ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 191:

  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. The customer did not pay the bill for Knowledge management
  C. Tester is not impersonating Problem Coordinator
  D. The sn_known_error_write role is required to see the Create Known Error article link
  E. The requirement was not in the stories
  A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

• Question 192:

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

  A. Knowledge Articles
  B. Known Errors
  C. CI Class Manager
  D. Enterprise CMDB Dashboard
  E. Incident Overview Dashboard
  A. Knowledge Articles
  B. Known Errors

• Question 193:

  Which platform role can create service portfolios and taxonomy nodes?

  A. portfolio_viewer
  B. portfolio_admin
  C. portfolio_manager
  D. portfolio_editor
  B. portfolio_admin

• Question 194:

  Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

  A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
  B. The problem coordinator is the only role with the ability to recall a message
  C. The problem coordinator is responsible for approving or rejecting the proposed message
  D. The message will be automatically displayed on the Portal
  A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

• Question 195:

  What are the Release types available on the baseline release record?

  A. Standard, Normal, Prototype, Patch
  B. Major, Minor, Upgrade, Emergency, Maintenance, Patch
  C. Standard, Normal, Emergency
  D. Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
  B. Major, Minor, Upgrade, Emergency, Maintenance, Patch

• Question 196:

  What would you use to create Incident records, based on email sent by users or systems?

  A. Record Producer
  B. Inbound Flow Action
  C. Data Collection Job
  D. Transform Map
  B. Inbound Flow Action

• Question 197:

  Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

  A. The workaround is helpful information for the Callers on the Problem's related Incidents (open)
  B. The workaround should be published to a knowledge article, visible from the portal
  C. The workaround is helpful information for the members of the Problem's Assignment Group
  D. The workaround is helpful information for the members of the Problem's Work notes list
  D. The workaround is helpful information for the members of the Problem's Work notes list

• Question 198:

  Which of the following Change Task Types are available by default? (Choose three.)

  A. Planning
  B. Testing
  C. Review
  D. Deployment
  E. Verification
  A. Planning
  B. Testing
  C. Review

• Question 199:

  Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. What should you do to satisfy this requirement?

  A. Add a new Policy Input to the Normal Change Approval Policy
  B. Add a new Decision to the Normal Change Approval Policy
  C. Add a new Change Approval Policy
  D. Add a new Decision to the Normal Change Workflow
  B. Add a new Decision to the Normal Change Approval Policy

• Question 200:

  What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

  A. Publish Workaround
  B. Document a Known error
  C. Document Five Whys D. Complete Investigation
  A. Publish Workaround