ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 121:

  What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

  A. Service portfolio management

  B. Catalog item management

  C. Service mapping

  D. Service catalog management

  Correct Answer: D

• Question 122:

  The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.

  What advice do you give regarding SLAs on Problem records?

  A. SLAs re recommended in the ITIL framework for problem management

  B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

  C. SLAs are available for problem management, but require custom code

  D. SLAs are essential to problem management, as support specialists need to quickly identify root causes

  Correct Answer: B

  Explanation: https://docs.servicenow.com/ja-JP/bundle/utah-it-service- management/page/product/problem-management/concept/c_ProblemManagementProcess.html

• Question 123:

  Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:

  1.

  The Network Support group record has the Group types: Incident and Change

  2.

  The Network CAB group record has the Group type: Change

  What could you do on the incident form, for the Assignment Group field, to resolve this issue?

  A. Add a UI action to hide the Network CAB group from the list

  B. Add a UI action to provide an error message if the Network CAB group is selected

  C. Add Dictionary Override to specify the Incident group Reference Qualifier

  D. Modify the choice list to include only the appropriate group types

  Correct Answer: C

• Question 124:

  Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

  A. itil

  B. task_worker

  C. sc_fulfiller

  D. catalog_fulfiller

  E. fulfiller

  Correct Answer: A

• Question 125:

  How are Features related to Products and Releases?

  A. Products have associated features, which are organized into releases

  B. Products use features to define release types

  C. Features are included in releases, not associated with products

  D. Emergency releases can include products and features

  Correct Answer: A

• Question 126:

  What is the trigger for the Change - Normal - Assess Flow?

  A. A Change request using the Normal Change model is moved to the Assess state

  B. A Change request using the Normal Change model is Assigned to a group

  C. A Change request using the Normal Change model is created

  D. A Change request using die Normal Change model is Low Risk and is moved to the Assess state

  Correct Answer: A

• Question 127:

  A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.

  What might be the cause of this?

  A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated

  B. Tester is not impersonating Problem Coordinator

  C. The customer did not pay the bill for Knowledge management

  D. The sn_known_error_write role is required to see the Create Known Error article link

  E. The requirement was not m the stories

  Correct Answer: A

• Question 128:

  A new problem manager wants to know how in create reports for monitoring problem management activities.

  What do you recommend they do before creating new reports?

  A. Submit a request for the sn_report_creator role

  B. Submit a New Report Request via the service catalog

  C. Take the Performance Analytics fundamentals course

  D. Turn on data collection jobs

  E. Go to Reports > View/Run > All. then search for Problem reports

  Correct Answer: E

• Question 129:

  What is KCS (Knowledge Centered Services)?

  A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

  B. A documented methodology to provide a set of best practices for creating and maintaining knowledge

  C. A dashboard with specific visualization of the different knowledge bases and categories

  D. An application that helps agents and managers to create cases from Knowledge articles

  Correct Answer: B

• Question 130:

  Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

  

  A. Cls defined directly in cmdb_ci_computer and all parent classes

  B. Just GIs defined directly in cmdb_cl_computer

  C. Cls defined directly in cmdb_ci_compulet and all child classes

  Correct Answer: C