ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 61:

  Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled.

  How could you meet this requirement? (Choose two.)

  A. On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes

  B. Enable system property com snc incident.mcidentjask closure

  C. Edit system property com.snc incident autoclose basedon resolved_at

  D. On Incident Properties, for Autoclose Incident Tasks, select Yes

  Correct Answer: CD

• Question 62:

  Which type of catalog item may be found in a Service Catalog?

  A. Categories

  B. Content Items

  C. Requested Items

  D. Execution Plans

  Correct Answer: B

• Question 63:

  What are key relationships between Change and Release Management? (Choose three.)

  A. A Change can contain one or more Releases

  B. A Release can contain one or more Changes

  C. Release management application is required, to use the Change management application

  D. Change management provides governance which includes Release management

  E. Change includes planning and approvals, Release includes building resting and execution of changes

  Correct Answer: CDE

• Question 64:

  ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.

  What is this resource called?

  A. Service Portal

  B. Service Dashboard

  C. Service Map

  D. Service One Stop Shop

  E. Service Catalog

  Correct Answer: E

• Question 65:

  If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

  A. The agent is prompted to select the Assignment group

  B. An error is displayed indicating the agent must manually assign the incident

  C. The Assignment group field will not populate

  D. The Assignment group field automatically populates with the agent's primary group

  Correct Answer: A

• Question 66:

  When using the Email Client, what is the difference between an Email Template and a Quick Message?

  A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

  B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

  C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning

  D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

  Correct Answer: B

• Question 67:

  On a request form, the requester needs to indicate when they need to receive the item.

  What Variable type would you use for this information?

  A. Duration

  B. Due Date

  C. Date Picker

  D. Date

  Correct Answer: D

• Question 68:

  Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

  A. sn_business_user

  B. sn_problem_read

  C. sn_service_owner

  D. sn_problem_write

  E. sn_problem_business_user

  Correct Answer: B

• Question 69:

  Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

  A. Content Item

  B. Record Producer

  C. Knowledge Item

  D. Order Guide

  E. Catalog Item

  Correct Answer: A

• Question 70:

  When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

  A. Sets of Variables

  B. Entitlements

  C. Icons

  D. Flows and Subflows

  Correct Answer: AD