ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 21:

  When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?

  A. Correlation ID [correlation_id]

  B. Task Type [sys_class_name]

  C. Domain [sys_domain]

  D. Number [number]

  Correct Answer: B

• Question 22:

  Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?

  A. Requested Item records, Catalog Task record, and all Tasks created by Record Producers

  B. Any type of record created from Record Producers

  C. Tasks created from Record Producers, Requests, Requested Items

  D. Requested Item records, Catalog Task records, and Request records

  Correct Answer: B

• Question 23:

  Which field on a Configuration Item record may be used to expedite Incident routing and resolution?

  A. Approval group [change_control]

  B. Support Group [support_group]

  C. Maintenance Schedule [maintenance_schedule]

  D. Due Date [due]

  Correct Answer: B

• Question 24:

  When the Change Management - Risk Management plugin is enabled, which of the following statements reflects how the Risk of a Change Request will be set?

  A. Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment

  B. Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk Assessment

  C. Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk Assessment

  Correct Answer: B

• Question 25:

  Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.

  A. Risk Assessment

  B. Post-Implementation Review

  C. Social QandA

  D. Knowledge Management

  Correct Answer: A

• Question 26:

  Which platform feature is used to track field value durations, such as the length of time an Incident spent in each State or the length of time an Incident was assigned to each group?

  A. Key Performance Indicator (KPI)

  B. Metric

  C. Database view

  D. Audit

  Correct Answer: B

• Question 27:

  In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice notifications.

  A. True

  B. False

  Correct Answer: A

• Question 28:

  If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which view is used?

  A. mobile

  B. tool_tip

  C. reference_view

  D. default

  Correct Answer: D

  If no sys_popup view is defined for a table, the Default view of the form will be used when a user hovers over a Reference icon.

• Question 29:

  In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record.

  What will be the Workflow state of the new Article?

  A. Draft

  B. Review

  C. Published

  D. New

  Correct Answer: A

• Question 30:

  In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

  A. True

  B. False

  Correct Answer: B