ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 231:

  Which service types can be managed through the scope of Service Portfolio Management? (Choose two.)

  A. Application service
  B. Technical service
  C. Business service
  D. Mobile service
  B. Technical service
  C. Business service

• Question 232:

  A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

  A. Build report on SC Task table, Group by Variables for Computer > Extra memory
  B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
  C. Build report on Task table, Group by Variables for Computer > Extra memory
  D. Build report on Request table, Group by Variables for Computer > Extra memory
  E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
  B. Build report on Requested Item table, Group by Variables for Computer > Extra memory

• Question 233:

  Your implementation has some legacy change types with workflows, and also some new change models.

  What option for Change Create New will support your scenario?

  A. Change Landing Page
  B. Change Overview
  C. Change Interceptor
  D. Change Catalog
  D. Change Catalog

• Question 234:

  What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

  A. % Successful Changes
  B. Count of Completed Changes per Month, by Change Type
  C. % Unauthorized Changes
  D. Count of Completed Changes per Month, by Category
  A. % Successful Changes
  C. % Unauthorized Changes

• Question 235:

  Your customer needs different catalogs for:

  1. Human Resources - employee facing - for submitting requests to HR

  2. Customer - external customer facing - for ordering company products and services When these catalogs are created, in which table would the definition be stored?

  A. Business Services Catalog [bs_catalog]
  B. Catalog [sc_catalog]
  C. Service Portfolio Catalog [sc_portfolio]
  D. Service Offering Catalog [sn_offering]
  B. Catalog [sc_catalog]

• Question 236:

  Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

  A. Processes
  B. Flows
  C. Procedures
  D. Actions
  E. Scripts
  B. Flows

• Question 237:

  Which interface is primarily designed for Tier-1 agents to manage incidents and interact with users?

  A. ITSM Dashboard
  B. Agent Workspace
  C. Service Portal
  D. Incident Console
  B. Agent Workspace

• Question 238:

  What are key relationships between Change and Problem records? (Choose two.)

  A. Changes which cause Incidents, should have an associated Problem
  B. A Problem can be solved by a Change
  C. A Change can cause a Problem
  D. A Problem must be associated with a Change, before it can be closed
  B. A Problem can be solved by a Change
  C. A Change can cause a Problem

• Question 239:

  Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

  A. sn_business_user
  B. sn_problem_read
  C. sn_service_owner
  D. sn_problem_write
  E. sn_problem_business_user
  B. sn_problem_read

• Question 240:

  A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

  A. The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause
  B. Only users with sn_known_error_write can create Known Error articles
  C. Users with sn_problem_write can create known error articles, but not articles for other knowledge bases
  D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause
  D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause