CIS-ITSM Exam Questions

What are the Release types available on the baseline release record?

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

What baseline Change Flows support the baseline Normal Change model?

What are the components of a Flow Action?

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

What are key relationships between Change and Release Management? Choose 3 answers

In release management what controls the movement of the state from Scoping to Awaiting Approval?

What are key relationships between Change and Problem records? Choose 2 answers

You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What cou...

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?

How are Features related to Products and Releases?

How is granular read and write access for a specific change model defined?

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

What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers

Where should an admin go to view all of the search queries entered by users in the knowledge search?

Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

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

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

Released in Quebec, what tool enables the creation of templates for Catalog Items?

Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

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

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?

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

When a user submits a service request from a catalog what actions are triggered based on the flow definition? Choose 3 answers

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 3 answe...

When defining SLAs for the service catalog at what level is the SLA typically defined?

What functionality can be used to define the sequence of activities that should be taken to complete catalog items? Choose 2 answers

Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department. Which roles would enable you to make these required chan...

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

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?

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...

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.)

What is an example of a good use case for an Order Guide?

Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

You have just upgraded your instance and have not migrated to multimodal change. Using the default settings, when you click on Change > Create new, what page displays?

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 L...

What would you use to define a common grouping of configuration items such as all web servers in Miami?

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

Where are the timeframe conditions for sending an SLA breach warning notification defined?

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

A customer wants to add a new Catalog Item to the Service Catalog. What process would be used to ensure the new item is authorized?

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base m...

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

Your customer wants a catalog to contain two items: 1. A request with 1 approval and 2 fulfillment tasks 2. A link to a knowledge article What type of item would you use to satisfy...

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

On the Release record, what are the available options on the Release phase list?

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include: - Default - Major inci...