CIS-ITSM Practice Questions
182 real CIS-ITSM exam questions with expert-verified answers and explanations. Page 2 of 4.
- Question #51Change Management
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
Change ManagementPost Implementation ReviewChange WorkflowEmergency Change - Question #52Incident Management
What tools are available to the assignee to help resolve an incident? Choose 2 answers
Incident resolutionAssignee toolsKnown ErrorsKnowledge utilization - Question #53Change Management
In the Quebec release of Change management, what new architectural features were added?
Change ManagementQuebec releaseChange ModelsState Transition Models - Question #54Change Management
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. What should you do to s...
Change ManagementApproval PoliciesConditional ApprovalsNormal Change Model - Question #55Service Catalog and Request Management
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
Service CatalogReusabilityVariable SetsFlow Designer - Question #56Service Catalog and Request Management
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Survey AdministrationUser FeedbackServiceNow PlatformNotifications - Question #57Service Catalog and Request Management
When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)
Flow Designer configurationProcess stagesService Catalog fulfillmentRequest management - Question #58Problem Management
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue...
Problem Management ProcessProblem Lifecycle StatesProblem Re-analysisRoot Cause Analysis - Question #59Service Catalog and Request Management
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 abou...
Service CatalogService offeringsService deliveryCustomer services - Question #60Change Management
In Change Management, what does a Model State contain? (Choose two.)
Change ManagementModel StatesState TransitionsWorkflow Configuration - Question #61Incident Management
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Incident CategorizationUser ExperienceITSM Best PracticesProcess Efficiency - Question #62Service Catalog and Request Management
What are the components of a Flow Action?
Flow DesignerFlow ActionsProcess AutomationComponents - Question #63Service Catalog and Request Management
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this r...
Service CatalogCatalog ItemCart LayoutQuantity Field - Question #64Change Management
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flo...
Flow DesignerFlow ActionsAutomationChange Management - Question #65Incident Management
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
Inbound Email ActionsEmail WatermarksIncident UpdatesEmail Integration - Question #66Incident Management
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
Incident Auto-closureFlow DesignerProcess AutomationIncident Workflow - Question #67Change Management
Where can a change manager define the interval frequency for unauthorized change detection?
Unauthorized Change DetectionChange Management ConfigurationSystem PropertiesITSM Best Practices - Question #68Service Catalog and Request Management
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the...
Service CatalogRequest ManagementWorkshop PreparationNow Create - Question #69Incident Management
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Email ClientEmail TemplatesQuick MessagesCommunication Tools - Question #70Problem Management
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 pro...
Problem Management ProcessTask AutomationFlow DesignerProcess Automation - Question #71Service Catalog and Request Management
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accu...
Service CatalogCatalog Item LifecycleITSM ProcessesService Definition - Question #72Problem Management
Users with which role can Communicate a workaround or fix? (Choose two.)
ServiceNow RolesProblem Management RolesCommunicationWorkarounds - Question #73Incident Management
Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that: The Network Suppo...
Assignment GroupReference QualifierDictionary OverrideGroup Configuration - Question #74Change Management
In what table are Change records stored?
ServiceNowChange ManagementTable Names - Question #75Change Management
Prior to Quebec, when you click Change > Create New, which page is displayed?
Change ManagementServiceNow UIInterceptorRelease Specific Features - Question #76Service Portfolio Management
How is the Resource Management application activated?
Resource ManagementPlugin activationPPM Standard - Question #77Knowledge Management
What is KCS (Knowledge Centered Services)?
KCSKnowledge-Centered ServiceKnowledge Management MethodologyBest Practices - Question #78Problem Management
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?
Problem Management RolesRole ResponsibilitiesProblem CommunicationServiceNow Roles - Question #79Incident Management
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
Inbound Email ActionsIncident creationEmail processingWatermark - Question #80Service Catalog and Request Management
Which record type would you use for a Computer request?
Service CatalogCatalog ItemRequest ManagementRecord Types - Question #81Change Management
What are key relationships between Changes and Incidents? Choose 2 answers
Change ManagementIncident ManagementProcess InterdependencyITSM Relationships - Question #82Change Management
What types of Conflicts are detected automatically on the Change request? Choose 3 answers
Change ManagementConflict DetectionBlackout SchedulesMaintenance Windows - Question #83Service Portfolio Management
Where is the definition of what is provided, or not provided, for a service defined?
Service scopeService definitionITSM - Question #84Problem Management
A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?
Known ErrorKnowledge BaseProblem ManagementArticle Templates - Question #85Knowledge Management
Where do you enable the Search as feature for an incident?
Related SearchKnowledge deflectionIncident form configurationSearch as you type - Question #86Service Catalog and Request Management
When using Catalog Builder, what can be built using templates? Choose 2 answers
Catalog BuilderService CatalogCatalog ItemsOrder Guides - Question #87Change Management
Where can a change manager define the conditions that must be met before a change request can move from one state to another?
Change ManagementState TransitionsChange ModelsWorkflow Configuration - Question #88Change Management
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers
Change ManagementConfiguration Item (CI)CMDBChange-CI relationship - Question #89Problem Management
Problem management provides what benefits for Incident management? Choose 2 answers
Problem Management benefitsIncident reductionWorkaroundsIncident resolution - Question #90Change and Release Management
How are Releases related to Changes?
Release ManagementChange ManagementITSM ProcessesRelationship - Question #91Change Management
Where can a change manager define the interval frequency for unauthorized change detection?
Unauthorized Change DetectionChange Management ConfigurationSystem Properties - Question #92Incident Management
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
UI ActionsIncident AssignmentField Population LogicUser Experience - Question #93Change Management
If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers
Change ManagementAccess ControlRolesUser Criteria - Question #94Incident Management
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Email ClientEmail TemplatesQuick MessagesCommunication Tools - Question #95Change Management
What defines the required approvals and the associated conditions for a change model?
Change ManagementApproval PoliciesServiceNow ConfigurationChange Models - Question #96Service Portfolio Management
Which organizational role is responsible for the the overall administrative capabilities of a portfolio?
Portfolio Management RolesPortfolio ManagerRole ResponsibilitiesITSM Roles - Question #97Service Catalog and Request Management
What defines which catalog Items, and in what order, are included in an Order Guide?
Order GuideService CatalogCatalog ItemsRules - Question #98Service Catalog and Request Management
Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?
Service CatalogWish ListRequest SubmissionUser Features - Question #99Configuration Management Database
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
CMDBCI Class ManagerClass HierarchyTable Definitions - Question #100Change Management
In Change management, what allows customers to define condition based flows for a fit for purpose model?
Change ManagementState Transition ModelsCondition-based flowsChange Models