ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 11:

  When using Catalog Builder, what can be built using templates? (Choose two.)

  A. Content items

  B. Catalog items

  C. Knowledge articles

  D. Order guides

  E. Record producers

  Correct Answer: BE

• Question 12:

  Where is the definition of what is provided, or not provided, for a service defined?

  A. Vendor service agreements

  B. Service scope

  C. Service contracts

  D. Service limitations

  Correct Answer: B

• Question 13:

  If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? (Choose two.)

  A. Users with the itil_admin role

  B. Users with admin role

  C. Users that have the Write role(s) OR that match the Can write user criteria

  D. Users with sn_change_write role

  E. Users that have the Write role(s) AND match the Can write user criteria

  Correct Answer: BE

• Question 14:

  What defines which catalog items, and in what order, are included in an Order Guide?

  A. Order guide template

  B. Rules

  C. Variable sets

  D. UI policies

  Correct Answer: B

• Question 15:

  Which organizational role is responsible for the overall administrative capabilities of a portfolio?

  A. Service Manager

  B. Portfolio Manager

  C. Portfolio Owner

  D. Service Owner

  Correct Answer: B

• Question 16:

  What defines the required approvals and the associated conditions for a change model?

  A. A change approval policy

  B. A change model's state transitions

  C. A change model approval definition

  D. A change approval lifecycle flow

  Correct Answer: A

• Question 17:

  A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? (Choose two.)

  A. Configure the incident lifecycle flow script action

  B. Configure the number of days Resolved incidents automatically close property

  C. Configure the incident lifecycle timeline property

  D. Enable the auto closure of Incidents based on Resolution date property

  Correct Answer: BD

• Question 18:

  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

  Correct Answer: AD

  Step-based fulfillment in Catalog Builder allows you to define the sequence of tasks and approvals that need to be completed when a catalog item is requested. So, you can define approvals and tasks as part of the fulfillment process.

• Question 19:

  On the `Create New' change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

  A. Unauthorized

  B. Default

  C. Break/fix

  D. Out-of-the-box

  Correct Answer: C

• Question 20:

  Which Service Portfolio Management phase does a service belong to when it is in operational state?

  A. Active

  B. Retired

  C. Catalog

  D. Pipeline

  Correct Answer: C

  There are three phases:

  *

  Service pipeline: Not yet operational

  *

  Service catalog: Operational

  *

  Retired services: No longer operational or available for use