ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 101:

  What module do you use to change the setting for the time between incident Resolution and Closure?

  A. Resolution Properties

  B. ITSM Properties

  C. Incident Properties

  D. System Settings

  E. incident Settings

  Correct Answer: C

• Question 102:

  Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

  A. Automated Changes

  B. Cloud Infrastructure

  C. Unauthorized Changes

  D. Change Registration

  E. Retroactive Changes

  Correct Answer: D

• Question 103:

  Which of the following options can a survey administrator define on an individual survey? (Choose two.)

  A. The ability for end users to decline survey assignments

  B. Number of survey reminder notifications

  C. Trigger conditions

  D. Anonymize responses

  Correct Answer: CD

• Question 104:

  You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page.

  What could cause this?

  A. Workflow has not been published

  B. Testers need itil role to see me change models

  C. New change models are only visible to Change Managers

  D. New change model needs Active lo be set to True

  Correct Answer: C

• Question 105:

  What baseline Change Flows support the baseline Normal Change model?

  A. Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks

  B. Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks

  C. Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks

  D. Change - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks

  Correct Answer: C

• Question 106:

  Correct Answer: A

• Question 107:

  What are key relationships between Change and Release Management? (Choose three.)

  A. Release management application is required, to use the Change management application

  B. Change includes planning and approvals; Release includes building, testing and execution of changes

  C. A Release can contain one or more Changes

  D. A Change can contain one or more Releases

  E. Change management provides governance, which includes Release management

  Correct Answer: BCE

• Question 108:

  In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.

  When you click the Re-Analyze button, what state Is set on the problem record?

  A. Assess

  B. Root Cause Analysis

  C. Fix in Progress

  D. Draft

  Correct Answer: B

• Question 109:

  When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

  A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field

  B. If selected CI has a Support group, write that group to the Assignment group field

  C. If selected CI has an Owner group, write that group to the Assignment group field

  D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

  Correct Answer: BD

• Question 110:

  Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.

  What should you do to satisfy this requirement?

  A. Add a new Policy Input to the Normal Change Approval Policy

  B. Add a new Decision to the Normal Change Approval Policy

  C. Add a new Change Approval Policy

  D. Add a new Decision to the Normal Change Workflow

  Correct Answer: B