ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 161:

  Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

  A. Internal/External Highlighting
  B. Search as User
  C. Show User Viewable
  D. User Only View
  B. Search as User

• Question 162:

  Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

  A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
  B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
  C. Create an Access control to hide the unnecessary CIs from the itil users
  D. Make a show/hide UI action to show only the desired CIs to the itil users
  B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms

• Question 163:

  Which of these can be defined using step based fulfillment in Catalog Builder? (Choose two.)

  A. Approvals
  B. Subflow triggers
  C. Notifications
  D. Tasks
  E. Payment processing
  A. Approvals
  D. Tasks

• Question 164:

  In Change Management, what does a Model State contain? (Choose two.)

  A. Model State transitions conditions
  B. Model State properties
  C. Model State transition policies
  D. Model State transitions
  A. Model State transitions conditions
  D. Model State transitions

• Question 165:

  When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

  A. catalog_admin
  B. itil_admin
  C. catalog_manager
  D. catalog_editor
  E. catalog_builder_editor
  A. catalog_admin
  C. catalog_manager
  D. catalog_editor

• Question 166:

  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 are essential to problem management, as support specialists need to quickly identify root causes
  B. SLAs may 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 recommended in the ITIL framework for problem management
  B. SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

• Question 167:

  The ability to authorize requests is enabled using a role which requires a user license. What is this role?

  A. approver_user
  B. sn_approval_write
  C. sc_approver
  D. approver
  A. approver_user

• Question 168:

  Which of the following defines the approvals that should be applied to a change request?

  A. Change approval UI actions
  B. Change approval policy
  C. Change approval script includes
  D. Change approval business rules
  B. Change approval policy

• Question 169:

  Which of the following cannot be defined or set through a Catalog UI Policy?

  A. Apply a requirement to all form views
  B. Setting a variable to mandatory
  C. Reverse UI Policy if conditions are false
  D. Setting a variable to read-only
  A. Apply a requirement to all form views

• Question 170:

  Your customer wants a catalog to contain two items:

  1. A request with 1 approval and 2 fulfillment tasks

  2. A link to a knowledge article

  What type of item would you use to satisfy the requirement for the Construction request?

  A. Catalog Item
  B. Content Item
  C. Record Producer
  D. Order Guide
  A. Catalog Item