ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 21:

  Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

  A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date Most Voted

  B. Update the incident_close UI action script

  C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes Most Voted

  D. Modify the Incident Lifecycle flow to expire after 7 days

  Correct Answer: AD

• Question 22:

  In what table are Change records stored?

  A. Change [change_task]

  B. Change Request [rfc]

  C. Change Request [change_request]

  D. Change [change]

  E. Change [task_change]

  Correct Answer: C

• Question 23:

  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. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

  D. There is no Closed state. Problem records are moved to Completed

  Correct Answer: C

• Question 24:

  What are some good practices for guiding your customers' use of Notifications? (Choose three.)

  A. When possible, maximize the quality or email updates to customers

  B. Use incident itil role template as the master template to build all other ITSM templates

  C. Get input from Marketing department, regarding format of customer/caller facing notifications

  D. Make sure Notification requirements and test plans are in the project scope from the start

  E. Use templates to ensure consistency and ease of configuration

  Correct Answer: BCD

• Question 25:

  On the Release record, what are the available options on the Release phase list?

  A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot

  B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot

  C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance

  D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

  Correct Answer: D

• Question 26:

  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

  Correct Answer: B

• Question 27:

  How is the Resource Management application activated?

  A. Installed with PPM Standard plugin

  B. Installed as part of Release Management plugin

  C. Installed as part of adding users

  D. Installed automatically as part of new system

  Correct Answer: A

• Question 28:

  You have just upgraded your instance and have not migrated to multimodal change.

  Using the default settings, when you click on Change > Create new, what page displays?

  A. Change Interceptor

  B. Change Form

  C. Change Landing Page

  D. Change Overview

  Correct Answer: A

• Question 29:

  By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

  A. Incident SLA clock is un-paused

  B. Incident record is updated, per the action's script Most Voted

  C. Auto-reply sent to sender, recommending they use Portal chat

  D. Incident record is re-set to state = attention required

  Correct Answer: B

• Question 30:

  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 Most Voted

  B. Content Item

  C. Record Producer

  D. Order Guide

  Correct Answer: A