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ServiceNow

CIS-ITSM · Question #88

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers

The correct answer is A. One Change can be submitted for multiple Cls C. A CI can be affected by a change, even if it is not the CI being changed D. Changes should reference at least one CI. In the baseline ServiceNow Change Management implementation, a single change can reference multiple CIs, a CI can be indirectly affected by a change, and changes are expected to be linked to at least one CI.

Change Management

Question

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers

Options

  • AOne Change can be submitted for multiple Cls
  • BThe Cl Support Group is responsible for change implementations
  • CA CI can be affected by a change, even if it is not the CI being changed
  • DChanges should reference at least one CI
  • EThe CI Manager is part of the change approval workflow

How the community answered

(45 responses)
  • A
    91% (41)
  • B
    2% (1)
  • E
    7% (3)

Why each option

In the baseline ServiceNow Change Management implementation, a single change can reference multiple CIs, a CI can be indirectly affected by a change, and changes are expected to be linked to at least one CI.

AOne Change can be submitted for multiple ClsCorrect

ServiceNow allows multiple CIs to be associated with a single change request through the Affected CIs related list, supporting scenarios where one change impacts several configuration items. CI records can also be flagged as affected even when they are not the primary item being changed (C), and best practice in the baseline requires at least one CI reference on each change (D) to maintain traceability in the CMDB.

BThe Cl Support Group is responsible for change implementations

The CI Support Group is informational context pulled from the CMDB but is not designated as responsible for change implementations in the baseline workflow.

CA CI can be affected by a change, even if it is not the CI being changedCorrect
DChanges should reference at least one CICorrect
EThe CI Manager is part of the change approval workflow

The CI Manager role is not part of the standard change approval workflow in the baseline implementation - approvals are driven by change model and approval policies.

Concept tested: Change request and CI relationship in baseline ITSM

Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/change-management/concept/c_ChangeManagement.html

Topics

#Change Management#Configuration Item (CI)#CMDB#Change-CI relationship

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