ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 1:

  On a Change Approval Definition record, what does the `wait for' condition define?

  A. Whether the change approval is sent to an individual user or a group
  B. The state the change must be in before the approval notifications can be sent
  C. The number or percentage of users from the approval group that must approve the change
  D. The fields that must be populated before the approval can be requested
  C. The number or percentage of users from the approval group that must approve the change

• Question 2:

  Where can you define the Risk calculation conditions for Change Requests?

  A. Risk Assessment Matrix
  B. Change Approval Policy
  C. Risk Conditions
  D. State Transition Model
  C. Risk Conditions

• Question 3:

  Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

  A. Chat Bot
  B. Related Search Results
  C. Knowledge Bases
  D. Intelligent Agent
  E. Agent Assist
  E. Agent Assist

• Question 4:

  Which organizational role is responsible for the overall administrative capabilities of a portfolio?

  A. Service Manager
  B. Portfolio Manager
  C. Portfolio Owner
  D. Service Owner
  B. Portfolio Manager

• Question 5:

  When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.

  What module would you use to make this adjustment?

  A. System Policy > Rules > Priority Lookup Rules
  B. Problem > Administration > Problem Properties
  C. ITSM > Administration > Properties
  D. Incident > Administration > Incident Properties
  B. Problem > Administration > Problem Properties

• Question 6:

  A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

  A. Submit a New Report Request via the service catalog
  B. Take the Performance Analytics fundamentals course
  C. Go to Reports > View/Run > All, then search for Problem reports
  D. Submit a request for the sn_report_creator role
  E. Turn on data collection jobs
  C. Go to Reports > View/Run > All, then search for Problem reports

• Question 7:

  Which property on an order guide will pass variables from one item to another item with equivalent variables?

  A. Waterfall Variables
  B. Cascade Variables
  C. Share Variables
  D. Mirror Variables
  B. Cascade Variables

• Question 8:

  What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

  A. Publish Workaround
  B. Document a Known error
  C. Complete Investigation
  D. Complete RCA
  E. Document Five Whys
  A. Publish Workaround

• Question 9:

  When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)

  A. sn_incident_update
  B. sn_incident_read
  C. sn_incident_write
  D. sn_incident_insert
  B. sn_incident_read
  C. sn_incident_write

• Question 10:

  How is granular read and write access for a specific change model defined?

  A. Configuring ACL's on the chge_model table
  B. Configuring ACL's on the Create New landing page
  C. Change properties
  D. Setting Advanced Security to true and applying user criteria
  A. Configuring ACL's on the chge_model table