ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 61:

  Users with which role can Communicate a workaround or fix? (Choose two.)

  A. itil_admin
  B. problem_task_analyst
  C. problem_manager
  D. problem_admin
  B. problem_task_analyst
  C. problem_manager

• Question 62:

  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
  A. Proposed, Accepted, Rejected, Cancelled

• Question 63:

  Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

  A. Dictionary entry attribute
  B. Reference decorator
  C. Action script
  D. Field style
  B. Reference decorator

• Question 64:

  Where can a change manager define the fields that must be populated before a change request can move from the state of New to Assess?

  A. Choice conditions
  B. Model State Transition Conditions
  C. Dictionary Overrides
  D. State choice lists
  B. Model State Transition Conditions

• Question 65:

  By default, an Assignment group is automatically set on a change request record because of a business rule. How is the group identified?

  A. Change group on CI record, or if empty, the Change group on the Service offering
  B. Support group on CI record, or if empty, the Support group on the Service
  C. Support group on CI record, or the default assignment group for the user
  D. Support group on CI record, or if empty, the Support group on the Service offering
  B. Support group on CI record, or if empty, the Support group on the Service

• Question 66:

  Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?

  A. Stage on Requested item
  B. Status on Request
  C. State on Catalog Task
  D. State on Requested Item
  A. Stage on Requested item

• Question 67:

  A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?

  A. Use the Pin feature
  B. Make a Favorite
  C. Use the keyword search
  D. Drag the change tile to the Navigation pane
  A. Use the Pin feature

• Question 68:

  Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

  A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy
  B. Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the baseline flow
  C. Deactivate the baseline Change - Emergency - Authorize Flow
  D. Unpublish the baseline Change - Emergency - Authorize Flow
  A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy

• Question 69:

  Which is the process responsible for delivering items that have been ordered from a Service Catalog?

  A. Service Catalog Management
  B. Catalog Workflows
  C. Catalog Fulfillment
  D. Catalog Item Design
  E. Request Management
  C. Catalog Fulfillment

• Question 70:

  How are the relationships between services and offerings that are built in Service Portfolio Management transferred to the Configuration Management Database (CMDB)?

  A. Only parent:child (service:offering) relationships are automatically created in the CMDB
  B. If the service is defined as a business service, the relationships and dependencies will be automatically in the CMDB
  C. All CMDB relationships and dependencies are automatically created upon publishing the service and offerings
  D. Any required CMDB relationships and dependencies must be created manually
  B. If the service is defined as a business service, the relationships and dependencies will be automatically in the CMDB