ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 31:

  In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

  A. Automatically via the Change - Implementation subflow

  B. Manually by the user during New, Assess, and Authorized states

  C. Automatically depending on the category selected on the Change Request

  D. Manually by the user during all states, except Closed or Canceled

  Correct Answer: AD

• Question 32:

  Where can a change manager define the interval frequency for unauthorized change detection?

  A. The ci.change.unplanned business rule

  B. Event Processing Properties module

  C. Unauthorized Change Properties module

  D. Unauthorized change flow

  Correct Answer: C

• Question 33:

  What are two effective measures of performance for the Problem Management process? (Choose two.)

  A. Number of Problem that have Breached SLAs

  B. Average Problem Resolution Time

  C. Percentage of Problem Resolution within SLA by Category

  D. Problems older than 30 days by Priority and State

  Correct Answer: BD

• Question 34:

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

  A. Knowledge Articles

  B. Known Errors

  C. Class Manager

  D. Enterprise CMDB Dashboard

  E. Incident Overview Dashboard

  Correct Answer: CE

• Question 35:

  What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

  A. Manage Risk Assessments

  B. Delete CAB Definition

  C. Manage Risk Conditions

  D. Delete Change

  E. Create and manage Approval Policies

  Correct Answer: ACD

• Question 36:

  A new problem manager wants a high level view of the activities in problem management.

  What module do you recommend?

  A. Problem > Dashboard

  B. Problem > Overview

  C. Problem > Process Health Dashboard

  D. Problem > Homepage

  E. ITIL Manager > Homepage

  Correct Answer: B

• Question 37:

  When defining SLAs for the service catalog, at what level is the SLA typically defined?

  A. Catalog Task

  B. Requested Item

  C. Request

  D. Service Catalog

  Correct Answer: B

• Question 38:

  The ability to authorize requests is enabled using a role which requires a user license.

  What is this role?

  A. sn_approval_write

  B. sc_approver

  C. approver

  D. approver_user

  Correct Answer: D

• Question 39:

  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

  Correct Answer: B

• Question 40:

  Your client indicates they would like a way to designate VIP callers on an incident form.

  How would you accomplish this?

  A. VIP Flag reference decorator

  B. VIP flag dictionary entry

  C. VIP Flag field style

  D. VIP Flag action script

  Correct Answer: C