CIS-ITSM Practice Questions

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They...

Which record type would you use for an Ask a Question form that would generate an Incident?

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

The Problem table is extended from what table?

A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers

A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

As of Quebec. Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

Which Change request fields are used in conflict detection? Choose 3 answers

When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the prob...

By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?

On the "Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers

Which Service Portfolio Management phase does a service belong to when it is in operational state?

What optional Incident table is extended from the Task table?

A problem record is the Parent to what record?

Which role has the ability to configure and manage incident Management properties?

Which of the following roles has the ability to create and manage user criteria for service catalogs?

When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?

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

On an incident record, where are the fields that appear on the caller lookup select box defined?

Incidents are stored in what table?

How are the relationships between services and offerings that are built in Service Porfolio Management transferred to the Configuration Management Database (CMDB)?

Which of the following can leverage user criteria for controling access? Choose 2 answers

What is the minimum number of offering(s) a service must have to move to the Catalog phase?

Which of these can be associated with a service within the service portfolio taxonomy?

Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical. Other articles are written for end users, with simple instructio...

A Portfolio Manager is primarily concerned with the performance of what hierarchy?

Which of the following are defined for a given change model? Choose 3 answers

When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

Which service types can be managed through the scope of Service Portfolio Management? Choose 2 answers

Which platform role can create service portfolios and taxonomy nodes?

Which is the process responsible for delivering items that have been ordered from a Service Catalog?

After publishing an item via Catalog Builder, the associated update set is set to which state?

From which table, is the Incident table extended?

Conflict detection in change management can identify conflicts from which of the following reasons?

Which ServiceNow user role provides read-only access to service and service offering records?

The Incident Variable Editor is used to display on which of these records?

On an incident record, where are the fields that appear on the caller lookup select box defined?

Which role has the ability to create a new CI class?

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...

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

How do you retain the history of all CI attribute updates from all discovery sources?

In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days?

What defines when a problem record can automatically move from the New to Assess state?

What module do you use to change the setting for the time between incident Resolution and Closure?

Incidents are stored what table?

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

The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

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?