ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 11:

  Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)

  A. On Incident Properties, for Autoclose Incident Tasks, select Yes
  B. Edit system property com.snc.incident.autoclose.basedon.resolved_at
  C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes
  D. Enable system property com.snc.incident.incident_task.closure
  C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes
  D. Enable system property com.snc.incident.incident_task.closure

• Question 12:

  Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?

  A. It is designed to follow the ITIL4 standard
  B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
  C. There is no Closed state. Problem records are moved to Completed
  D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
  D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

• Question 13:

  Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)

  A. Re-use existing categories from legacy systems
  B. Define categories based on the customer's CMDB classes
  C. Re-use existing categories from incident management
  D. Define categories based on ITIL problem taxonomy
  B. Define categories based on the customer's CMDB classes
  C. Re-use existing categories from incident management

• Question 14:

  If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

  A. The agent is prompted to select the Assignment group
  B. The Assignment group field is populated with agent's user group
  C. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action
  D. The Assignment group field remains empty
  B. The Assignment group field is populated with agent's user group

• Question 15:

  Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

  A. sn_incident_read
  B. itsm_incident_read
  C. incident_manager
  D. sn_incident_write
  E. itsm_incident_write
  A. sn_incident_read
  D. sn_incident_write

• Question 16:

  In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? (Choose three.)

  A. The CI Manager is part of the change approval workflow
  B. One Change can be submitted for multiple CIs
  C. Changes should reference at least one CI
  D. The CI Support Group is responsible for change implementations
  E. A CI can be affected by a change, even if it is not the CI being changed
  B. One Change can be submitted for multiple CIs
  C. Changes should reference at least one CI
  E. A CI can be affected by a change, even if it is not the CI being changed

• Question 17:

  On an incident record, where are the fields that appear on the caller lookup select box defined?

  A. The Caller lookup field on the [user] table
  B. The ref_ac_column attribute from the dictionary entry
  C. The ref_contributions attribute on the caller lookup form
  D. The form design of the caller lookup form
  B. The ref_ac_column attribute from the dictionary entry

• Question 18:

  What component defines the conditions under which a Change Request moves between states?

  A. Change Policy
  B. State Transition Model
  C. Change Workflow
  D. Flow Designer
  B. State Transition Model

• Question 19:

  What would you use to define a common grouping of configuration items such as all web servers in Miami?

  A. CI class
  B. Dependent group
  C. CSDM component group
  D. Dynamic CI group
  D. Dynamic CI group

• Question 20:

  Which feature in CAB Workbench helps the Change Manager organize agenda items efficiently?

  A. Agenda Criteria tab
  B. Change Models tab
  C. Approval Policy tab
  D. Change Calendar view
  A. Agenda Criteria tab