CIS-ITSM Practice Questions

Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

What tools are available to the assignee to help resolve an incident? Choose 2 answers

In the Quebec release of Change management, what new architectural features were added?

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...

When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

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...

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...

In Change Management, what does a Model State contain? (Choose two.)

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

What are the components of a Flow Action?

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...

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...

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

Where can a change manager define the interval frequency for unauthorized change detection?

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...

When using the Email Client, what is the difference between an Email Template and a Quick Message?

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...

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...

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

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...

In what table are Change records stored?

Prior to Quebec, when you click Change > Create New, which page is displayed?

How is the Resource Management application activated?

What is KCS (Knowledge Centered Services)?

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?

When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

Which record type would you use for a Computer request?

What are key relationships between Changes and Incidents? Choose 2 answers

What types of Conflicts are detected automatically on the Change request? Choose 3 answers

Where is the definition of what is provided, or not provided, for a service defined?

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

Where do you enable the Search as feature for an incident?

When using Catalog Builder, what can be built using templates? Choose 2 answers

Where can a change manager define the conditions that must be met before a change request can move from one state to another?

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers

Problem management provides what benefits for Incident management? Choose 2 answers

How are Releases related to Changes?

Where can a change manager define the interval frequency for unauthorized change detection?

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?

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

When using the Email Client, what is the difference between an Email Template and a Quick Message?

What defines the required approvals and the associated conditions for a change model?

Which organizational role is responsible for the the overall administrative capabilities of a portfolio?

What defines which catalog Items, and in what order, are included in an Order Guide?

Which catalog properly allows users to save partially-completed requests to complete and submit at a later time?

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

In Change management, what allows customers to define condition based flows for a fit for purpose model?