ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 71:

  What baseline Change Flows support the baseline Normal Change model?

  A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks
  B. Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks
  C. Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks
  D. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks
  A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

• Question 72:

  What happens when an existing service record is checked out in service Builder for editing?

  A. The service portfolio record is placed in a Work in progress state
  B. The service and offerings are temporarily unavailable for consumption
  C. A copy of the service is created and placed in a Draft state
  D. The original service record is placed in a Retired state
  C. A copy of the service is created and placed in a Draft state

• Question 73:

  Which role has the ability to modify the cart layout?

  A. itil
  B. itil_admin
  C. catalog_admin
  D. catalog_manager
  C. catalog_admin

• Question 74:

  Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

  A. Edit in Catalog Item Designer
  B. Edit in Item Designer
  C. Edit in Catalog Builder
  D. Edit in Form Designer
  C. Edit in Catalog Builder

• Question 75:

  On a Normal Change Model, what are some examples of the Model State Transitions that are defined for the Authorize state?

  A. Authorize to Draft, Authorize to Assess, Authorize to Review
  B. Authorize to Implement, Authorize to Assess, Authorize to Review
  C. Authorize to Canceled, Authorize to New, Authorize to Scheduled
  D. Authorize to Scheduled, Authorize to Closed, Authorize to New
  C. Authorize to Canceled, Authorize to New, Authorize to Scheduled

• Question 76:

  Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

  A. Knowledge ?Article Retire
  B. Knowledge ?Retire Authorize
  C. Knowledge ?Approval Retire
  D. Knowledge ?Retire-Approval Required
  E. Knowledge ?Instant Retire
  C. Knowledge ?Approval Retire

• Question 77:

  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
  C. Data Lookup Definitions

• Question 78:

  Which level are service commitments associated in the service portfolio taxonomy?

  A. Node
  B. Offering
  C. Portfolio
  D. Service
  D. Service

• Question 79:

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

  A. Requested Items
  B. Content Items
  C. Categories
  D. Execution Plans
  B. Content Items

• Question 80:

  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
  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