ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 31:

  In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?

  A. The workflow defined on the Change type record

  B. System properties

  C. Workflow conditions matching Change request field values

  D. The workflow field on the change request record

  Correct Answer: C

  Articles may also be moved from one ServiceNow instance to another using XML Export and XML Import. The XML files generated will include article attachments.

• Question 32:

  Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.

  A. Conflicts for all Affected CIs

  B. Changes scheduled during blackout time periods

  C. Changes with overlapping schedules assigned to the same resource

  D. Changes schedule outside of a CI's maintenance window

  E. Changes scheduled outside of normal business hours

  Correct Answer: ABD

• Question 33:

  Which role is required to edit the Type field on a Change?

  A. change_manager

  B. admin

  C. itil

  D. nobody

  Correct Answer: D

  Kind of a trick question. Nobody role can't *really* be assigned to edit the 'type' field.

• Question 34:

  For an incident, which of the following are used when calculating the value of the Business Duration field?

  A. Incident State Duration Metric

  B. Incident Auto-close system property

  C. Calendar duration

  D. SLA Schedule

  Correct Answer: D

• Question 35:

  Which role is required to close a Problem?

  A. itil

  B. itil_admin

  C. The system automatically closes Problems

  D. problem

  E. puck_from_a_midsummer_nights_dream

  Correct Answer: A

  itil closes problem itil_admin can delete a problem

• Question 36:

  Guided Setup provides step-by-step instructions for loading Foundational Data, which includes __________.

  A. Users, Roles, SLAs

  B. Companies, Users, Groups, Roles, Departments, Locations, and Catalog Items

  C. Companies, Users, Groups, Roles, Departments, Locations

  D. Groups, Group Members, Priorities

  Correct Answer: C

• Question 37:

  ServiceNow is limited to a single Knowledge Base for all users of the platform to access.

  A. True

  B. False

  Correct Answer: B

• Question 38:

  An Order Guide can include multiple Items. Items have common variables, such as Shipping Location, and Requester. Which field on the Order Guide, when set to true, automatically copies the common variable values to corresponding variables on each included Item?

  A. Cascade Variables

  B. Global Variables

  C. Copy Repeat Variables

  D. Duplicate Variables

  Correct Answer: A

• Question 39:

  Which one of the following represents the overall lifecylce of a Request?

  A. Submittal -> Approval -> Fulfillment -> Closure

  B. Approval -> Submittal -> Fulfillment -> Closure

  C. Approval -> Submittal -> Delivery -> Resolution D. Submittal -> Approval -> Resolution -> Closure

  Correct Answer: A

• Question 40:

  Which of the following features are available through the Change Management?

  A. CAB Workbench application? Select all that apply.

  B. Invite delegates to CAB meetings to discuss specific Changes Assign Changes

  C. Approve Changes in bulk (approve multiple Changes at once)

  D. Determine CAB agenda with a specified amount of time allocated to each Change

  E. Update Work Notes on Changes based on meeting minutes added while a Change is active agenda item

  F. Define filters to determine which Changes appear on CAB meeting agendas

  Correct Answer: BD

  SN Docs: https://docs.servicenow.com/bundle/jakarta-it-service- management/page/product/ changemanagement/concept/manage-cab-meeting-using-cab- workbench.html?