ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 1:

  Selecting this option on a change approval policy will enable the ability to execute only on the first matching decision condition instead of matching each decision condition.

  A. Run all decisions that match

  B. First decision that matches

  C. First ascending order that matches

  D. Primary decision that matches

  Correct Answer: B

• Question 2:

  Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?

  A. Allow the authors of Articles to set the Valid To date of each individual Article

  B. Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article

  C. Leave the Valid To dates to the default value of 2020-01-01

  D. Do not set Valid To dates for Knowledge Articles

  Correct Answer: B

  The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a new date when editing articles. However, this approach does not promote consistency for effective article management. Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script Include. If the Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the Publishing workflow may be created with a branch for each article type/ category. (Since categories may be different for each Knowledge Base, this would not be appropriate to include in the Script Include logic.)

• Question 3:

  In the baseline configuration, ONLY Emergency Changes require a PostImplementation Review (PIR).

  A. True

  B. False

  Correct Answer: B

• Question 4:

  Which of the following represents a benefit of implementing Knowledge Management?

  A. Deflecting the creation of Incidents so users may help themselves with common issues

  B. Provide continous feedback loops to improve staff efficiency

  C. Automatic routing of Incidents to the appropriate Assignment Group

  D. Proactively suggest Knowledge Articles to users at key points in a process

  Correct Answer: A

• Question 5:

  In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

  A. Close Incident

  B. Delete Incident

  C. Reopen Incident

  D. Archive Incident

  Correct Answer: C

• Question 6:

  A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?

  A. Only the Priority is set on child Incidents

  B. No automatic updates are made to child Incidents

  C. The new Priority and Assignment Group are set on Active child Incidents

  D. The new Priority and Assignment Group are set on child Incidents

  Correct Answer: B

  Priority and Assignment group on Parent Incident don't update Child Incidents State, Close Notes, Close Code, Comments, and Work Notes may be updated on Child Incident based on Parent Incident update

• Question 7:

  Under which circumstances can a user with the itil role create a Problem record from an Incident record?

  A. When there is not already an existing Problem associated with the Incident

  B. An itil user can create a Problem record from an Incident at any time

  C. When the Incident is not Closed

  D. When the Incident is not Closed and when there is not already an existing Problem associated with the Incident

  Correct Answer: D

• Question 8:

  Which of the following may NOT be published in a Service Catalog?

  A. Requested Item

  B. Record Producer

  C. Order Guide

  D. Content Item

  Correct Answer: A

• Question 9:

  The Requested Item [sc_req_item] table is extended directly from the Task [task] table.

  A. True

  B. False

  Correct Answer: A

  

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• Question 10:

  Poorly managed and unplanned Changes often create high volumes of _________?

  A. Incidents

  B. Knowledge Articles

  C. Requests

  D. Problems

  Correct Answer: A