ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 1:

  Which table stores incident categories and subcategories?

  A. Category [sys_category]

  B. Task Category [task_category]

  C. Choice [sys_choice]

  D. Incident [incident]

  Correct Answer: C

• Question 2:

  How do you define the content that is tracked and displayed in all Incident record activity streams?

  A. Configure the Activity stream client script

  B. Configure the incident form design

  C. Configure the dictionary entry for the Activity stream

  D. Configure the available fields from the Activity stream filter

  Correct Answer: D

  https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/form-administration/task/t_UseTheActivityFilterInUI15.html

• Question 3:

  After publishing an Item via Catalog Builder, the associated update set is set to which state?

  A. In progress

  B. Complete

  C. New

  D. Published

  Correct Answer: D

• Question 4:

  Which role has the ability to modify the cart layout?

  A. itil

  B. itil_admin

  C. catalog_admin

  D. catalog_manager

  Correct Answer: C

• Question 5:

  How are Service Catalogs and Catalog Items related? (Choose two.)

  A. A catalog item can be associated with one or more service catalogs

  B. Access to catalog items is determined by the service catalog's assigned user criteria

  C. Service catalogs may contain multiple catalog items

  D. A catalog item can only be associated with one service catalog

  Correct Answer: AC

• Question 6:

  At which level can the type of knowledge feedback be enabled or disabled?

  A. Knowledge base

  B. Knowledge article

  C. Knowledge category

  D. Knowledge article template

  Correct Answer: A

  https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeFeedback.html

• Question 7:

  Which service types can be managed through the scope of Service Portfolio Management? (Choose two.)

  A. Application service

  B. Technical service

  C. Business service

  D. Mobile service

  Correct Answer: BC

• Question 8:

  Which of these can be associated with a service within the service portfolio taxonomy?

  A. Node layer

  B. Node

  C. Node level

  D. Leaf node

  Correct Answer: D

• Question 9:

  Which is the process responsible for delivering items that have been ordered from a Service Catalog?

  A. Service Catalog Management

  B. Catalog Workflows

  C. Catalog Fulfillment

  D. Catalog Item Design

  E. Request Management

  Correct Answer: C

  servicenow documentation for Service Catalog request fulfillment:

  When a user orders a catalog item, a request is created that follows a fulfillment process. A fulfillment process defines the steps to request approval, assign fulfillment tasks, and fulfill requests. Flow Designer flows, workflows, or execution

  plans are used to define fulfillment processes.

• Question 10:

  Which platform role can create service portfolios and taxonomy nodes?

  A. portfolio_viewer

  B. portfolio_admin

  C. portfolio_manager

  D. portfolio_editor

  Correct Answer: B