ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 51:

  Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.

  Your customer wants the catalog to contain two items:

  1.

  Construction request

  2.

  Getting Started with Construction Requests

  The Getting Started Item should contain a link to a Knowledge Article.

  What type of item would you use to satisfy the requirement for the Getting Started Item?

  A. Knowledge Item

  B. Record Producer

  C. Content Item Most Voted

  D. Order Guide

  E. Catalog Item

  Correct Answer: C

• Question 52:

  In the Quebec release of Change management, what new architectural features were added?

  A. Catalog builder and Change Designer

  B. Change Flows, Change Designer and Change Approval Matrix

  C. Change Models, Change Flows and State Transition Models D. Change PIR Assessments, Change Designer and Change Approval Policies

  Correct Answer: C

• Question 53:

  When a Service Desk again shares a "How to' item with a customer what type of record is being shared?

  A. Knowledge article

  B. Content object

  C. How to document

  D. Information item

  Correct Answer: A

• Question 54:

  Which property on an order guide will pass variables from one item to another item with equivalent variables?

  A. Cascade Variables

  B. Share Variables

  C. Waterfall Variables

  D. Mirror Variables

  Correct Answer: A

• Question 55:

  What should you use to capture data in a grid layout on a catalog item?

  A. Cascade variable

  B. Multi-row variable set

  C. Grid variable

  D. Enable set

  Correct Answer: B

• Question 56:

  Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

  A. Change Assess Approval Subflow

  B. Change Approval Policy

  C. Change Approval Subflow

  D. Change Approval Matrix

  Correct Answer: A

• Question 57:

  A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

  What role is required to delete a problem record?

  A. problem_admin

  B. problem_coordinator

  C. so_problem_delete

  D. RH_manager

  E. problem_manager

  Correct Answer: A

• Question 58:

  When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

  A. catalog_manager

  B. itil_admin

  C. catalog_builder_editor

  D. catalog_editor

  E. catalog_admin

  Correct Answer: ADE

• Question 59:

  The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

  A. New. Work: m progress Escalated Communicated

  B. Proposed. Accepted Rejected Cancelled

  C. Proposed Received eCAB Convened Closed

  D. Proposed Accepted Reacted Reopened

  Correct Answer: B

• Question 60:

  The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

  Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

  A. 104

  B. "Fix in Progress"

  C. ProblemState.STATES.FIX_IN_PROGRESS

  D. 104.ProblemState.STATES.FIX_IN_PROGRESS

  Correct Answer: C