ServiceNow ServiceNow Certifications CIS-ITSM Questions & Answers

• Question 71:

  Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder? (Choose two.)

  A. timestamp

  B. item author

  C. variables

  D. catalog(s)

  E. item name

  Correct Answer: AE

• Question 72:

  Which role would give you access to the CI Class Manager?

  A. ecmdb_admin Most Voted

  B. ecmdb

  C. class_manager

  D. sn_class_manager

  Correct Answer: A

• Question 73:

  Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

  What feature would you use to meet this requirement?

  A. State Model

  B. Workflow Dashboard

  C. Action Modeler

  D. Task Creator

  E. Flow Designer

  Correct Answer: E

• Question 74:

  Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.

  Which business rule already satisfies this requirement?

  A. Populate Assignment Group based on CI/SO

  B. Populate Assignment Group based on Cl Support Group

  C. Problem Assignment Group based on CI Support Group

  D. ITSM Best Practice Group Assignment

  Correct Answer: A

• Question 75:

  What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

  A. Helpful

  B. 10 Star scale

  C. Comment on Article

  D. Pin Article

  E. 5 Star scale

  F. Flag Article

  Correct Answer: CDEF

• Question 76:

  What are the components of a Flow Action?

  A. Processes, Subprocess aid Action Steps

  B. Indexes, Processes and Outputs

  C. Inputs Action Steps and Outputs

  D. Inputs Processes, Subprocesses and Outputs

  Correct Answer: C

• Question 77:

  Which of the following cannot be defined or set through a Catalog UI Policy?

  A. Apply a requirement to all form views

  B. Setting a variable to mandatory

  C. Reverse UI Policy if conditions are false

  D. Setting a variable to read-only

  Correct Answer: A

• Question 78:

  What are key relationships between Change and Problem records? (Choose two.)

  A. A Problem must be associated with a Change, before it can be closed

  B. Changes which cause incidents should have an associated Problem

  C. A Change can cause a Problem

  D. Problem can be solved by a Change

  Correct Answer: CD

• Question 79:

  What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

  A. % Successful Changes

  B. Count of Completed Changes per Month, by Change Type

  C. % Unauthorized Changes

  D. Count of Completed Changes per Month, by Category

  Correct Answer: AC

• Question 80:

  Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.

  Which module should you use to locate and update the Priority Problem Lookup record?

  A. Priority Matrix

  B. Choice Lists

  C. Data Lookup Definitions

  D. Priority Rule Definitions

  Correct Answer: C