ServiceNow CIS-PPM Exam Dumps & Practice Test Questions

Question 1:

Which function is responsible for verifying if an assessable record exists for a demand and creating one if it does not?

A. Validate Assessment Metrics for Demand
B. Auto Business Rule for Assessments
C. Update Demand State
D. Create OnDemand Assessment

Correct Answer: D

Explanation:

In systems like ServiceNow, especially within the Strategic Portfolio Management (SPM) suite, assessment functionality plays a critical role in evaluating demands, projects, and other work items. Assessments are used to gather qualitative data from stakeholders to help score and prioritize these items. However, for this evaluation process to begin, an assessable record must exist that links the target item (in this case, a demand) to the assessment configuration.

The "Create OnDemand Assessment" function is specifically designed to manage this task. It acts as both a validator and a creator:

• It checks whether an assessable record already exists for a specific demand.

• If no such record is found, it automatically generates a new one.

This process ensures that every demand item has a corresponding entry to track assessment results, which may be used in scoring models or dashboards. It provides a reliable way to dynamically trigger assessments without duplicating data or missing required evaluation elements.

Now let’s explore why the other options are incorrect:

• A. Validate Assessment Metrics for Demand
  This action ensures that the appropriate metrics (questions, scoring models, etc.) are in place for the assessment. It plays no role in checking for or creating the actual assessable record.

• B. Auto Business Rule for Assessments
  Business rules can automate many processes, but they typically trigger assessments based on defined conditions. They do not inherently check for the existence of an assessable record unless specifically scripted to do so. Furthermore, they are not standalone functions like the OnDemand Assessment script.

• C. Update Demand State
  Changing the demand's state (e.g., from “Submitted” to “Qualified”) may trigger workflows or assessments indirectly, but this action is focused on demand lifecycle transitions—not assessment record creation.

Therefore, when the requirement is to programmatically check for an assessable record tied to a demand and create it if none exists, the Create OnDemand Assessment function is the correct and purpose-built option.

Question 2:

Aside from projects, which artifact can be associated with a program, a portfolio, both, or neither?

A. Demands
B. Test Cases
C. Resources
D. Stories

Correct Answer: A

Explanation:

In platforms like ServiceNow, demands serve as early-stage requests or ideas that may eventually evolve into projects, epics, or enhancements. They are a key part of strategic intake and prioritization processes, often reviewed by portfolio or program managers before being formally approved.

The flexibility of the demand object allows it to exist in various association states:

• Linked to a program: when aligned with a specific initiative or group of related projects.

• Linked to a portfolio: when tied to broader business objectives or strategic outcomes.

• Linked to both: some organizations associate a demand to a program within a portfolio for dual context.

• Linked to neither: especially in early ideation or when in a backlog awaiting triage.

This flexible linkage structure makes demands unique compared to other artifacts in the ServiceNow ecosystem.

Reviewing the other choices:

• B. Test Cases
  Test cases are typically confined to QA activities. They are linked to stories, defects, or features but do not get associated with programs or portfolios. Their purpose is validation, not strategic planning.

• C. Resources
  Resources (people, equipment, etc.) are critical to execution but are managed via allocations and roles in tasks and projects. Resources are not independently associated with programs or portfolios the way demands or projects are.

• D. Stories
  Stories belong to Agile delivery frameworks (like Scrum) and are granular units of work. They live under features or epics that might roll up to programs, but stories themselves are not directly mapped to portfolios or programs in ServiceNow.

Thus, Demands are uniquely suited to exist with flexible associations, making A the correct answer.

Question 3:

When Scenario Planning is enabled for Project Portfolio Management (PPM), how can a portfolio manager access the Portfolio Planning Workbench? (Select two options.)

A. Through the Project module
B. Via the Program Workbench
C. From the Portfolio Planning related link within a portfolio record
D. Using the Portfolio Planning Workbench module in the application navigator

Correct Answers: C and D

Explanation:

The Portfolio Planning Workbench is a strategic interface within ServiceNow’s Project Portfolio Management (PPM) that enables portfolio managers to simulate, evaluate, and compare various scenarios to prioritize initiatives and allocate resources effectively. When Scenario Planning is installed and activated, users are provided with multiple access points to launch this workbench interface, depending on their context and navigation preferences.

Let’s evaluate the options:

Option A (Project module):
The Project module focuses on individual project records and execution. Although projects may eventually be part of a broader portfolio scenario, this module does not offer a direct link to the Portfolio Planning Workbench. It lacks the functionality required to evaluate multiple project scenarios within a strategic context.

Option B (Program Workbench):
This interface is used to manage groups of related projects (programs), not portfolios. Although the Program Workbench is useful for tactical coordination, it is not intended for scenario simulation or portfolio-level decision-making. It does not offer direct access to the Portfolio Planning Workbench.

Option C (Portfolio Planning related link):
This is a valid access path. Within a specific portfolio record, users will find a related link labeled “Portfolio Planning.” Selecting this link allows the manager to launch the Portfolio Planning Workbench, prefiltered for that portfolio. This method supports contextual navigation, especially when a user is already working within a specific portfolio.

Option D (Portfolio Planning Workbench module):
This is also a correct access method. It appears in the application navigator under the Scenario Planning or PPM module tree. Using this standalone module, a user can access the workbench regardless of which portfolio record they were previously viewing. This is especially helpful for viewing and simulating multiple portfolios in a centralized interface.

Together, options C and D offer the most accurate and complete methods to access the Portfolio Planning Workbench. One is a contextual launch, and the other is navigational, giving flexibility to the portfolio manager based on their workflow.

Question 4:

When a resource plan is generated from a demand in ServiceNow, which fields define the default start and end dates on the plan?

A. The demand's start date and due date
B. Resource plans cannot be created from demands
C. The created date of the demand
D. Dates defined at the portfolio level

Correct Answer: A

Explanation:

In the ServiceNow Strategic Portfolio Management (SPM) solution, the demand management process plays a crucial role in early-stage planning and evaluation. One important aspect of this process is the ability to assess resource requirements by creating resource plans tied to a demand. When a resource plan is generated from a demand record, ServiceNow automatically populates certain fields based on values present in the demand, particularly the start date and due date.

These two fields—Start Date and Due Date—within the demand record are interpreted as the expected time window for work related to that demand. When a new resource plan is initiated, the system uses these values as defaults for the plan’s Start Date and End Date, ensuring continuity and reducing data entry for the user.

Let’s evaluate the answer choices:

Option A:
This is correct. The system uses the Start Date and Due Date fields from the demand record as the baseline for setting up the timeline in the resource plan. This ensures the resource allocation period aligns with the expected delivery timeline of the demand, supporting accurate forecasting.

Option B:
This is incorrect. Resource plans can absolutely be generated from demands. In fact, evaluating whether resource availability supports the demand is a key feature in SPM and often a prerequisite before demand approval.

Option C:
This is incorrect because the Created Date simply reflects when the demand record was entered into the system. It has no bearing on the planned execution timeframe, which is essential for meaningful resource planning.

Option D:
Also incorrect. While a portfolio may contain multiple demands and projects, it does not control the planning dates of individual demands. Each demand operates with its own independent planning metadata.

In conclusion, the Start Date and Due Date within the demand are used by default to define the duration of resource plans created from that demand. This ensures alignment between planning and scheduling expectations. Thus, Option A is the correct answer.

Question 5:

A customer requests the setup of five separate teamspaces to support distinct departmental needs. What is the correct way to enable these teamspaces within ServiceNow?

A. Enable the teamspace property
B. Contact the Account Representative to activate the teamspaces
C. Activate each teamspace using the corresponding plugin
D. Apply UI Policies and Business Rules to configure teamspaces

Correct Answer: C

Explanation:

In ServiceNow, teamspaces allow departments or business units to operate independently within the same platform by isolating project data, applications, and configurations. This modular approach is especially common in solutions like IT Business Management (ITBM) or Strategic Portfolio Management (SPM), where separate groups—like HR, IT, or Finance—require unique views, processes, and data access.

To fulfill the requirement of enabling five distinct teamspaces, the appropriate method is to activate the corresponding teamspace plugins. Each plugin corresponds to a specific teamspace instance—such as Teamspace 1, Teamspace 2, up to Teamspace 5. These plugins are available in the ServiceNow Plugin Repository and can be activated by a system administrator from the Plugin module. Once activated, each teamspace becomes a separate application scope with its own set of tables, dashboards, workflows, and security roles.

Let’s evaluate the other options:

• A. Enable the teamspace property: While some system properties can configure behavior within a teamspace (such as visibility or permissions), there is no property that initiates or creates teamspaces. Thus, this is not a valid solution for enabling them.

• B. Contact the Account Representative: This step may be relevant only if additional licensing or purchasing is required for more than the default number of available teamspaces. However, this is not a technical step for activation, and it's unnecessary if the required plugins are already part of the customer’s entitlement.

• D. Use UI Policies and Business Rules: These tools manage form logic, validations, and automation within existing applications. They cannot create or activate teamspaces and are unrelated to the teamspace provisioning process.

By using the plugin-based activation method, administrators ensure that each department has its own isolated environment to manage projects, demands, and resources—without interference or data contamination from other units.

Therefore, the correct and best-practice method is to activate each teamspace using the corresponding plugin, making C the correct answer.

Question 6:

While configuring a program in ServiceNow’s Strategic Portfolio Management module, which two fields are required to compute the Planned Return on Investment (ROI) percentage?

A. Net Present Value (NPV)
B. Planned Cost
C. Planned Return
D. Budgeted Cost

Correct Answers: B and C

Explanation:

In the context of Strategic Portfolio Management (SPM) or Project Portfolio Management (PPM) within ServiceNow, Planned ROI% is a critical metric that helps stakeholders determine whether a program is expected to yield a worthwhile return compared to its cost. The Planned ROI% is calculated using the standard financial formula:

Planned ROI% = ((Planned Return – Planned Cost) / Planned Cost) × 100

This formula shows how much benefit (return) is generated for every dollar (or currency unit) invested in the program.

Here’s how each option contributes—or doesn’t—to this calculation:

• B. Planned Cost: This is one of the two core fields in the formula. It represents the total estimated financial investment required to execute the program, including resources, tools, and time. It's the denominator in the ROI calculation and is essential for determining cost efficiency.

• C. Planned Return: This is the numerator and represents the total expected revenue or value that the program is forecasted to generate. Without this figure, the ROI cannot be calculated. It reflects business value and projected benefits.

• A. Net Present Value (NPV): Although NPV is a valuable financial metric that accounts for the time value of money, it is not part of the ROI% formula. NPV is often used in advanced financial modeling but serves a different purpose—primarily to assess long-term profitability rather than simple return percentages.

• D. Budgeted Cost: This field usually reflects the officially approved budget allocation, which may differ from the actual or planned costs. While it’s helpful for financial governance, it does not directly feed into the ROI% formula unless custom logic is introduced.

In summary, the fields that directly influence and calculate the Planned ROI% are Planned Return and Planned Cost. These values help executives and portfolio managers evaluate which programs deliver the best financial benefit relative to the investment, enabling smarter prioritization and funding decisions.

Hence, the correct answers are B and C.

Question 7:

Which plugin introduces artificial intelligence to enhance project-related workflows and decision-making across ServiceNow’s Project Portfolio Management (PPM) applications?

A. Strategic Spend Tracking for PPM (sn_ppm_sst)
B. Scenario Planning for PPM (sn_pw_scenario)
C. Predictive Intelligence for PPM (com.snc.ppm_ml)
D. PPM Standard (com.snc.financial_planning_pmo)

Correct Answer: C

Explanation:

Within ServiceNow's Project Portfolio Management (PPM) suite, various plugins serve specific functional roles, ranging from financial tracking to planning analysis. However, when artificial intelligence (AI) and machine learning (ML) capabilities are needed to enhance productivity and insight, the plugin of interest is Predictive Intelligence for PPM, identified by the system name com.snc.ppm_ml.

This plugin integrates AI into the platform by analyzing historical project data to deliver intelligent recommendations, risk assessments, and predictive outcomes. Key features include:

• Auto-categorization of incoming demands based on past behaviors and metadata.

• Forecasting project success probabilities, resource shortages, or schedule risks.

• Trend detection to identify anomalies in KPIs.

• Optimal resource suggestion using past project patterns.

These capabilities empower project managers and teams by automating decision support, improving planning accuracy, and proactively mitigating issues. It’s especially powerful in large-scale environments where manual data analysis would be time-consuming and prone to error.

Let’s now eliminate the incorrect choices:

• A. Strategic Spend Tracking (sn_ppm_sst) offers spend alignment features for initiatives but lacks any AI functionality.

• B. Scenario Planning (sn_pw_scenario) is used for modeling multiple investment pathways manually; it is not AI-driven.

• D. The PPM Standard plugin provides foundational PPM capabilities like portfolio hierarchy and time tracking but has no embedded intelligence layer.

Therefore, only option C, Predictive Intelligence for PPM, delivers machine learning functionality that actively enhances the user experience through smart, context-aware recommendations.

Question 8:

To access and utilize the Time Sheet dashboard for analyzing time entries across PPM activities in ServiceNow, which plugin must be installed?

A. Common ITSM Service Portal Application Components
B. Employee Service Center
C. Knowledge Management – Service Portal
D. Performance Analytics – Content Pack – PPM Standard

Correct Answer: D

Explanation:

The Time Sheet dashboard in ServiceNow is a visual analytics tool designed to give project and resource managers insights into time logged across tasks, projects, enhancements, and demands. To power this dashboard, ServiceNow uses Performance Analytics (PA)—a reporting engine that can track metrics over time using breakdowns, targets, and visual indicators.

The dashboard is made accessible by installing the Performance Analytics – Content Pack – PPM Standard plugin (com.snc.pa.pmo_dashboards). This content pack brings:

• Pre-configured reports on time entry compliance, effort distribution, and time approval trends.

• Dashboards tailored to PPM, including Project, Portfolio, Resource, and Time Sheet analytics.

• Data visualizations such as trend graphs, bar charts, and real-time status indicators.

Now, consider why the other plugins are not suitable:

• A. Common ITSM Service Portal components support general UI features for ITSM portals but do not offer PPM or PA content.

• B. Employee Service Center is part of HR Service Delivery, focused on HR-related interactions, not project or time data.

• C. Knowledge Management – Service Portal helps display knowledge articles in a portal, which has nothing to do with time sheet analytics.

Thus, option D is the correct answer. Without this Performance Analytics content pack, the Time Sheet dashboard cannot function, making the plugin essential for teams that rely on time tracking and visual reporting in their PPM processes.

Question 9:

Where are role definitions configured when requested within a resource plan in ServiceNow's Project Portfolio Management module?

A. Resource roles configured under Resource Management
B. No separate setup needed—they use system roles
C. Defined in the Skill Management module
D. Set under the System Security roles

Correct Answer: A

Explanation:

In ServiceNow’s Project Portfolio Management (PPM) and Resource Management, assigning the right people to projects is essential for successful delivery. One key element of this process is specifying roles in resource plans. These roles represent job functions or responsibilities (e.g., Project Manager, Developer, QA Tester) and are used to align demand with the availability of qualified personnel.

The roles defined for use in resource plans are not the same as ServiceNow’s system security roles like ‘admin’ or ‘itil’. Instead, they reflect business functions and are used specifically for resource allocation and staff planning. These roles are stored in a separate data structure under the Resource Roles table, which is managed through the Resource Management module.

Let’s break down the answer choices:

A. Resource roles configured under Resource Management – This is the correct answer. These roles are explicitly created and maintained for the purpose of assigning resources to projects. When a project manager creates a resource plan requesting a certain role, the system looks at this table to match available users who hold that job function. This setup allows flexible assignment based on job responsibilities rather than hard-coding individuals into projects.

B. No separate setup needed—they use system roles – Incorrect. System roles (like ‘admin’, ‘catalog_admin’, ‘itil’) are related to permissions and access control, not resource planning. They control what a user can do in the system—not what work role they perform.

C. Defined in the Skill Management module – Incorrect. Skills and roles are distinct. Skills refer to an individual’s abilities, such as Java, project management, or ITIL expertise. While skills may complement role-based planning, they are managed through a different module and do not define the resource roles used in resource plans.

D. Set under the System Security roles – Incorrect. Again, system security roles are tied to access rights within the platform. They are unrelated to the resource planning and do not help define job functions for resource allocation.

In conclusion, to ensure accurate resource requests within ServiceNow’s PPM, you must define resource roles under the Resource Management application—not security or skill modules.

Question 10:

Which three methods are valid for enabling plugins in the ServiceNow platform?

A. Activated by a system administrator manually
B. Enabled by an IT Portfolio Manager role
C. Requested and enabled by ServiceNow
D. Pre-installed and active by default
E. Enabled by an IT PPS Admin role

Correct Answers: A, C, D

Explanation:

Plugins in ServiceNow are modular features or applications that extend the platform’s functionality. Examples include Financial Management, Agile Development, or Vendor Risk Management. While some plugins come pre-installed and active, others require manual activation or formal requests to ServiceNow.

Let’s explore the valid ways plugins can be added to the platform:

A. Activated by a system administrator manually – Correct. ServiceNow administrators with the ‘admin’ role can go to the Plugin Management page and enable plugins that are not active by default. Many common plugins—especially those that are free and not license-restricted—can be activated this way with a single click. Some plugins might also display additional warnings or prerequisites.

B. Enabled by an IT Portfolio Manager role – Incorrect. The it_portfolio_manager role typically manages portfolios, demands, and projects but does not have system-level permissions to activate plugins. Plugin activation is a higher-level administrative task requiring elevated privileges.

C. Requested and enabled by ServiceNow – Correct. Certain premium or restricted plugins, such as Performance Analytics Advanced or Security Operations, cannot be enabled by admins directly. These must be formally requested via a support case. Once ServiceNow verifies licensing and eligibility, they may activate it on the customer’s instance or allow admin activation.

D. Pre-installed and active by default – Correct. Some plugins are part of the base ServiceNow system and come already enabled. These include foundational features like Incident Management, Change Management, and Core platform capabilities. These require no manual intervention to use.

E. Enabled by an IT PPS Admin role – Incorrect. Although the it_pps_admin role has wide access within the Project Portfolio Suite, it does not grant access to Plugin Management or the rights to activate system-level plugins.

In summary, plugins in ServiceNow can be enabled by admins manually, may be active by default, or must be requested from ServiceNow depending on their type and licensing. Thus, the correct answers are A, C, and D.