ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 41:

  What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

  A. Workflow

  B. Activity Map

  C. Flow

  D. State Transitions

  Correct Answer: AC

• Question 42:

  On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

  A. Authorize to Draft. Authorize to Assess. Authorize to Review

  B. Authorize to Implement, Authorize to Assess, Authorize *o Review

  C. Authorize to Canceled, Authorize to New, Authorize to Scheduled

  D. Authorize to Scheduled Authorize to Closed, Authorize to New

  Correct Answer: C

• Question 43:

  The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?

  A. Proposed, Accepted, Rejected, Cancelled

  B. Proposed, Accepted, Rejected, Reopened

  C. Proposed, Received, eCAB Convened, Closed

  D. New, Work in progress, Escalated, Communicated

  Correct Answer: A

• Question 44:

  Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

  A. On the Cart Layout, Columns tab, unselect Quantity column

  B. On the Catalog Item, Columns tab, unselect Quantity column

  C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted

  D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity

  E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

  Correct Answer: C

• Question 45:

  When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application? (Choose two.)

  A. sn_incident_write

  B. sn_incident_insert

  C. sn_incident_update

  D. sn_incident_read

  Correct Answer: BC

• Question 46:

  Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.

  What Now Create assets do you recommend they review, to prepare? (Choose two.)

  A. Service Catalog and Request Mgmt - Workshop Preparation Guide

  B. Service Catalog and Request Mgmt - Process Guide

  C. IT Service Management - Typical Challenges and Remediation

  D. ITSM - Business Outcomes and Corresponding KPIs

  Correct Answer: AB

• Question 47:

  On an incident record, where are the fields fiat appear on the caller lookup select box defined?

  A. The ref_contributions attribute on the caller lookup form

  B. The ref_ac_column attribute from the dictionary entry

  C. The Caller lookup field on the [user] table

  D. The form design of the caller lookup form

  Correct Answer: B

• Question 48:

  What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

  A. Publish Workaround

  B. Document a Known error

  C. Complete Investigation

  D. Complete RCA

  E. Document Five Whys

  Correct Answer: A

• Question 49:

  In release management what controls the movement of the state from Scoping to Awaiting Approval?

  A. Flow

  B. State model

  C. Manual state selection

  D. Workflow

  Correct Answer: D

• Question 50:

  Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

  A. Too many options may confuse users and increase mis-categorization

  B. Choices have no additional metadata to drive process

  C. It is difficult to implement

  D. It is not part of the baseline instance

  Correct Answer: AB