ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 121:

  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
  D. Leaf node

• Question 122:

  What are some good practices for guiding your customers' use of Notifications? (Choose three.)

  A. Make sure Notification requirements and test plans are in the project scope from the start
  B. Get input from Marketing department, regarding format of customer/caller facing notifications
  C. Use templates to ensure consistency and ease of configuration
  D. Use incident.itil.role template as the master template to build all other ITSM templates
  E. When possible, maximize the quantity of email updates to customers
  A. Make sure Notification requirements and test plans are in the project scope from the start
  B. Get input from Marketing department, regarding format of customer/caller facing notifications
  C. Use templates to ensure consistency and ease of configuration

• Question 123:

  What optional Incident table is extended from the Task table?

  A. Child Incident [incident_child]
  B. Major Incident [major_incident]
  C. Incident Task [incident task]
  D. Parent Incident [incident_parent]
  C. Incident Task [incident task]

• Question 124:

  Incident management includes limited functionality for what advanced reporting capability?

  A. Analytics Dashboards
  B. Performance Analytics
  C. Machine Learning Metrics
  D. KPI Reports
  B. Performance Analytics

• Question 125:

  What tools are available to the assignee to help resolve an Incident? (Choose two.)

  A. Known Errors
  B. Resolutions from similar incidents
  C. CI Class Manager
  D. Incident Overview Dashboard
  E. Enterprise CMDB Dashboard
  A. Known Errors
  B. Resolutions from similar incidents

• Question 126:

  A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to revisit the root cause analysis.

  What would be the next step for this problem?

  A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
  B. Problem Manager clicks Re-Analyze on the Problem record
  C. Problem Assignee clicks Re-Open on the Problem record
  D. Administrator clicks Re-Open on the Problem Record
  B. Problem Manager clicks Re-Analyze on the Problem record

• Question 127:

  When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

  A. Manager
  B. Contributors
  C. Owner
  D. Editors
  A. Manager

• Question 128:

  When a user clicks on the Communicate fix UI action on the Problem form, what happens?

  A. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
  B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active
  C. Fix is written to the Comments field on any Incident associated with the problem, which is Active
  D. Fix is written to a draft Knowledge article
  B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active

• Question 129:

  Which type of catalog item may be found in a Service Catalog?

  A. Requested Items
  B. Order guides
  C. Categories
  D. Execution Plans
  B. Order guides

• Question 130:

  Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

  What feature would you use to meet this requirement?

  A. State Model
  B. Workflow Dashboard
  C. Action Modeler
  D. Task Creator
  E. Flow Designer
  E. Flow Designer