ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 41:

  In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the individual implementation steps to other groups or individuals.

  A. True

  B. False

  Correct Answer: B

• Question 42:

  In the baseline platform configuration, a Configuration Item must be specified before Approvals are requested for a Change Request.

  A. True

  B. False

  Correct Answer: B

  From dev instance - "Assignment Group" is required to request approval on a Change.

  Approvals go to Assignment

  Group and CAB.

• Question 43:

  Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?

  A. System Property - Restrict Articles to Callers

  B. Search Groups - Caller Restrictions

  C. Global Search

  D. Contextual Search - Search as

  Correct Answer: D

  "Administrators may enable Search As. This feature returns search results as both the current user as well as a user, such as the Caller, specified on the current form. This allows Agents to be confident that Articles shared with Users are appropriate to share with those users."

• Question 44:

  In the baseline platform configuration for an Emergency Change, __________ is required before a Change can be scheduled.

  A. Configuration Item identified

  B. CAB Approval

  C. Peer Approval

  D. Justification, Change Plan, Test Plan, and Execute Plan

  Correct Answer: B

• Question 45:

  A customer would like to modify the wording that appears when a user selects Change > Create New. Which type of record must be adjusted?

  A. Language File

  B. Interceptor

  C. Change Type Data Lookup

  D. Application Module

  Correct Answer: B

  The Edit Interceptor button can be used to: Modify wording on an existing option Modify the target URLs Add a new type of Change Note: all interceptors can be found (and modified) at: System Definition > Interceptors

• Question 46:

  Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?

  A. View a calendar of planned changes

  B. Document meeting notes and share with attendees

  C. Define a schedule and related logistics for CAB meetings

  D. Provide video and chat capabilities during CAB meetings

  Correct Answer: A

  The Workbench allows Change Managers to: Schedule a series of CAB meetings Manage meeting invitations and track meeting attendance Define CAB meeting agendas View a Change calendar Approve or reject Changes Review and take meeting notes

• Question 47:

  Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look up their name or email to join a walk-up queue.

  A. Employee Tag Reader (com.snc.tag_reader)

  B. User Badge Integration (com.snc.user_badge)

  C. Employee Scan Integration (com.snc.emp_scan)

  D. In Badge Reader Integration (com.snc.badge_reader)

  Correct Answer: D

• Question 48:

  _______________ is primarily focused on the details needed to manage and operate hardware and software.

  _______________ is primary focused on the financial aspects of hardware and software.

  A. Configuration Management, Asset Management

  B. Asset Management, Configuration Management

  C. IT Operations Management, IT Financial Management

  D. IT Service Management, IT Financial Management

  Correct Answer: A

  Asset Management

  Asset Management, monitors and maintains things of financial value to an entity or group. It may apply to

  both tangible assets such as buildings, computers, hardware or software and to intangible concepts such

  as intellectual property and goodwill. Something that has intrinsic value to a person or an enterprise.

  Configuration Management

  The Process responsible for maintaining information about Configuration Items required to deliver an IT

  Service, including their Relationships. This information is managed throughout the Lifecycle of the CI.

  Configuration Management is part of an overall Service Asset and Configuration Management Process.

  Entity or thing that you with to track that is required for the delivery of a service.

  CIs are the objects or things we care about.

  CIs have attributes that describe the objects.

• Question 49:

  As of Orlando, this plugin is now active by default to support the Service Catalog.

  A. Workflow Editor support (com.glideapp.servicecatalog.workflow_editor)

  B. Flow Designer support (com.glideapp.servicecatalog.flow_designer)

  C. Flow Editor support (com.glideapp.servicecatalog.flow_editor)

  D. Process Designer support (com.glideapp.servicecatalog.processdesign_editor)

  Correct Answer: B

• Question 50:

  How are Additional Comments and Work Notes intended to be used in notifications?

  A. Additional Comments - communicate with IT staff and end users; Work Notes - system generated log of updates

  B. ServiceNow merely offers both so customers may choose whether to use one, both, or neither

  C. Additional Comments - communicate with end users; Work Notes - communicate with IT staff

  D. Additional Comments - communicate with IT staff; Work Notes - communicate with end users

  Correct Answer: C

  set Additional comments (Customer visible)