ServiceNow Certification CIS-ITSM Exam Training Questions

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ServiceNow Certification CIS-ITSM exam training questions are available, which are valuable for you to test all the exam topics. CIS-ITSM exam information can help you understand the test well. There are 65 multiple-choice questions in the real ServiceNow CIS-ITSM exam, and you have 90 minutes to finish the test. Our ServiceNow CIS-ITSM exam training questions can guarantee you pass easily. Free CIS‑IT Service Management CIS-ITSM exam training questions are below.

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1. Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

Just CIs defined directly in cmdb_ci_computer

CIs defined directly in cmdb_ci_computer and all parent classes

CIs defined directly in cmdb_ci_computer and all child classes

2. Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

Managed by

Support group

Approval group

Change group

3. Which of the following are defined for a given change model? (Choose three.)

Phase transitions

State model

State transition conditions

Phase model

State transitions

4. When is a change task for Post Implementation Review created for an unauthorized change?

When the change request moves to Close

When a change manager accepts the change

When the change request moves to a state of Review

When the change request moves to a state of Assess

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

Reports

CI Class Manager

Application Menus

Dependency View

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

Setting a variable to mandatory

Apply a requirement to all form views

Setting a catalog category to visible

Setting a variable to read-only

7. Which type of catalog item should be used to create an incident record from the portal?

Incident Template

Request Item

Order Guide

Record Producer

8. Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

sn_incident_read

itsm_incident_read

incident_manager

sn_incident_write

itsm_incident_write

9. A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

User name -

Manager name -

Email Address -

Employee ID -

How would you modify the quick view frame?

Update the sys_popup view for the user table

Update the sys_quick view for the caller table

Update the sys_popup view for the caller table

Update the sys_quick view for the user table

10. 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 instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers.

What feature would you use, to satisfy this requirement?

Internal/External Highlighting

Search as User

Show User Viewable

User Only View

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11. 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?

Edit in Catalog Item Designer

Edit in Item Designer

Edit in Catalog Builder

Edit in Form Designer

12. 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 Support group record has the Group types: Incident and Change

The Network CAB group record has the Group type: Change

What could you do on the incident form, for the Assignment Group field, to resolve this issue?

Add a UI action to hide the Network CAB group from the list

Add a UI action to provide an error message if the Network CAB group is selected

Add Dictionary Override to specify the Incident group Reference Qualifier

Modify the choice list to include only the appropriate group types

13. Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

Chat Bot

Related Search Results

Knowledge Bases

Intelligent Agent

Agent Assist

14. Which capability provides visibility to data joined between multiple tables?

Database Views

Metric Tables

Published Reports

Custom Tables

Breakdown Sources

15. What tools are available to the assignee to help resolve an Incident? (Choose two.)

Knowledge Articles

Workarounds

CI Class Manager

Incident Overview Dashboard

Enterprise CMDB Dashboard

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

New incident created from the message

New interaction is created from the message

Email is rejected and auto-reply sent to sender

New case is created from the message

17. Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

The workaround is helpful information for the Callers on the Problem's related Incidents (open)

The workaround should be published to a knowledge article, visible from the portal

The workaround is helpful information for the members of the Problem's Assignment Group

The workaround is helpful information for the members of the Problem's Work notes list

18. Which interface is designed for tier 1 IT agents who solve internal or external customer issues?

ITSM Dashboard

IT Service Management Workspace (Agent Workspace)

ITIL Homepage

Incident Overview

19. When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)

Runbook Actions

Knowledge

SQL Queries

Problems

Changes

Cases

Incidents

20. Which module is a useful starting point for a manager to view current state operational information for Incident management?

CMDB Health Dashboard

Incident > Overview

Manager Workspace

Critical Incidents Map

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21. The Problem table is extended from what table?

Task

Major Incident

Outage

Problem Task

Incident

22. The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.

Which module could they use to make this change?

Problem > Administration » Problem Properties

System UI > UI Action Groups

State Management > State Models

System UI > Form Actions

System UI > UI Actions

23. 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 problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement?

State Model

Workflow Dashboard

Action Modeler

Task Creator

Flow Designer

24. Your customer needs help defining Category values for the Problem records.

What approach should you suggest? (Choose two.)

Re-use existing categories from legacy systems

Define categories based on the customer’s CMDB classes

Re-use existing categories from incident management

Define categories based on ITIL problem taxonomy

25. When a user clicks on the Communicate fix UI action on the Problem form, what happens?

Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem

Fix is written to the Work notes field on any Incident associated with the problem, which is Active

Fix is written to the Comments field on any Incident associated with the problem, which is Active

Fix is written to a draft Knowledge article

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

itil_admin

problem_coordinator

problem_task_analyst

problem_admin

27. When a user clicks on the Communicate workaround UI action on the Problem form, what happens?

Workaround is written to the Comments field on any open Incident associated with the problem

Workaround is written to the Workaround field on any incident associated with the problem

Workaround is written to a draft Knowledge article

Workaround is written to the Work notes field on any open Incident associated with the problem

28. A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.

What do you recommend that they confirm, before submitting the bug report? (Choose two.)

Tester is impersonating a user with communications.manager role

Tester is impersonating the assignee, which has the problem_coordinator role

Tester is impersonating a user with problem_coordinator role

The Fix notes field is filled in and saved

29. Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)

Short Descriptor

State

Assigned to

Configuration Item

30. On a Change Approval Definition record, what does the ‘wait for’ condition define?

Whether the change approval is sent to an individual user or a group

The state the change must be in before the approval notifications can be sent

The number or percentage of users from the approval group that must approve the change

The fields that must be populated before the approval can be requested

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31. In what table are Change records stored?

Change [change_task]

Change Request [rfc]

Change Request [change_request]

Change [change]

Change [task_change]

32. Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.

How would you satisfy this requirement?

Update the Risk Property for Insufficient lead time

Update the Risk Assessment Matrix for Insufficient lead time

Update the Calculate Risk UI Action

Update the Risk Matrix for insufficient lead time

Update the Risk Condition for Insufficient lead time

33. How are Releases related to Projects?

Project tasks and Release tasks are interchangeable

Projects can be part of one or more releases

Project features are components of a release

Projects need to be completed before releases can be defined

Projects are used to do root cause analysis for releases

34. What baseline Change Flows support the baseline Normal Change model?

Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks

Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks

Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

35. Which of the following Change Task Types are available by default? (Choose three.)

Planning

Testing

Review

Deployment

Verification

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

Populate Assignment Group based on CI/SO

Auto-populate ITSM Assignment Groups

ITSM Assignment Lookup Rule

Automatic Assignment for ITSM

37. In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

Change requests meeting different conditions, like Risk level or Type

Change requests planned within a certain date range

Use any of the options on the Agenda Criteria Tab

Change requests for a certain Change Flow Definition

38. A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient.

What should you suggest to make it easier for the change user?

Use the Pin feature

Make a Favorite

Use the keyword search

Drag the change tile to the Navigation pane

39. Roles control which users can perform which actions on a change record.

What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)

Update Change Type on an existing change record

Delete a Change record

Delete a Standard Change Template

Delete CAB Definition

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

Automatically via the Change - Implementation subflow

Manually by the user during New, Assess, and Authorized states

Automatically depending on the category selected on the Change Request

Manually by the user during all states, except Closed or Canceled

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41. In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

They are automatically canceled

They are automatically closed

They are automatically assigned to the Change assignee and closed

An error displays, requiring that the Tasks be closed before moving to Review

42. On the Unauthorized Change Properties module what can you configure? (Choose two.)

Enable/Disable creation of Unauthorized changes

Maximum number of unauthorized change records for a CI

Unauthorized Change Dashboard

CI classes to monitor

43. How do you describe the relationship between a Knowledge article and a Knowledge base category?

Articles can only be published to one category

Articles must be published to at least one category

Articles must be approved by the selected category owner

Articles can be published to a category and subcategory

44. What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

10 Star scale

Comment on Article

Helpful?

Flag Article

5 Star scale

Pin Article

45. When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

On Valid to date, article is automatically retired

On Valid to date, retire notification is sent to the Knowledge article author

On Valid to date, retire notification is sent to the Knowledge base owner

On Valid to date, the article is archived

46. In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.

Users with what roles can make these edits? (Choose two.)

catalog_admin

sc_catalog_admin

catalog_editor

sn_catalog_homepage_write

admin

47. What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?

Knowledge item

Record Producer

Catalog Item

Order Guide

Content Item

48. Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?

Workflow Mapper

Workflow Manager

Flow Designer

Flow Dashboard

Process Designer

49. 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, accurate, and consistent source of data is provided?

Service portfolio management

Catalog item management

Service mapping

Service catalog management

50. Your customer needs different catalogs for:

Human Resources - employee facing - for submitting requests to HR

Customer - external customer facing - for ordering company products and services

When these catalogs are created, in which table would the definition be stored?

Business Services Catalog [bs_catalog]

Catalog [sc_catalog]

Service Portfolio Catalog [sc_portfolio]

Service Offering Catalog [sn_offering]

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51. When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

Manager

Contributors

Owner

Editors

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

Requested Items

Record Producers

ServiceNow Certification CIS-ITSM Exam Training Questions

ServiceNow Certification CIS-ITSM Exam Training Questions

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