ServiceNow CIS-ITSM Dumps - Certified Implementation Specialist - IT Service Management PDF Sample Questions

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Exam Code:
CIS-ITSM
Exam Name:
Certified Implementation Specialist - IT Service Management
113 Questions
Last Update Date : 27 November, 2023
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Sample Questions

Realexamdumps Providing most updated Certified System Administrator Question Answers. Here are a few sample questions:

ServiceNow CIS-ITSM Sample Question 1

Which of the following are valid values in the "Action Type" field of the Inbound Email Action? (Choose two.)


Options:

A. Update Action
B. New Action
C. Reply Email
D. Forward Email
E. Record Action

Answer: C, E Explanation: Explanation: There are 2 choices in Action Type field: Record Action and Reply Email.

ServiceNow CIS-ITSM Sample Question 2

In record producers, you can map a variable to encrypted fields.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 3

Which of the following ways can be used to detect problems? (Choose all that apply.)


Options:

A. Top-down problem detection
B. Reactive problem detection
C. Proactive problem detection
D. Bottom-up problem detection
E. Third-party integrations

Answer: B, C, F

ServiceNow CIS-ITSM Sample Question 4

What is the intent of the Watch List in some notifications?


Options:

A. To copy people on notifications sent to the assignee.
B. None of the listed answers.
C. To copy people on notifications sent to the assignment group.
D. To copy people on notifications sent to the caller.

Answer: E

ServiceNow CIS-ITSM Sample Question 5

What is the module name that is used to access configuration base items?


Options:

A. Configuration Items > Base Items
B. Configuration > Base Items
C. CMDB > Base Items
D. Base Items > Configuration

Answer: C

ServiceNow CIS-ITSM Sample Question 6

Which module is used to view a list of Knowledge Bases?


Options:

A. Knowledge Base > All
B. Knowledge > Knowledge Bases > All
C. Knowledge > Administration > Knowledge Bases
D. Knowledge Base > Administration > All

Answer: D

ServiceNow CIS-ITSM Sample Question 7

Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?

Actual start is set when the _____________.


Options:

A. State changes to Implement. Actual end is set when the State changes to Review.
B. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
C. State changes to Implement. Actual end is set when the State changes to Closed.
D. State changes to Scheduled. Actual end is set when the State changes to Review.

Answer: A Explanation: Explanation: Actual start date and Actual end date are set by functions in the Change Request State ModelScript Includes. When the state changes to Implement, the Actual Start date is set to the cu rrentdate/ time. When t he state changes to Review, the Actual End date is populated.

ServiceNow CIS-ITSM Sample Question 8

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same

industry / number of users / region?


Options:

A. Reporting
B. Benchmarks
C. Scheduled Reports
D. Performance Analytics

Answer: E

ServiceNow CIS-ITSM Sample Question 9

Which of the following is set as the default value for Category in Incident form?


Options:

A. Hardware
B. Inquiry
C. Software
D. None of the listed values

Answer: B Explanation: Explanation: Inquiry is listed in the Data Dictionary as the default value for Category. If you want to delete all data in the Category field, you should change this or otherwise the Inquiry will remain the default value.

ServiceNow CIS-ITSM Sample Question 10

Which of the following reports are available for incidents in the baseline instance? (Choose three.)


Options:

A. Closed Incidents
B. Incidents Open per Month
C. Critical Open Incidents
D. Incidents Open per Week
E. Incidents by Priority and State

Answer: C, D, F

ServiceNow CIS-ITSM Sample Question 11

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice

notifications.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 12

What should you do in order to edit the template used to populate fields of known error article created from a problem?


Options:

A. Modify "Problem Known Error article" record in the "csm_table_map" table
B. Modify "Problem Known Error article" record in sys_template table
C. Modify "Problem Known Error article" record in the "known_error_article" table
D. Modify "Problem Known Error article" record in the Knowledge Base

Answer: B

ServiceNow CIS-ITSM Sample Question 13

The "Assigned to me" button will validate if the current user is a member of the Assignment Group.


Options:

A. True
B. False

Answer: B Explanation: Explanation: No such validation is done in the OOTB implementation.

ServiceNow CIS-ITSM Sample Question 14

In Problem Management, which role is required to delete a problem record?


Options:

A. itil
B. problem_coordinator
C. nobody
D. problem_admin

Answer: E

ServiceNow CIS-ITSM Sample Question 15

When does the Actual End Date get auto-populated in the change request form?


Options:

A. When state changes to Review.
B. When state changes to Closed.
C. When state changes to Implement.
D. Actual End Date is never auto-populated. It should be set manually.

Answer: B

ServiceNow CIS-ITSM Sample Question 16

It is possible to use the same categories for both incidents and problems.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 17

Catalog UI Policies may be applied to _____________. (Choose two.)


Options:

A. Catalog Categories
B. Catalog Items
C. Variable Sets
D. Service Catalogs

Answer: B, D

ServiceNow CIS-ITSM Sample Question 18

Which table can be used to build a report to see which knowledge articles are no longer viewed by users?


Options:

A. kb_feedback
B. kb_use
C. kb_article_statistics
D. kb_knowledge

Answer: B Explanation: Explanation: kb_use table stores a record every time an article is viewed. It is useful to build reports to see which articles are no longer viewed.

ServiceNow CIS-ITSM Sample Question 19

Which module to use in order to change the default behavior of "Communicate Workaround" in problems?


Options:

A. Configurations > UI Actions
B. System Policy > Script Actions
C. System Policy > UI Actions
D. Configurations > Script Actions

Answer: C

ServiceNow CIS-ITSM Sample Question 20

REVIEW

Which key performance indicators can be influenced by effective Problem

Management? Select all that apply.


Options:

A. Average Time to Resolve a High Priority Incident
B. % of high priority Problems
C. Average time to close a Problem
D. % of Incidents Resolved on First Contact

Answer: B, D

ServiceNow CIS-ITSM Sample Question 21

A Requested Item may be associated with one or more Requests.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 22

Which of the following can be used to standardize the body of outbound email notifications?


Options:

A. Email Client
B. Variable Sets
C. Inbound Action
D. Email Templates

Answer: D Explanation: Explanation: Please do not miss this question. "Email Templates" is the ONLY reasonable answes

ServiceNow CIS-ITSM Sample Question 23

Which of the following roles can delete a problem task? (Choose all that apply.)


Options:

A. itil
B. admin
C. problem_task_analyst
D. problem_admin
E. problem_manager

Answer: B, E

ServiceNow CIS-ITSM Sample Question 24

Which of the following ITIL terms refers to the cause of one or more incidents that is typically unknown at the time of detection?


Options:

A. Problem
B. Unknown Error
C. Issue
D. Configuration Item

Answer: B

ServiceNow CIS-ITSM Sample Question 25

Which of the following roles can delete a catalog?


Options:

A. catalog_manager
B. itil_admin
C. catalog_admin
D. Nobody can delete catalogs

Answer: D

ServiceNow CIS-ITSM Sample Question 26

In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.

The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings

Where should this be changed in the platform?


Options:

A. System Property
B. Client Script
C. Priority Calculation Business Rule
D. Priority Data Lookups Table

Answer: E

ServiceNow CIS-ITSM Sample Question 27

Inbound Actions can be configured to enable creating or updating problems.


Options:

A. True
B. False

Answer: B Explanation: Explanation: Inbound actions can be used only to update problems but not to create them.

ServiceNow CIS-ITSM Sample Question 28

Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)


Options:

A. Flags
B. Views
C. Helpful (Yes/No)
D. Comments
E. Star Rating

Answer: A, C, D, F

ServiceNow CIS-ITSM Sample Question 29

Primary tables associated with Request Fulfillment begin with the prefix __________.


Options:

A. rm_
B. rf_
C. sc_
D. req_

Answer: D

ServiceNow CIS-ITSM Sample Question 30

What will be the next state when the "Request Approval" button is clicked in normal change form?


Options:

A. Approval Requested
B. Open
C. Authorize
D. Assess

Answer: E

ServiceNow CIS-ITSM Sample Question 31

What is the purpose of "Search As" field in the contextual search table configuration?


Options:

A. When enabled, the agent can impersonate the user in the caller field and search for related knowledge articles.
B. When enabled, the contextual search feature will show an additional tab that shows the related articles that are permitted to be seen by the user defined in the "Search as" field.
C. When enabled, the agent can select which user to use when searching for related knowledge articles.
D. When enabled, the contextual search feature will show an additional tab that shows the related articles that are permitted to be seen by the caller user.

Answer: C

ServiceNow CIS-ITSM Sample Question 32

The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.


Options:

A. Template [sys_template]
B. Task [task]
C. Change Request [change_request]
D. Record Producer [sc_cat_item_producer]

Answer: E

ServiceNow CIS-ITSM Sample Question 33

Map to field functionality is NOT supported for variables added inside a variable set.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 34

What is the purpose of "Cascade Variables" checkbox in order guide?


Options:

A. If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide.
B. If checked, it prevents duplication of variable names in catalog items added to order guide.
C. If checked, it auto-populates catalog item variables with names similar to order guide variables.
D. If checked, it applies the same formatting used for order guide variables to all catalog items added to it.

Answer: D

ServiceNow CIS-ITSM Sample Question 35

The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.


Options:

A. True
B. False

Answer: B Explanation: Explanation: CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.

ServiceNow CIS-ITSM Sample Question 36

For each Requested Item, a _________ enables the approval and delivery of that Item.


Options:

A. User Criteria
B. Work Order
C. Catalog Item
D. Workflow

Answer: E

ServiceNow CIS-ITSM Sample Question 37

Which of the following modules can be used to define incident priority rules?


Options:

A. System Policy > Rules > Priority Lookup Rules
B. System Policies > Rules > Incident Priority Lookup
C. System Policy > Rules > Data Lookup Definitions
D. System Policies > Rules > Incident Priority Rules

Answer: B

ServiceNow CIS-ITSM Sample Question 38

Which of the following are valid states for Normal Change requests? (Choose all that apply.)


Options:

A. Scheduled
B. Implement
C. Risk Assessment
D. Authorize
E. Approved

Answer: A, B, E

ServiceNow CIS-ITSM Sample Question 39

In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?


Options:

A. Backout Plan, Category, Change Type, Attachments, Work Notes
B. Configuration Item, Change Tasks, Approvals, Risk, Attachments
C. Change Tasks, Impact, Attachments, Planned Start Date, Risk
D. Configuration Item, Change Tasks, Risk, Backout Plan, Category

Answer: D Explanation: Explanation: These fields get copied from CR to new CR:assigned_toassignment_groupbackout_plancategorychange_plancmdb_cidescriptionimpactpriorityriskshort_descriptiontest_plantypeThese expressly do NOT get copiedCreatee

ServiceNow CIS-ITSM Sample Question 40

Which of the following actions on the Incident table require the itil_admin role?


Options:

A. Update Incident
B. Close Incident
C. Archive Incident
D. Delete Incident

Answer: E

ServiceNow CIS-ITSM Sample Question 41

A user with role catalog_admin can manage user criteria.


Options:

A. True
B. False

Answer: A Explanation: Explanation: Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.

ServiceNow CIS-ITSM Sample Question 42

By default, CAB Approval is only requested for normal changes with moderate to high risk.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 43

Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once

according to their selections?


Options:

A. Content Item
B. Catalog Item
C. Execution Plan
D. Order Guide

Answer: E

ServiceNow CIS-ITSM Sample Question 44

What is the minimum number of members in a group?


Options:

A. 12
B. 1
C. 5
D. 0

Answer: D Explanation: Explanation: A group can have zero or more members.

ServiceNow CIS-ITSM Sample Question 45

Poorly managed and unplanned Changes often create high volumes of _________?


Options:

A. Incidents
B. Knowledge Articles
C. Requests
D. Problems

Answer: B

ServiceNow CIS-ITSM Sample Question 46

Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?


Options:

A. onClick
B. onLoad
C. onSubmit
D. onChange

Answer: B

ServiceNow CIS-ITSM Sample Question 47

In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge

Base Owner.


Options:

A. True
B. False

Answer: C

ServiceNow CIS-ITSM Sample Question 48

In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the

individual implementation steps to other groups or individuals.


Options:

A. True
B. False

Answer: C

ServiceNow CIS-ITSM Sample Question 49

According to ServiceNow, ChangeRequestStateModel_standard script include is meant to be modified by customers.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 50

If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.


Options:

A. False
B. True

Answer: A Explanation: Explanation: Script includes with SNC in their name are read-only to ensure they are updated during upgrades.

ServiceNow CIS-ITSM Sample Question 51

Which plugin should be activated to enable Article Versioning in Knowledge Management?


Options:

A. Knowledge Management Advanced Features
B. Knowledge Management Versioning
C. Knowledge Management Advanced Installer
D. None of the listed answers

Answer: C Explanation: Explanation: The Knowledge Management Advanced Installer is available to be enabled by system administrators. It is available since Jakarta release.

ServiceNow CIS-ITSM Sample Question 52

Which of the following CANNOT be performed by catalog_manager role?


Options:

A. Create Catalog Task
B. Maintain Catalog Item
C. Update Catalog.manager
D. Maintain Categories

Answer: A Explanation: Explanation: Creating a catalog task can be done by a user with catalog_admin role.

ServiceNow CIS-ITSM Sample Question 53

Which of the following ways can be used to create configuration items? (Choose all that apply.)


Options:

A. Creation via service catalog fulfillment process
B. Manual creation via configuration application modules
C. Automated discovery tools
D. Integration with 3rd party system
E. Import from external source

Answer: A, B, C, D, F

ServiceNow CIS-ITSM Sample Question 54

Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?


Options:

A. Requested Item records, Catalog Task record, and all Tasks created by Record Producers
B. Any type of record created from Record Producers
C. Tasks created from Record Producers, Requests, Requested Items
D. Requested Item records, Catalog Task records, and Request records

Answer: C

ServiceNow CIS-ITSM Sample Question 55

The calculation of incident priority is based on both impact and urgency fields.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 56

Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.


Options:

A. True
B. False:

Answer: B Explanation: Explanation: Closed incidents are read-only for non-administrators.Incidents can only be reopened by users with the admin role.Users with the itil role cannot reopen closed incidents.ESS users have a Reopen Incident button on resolved Incidentt

ServiceNow CIS-ITSM Sample Question 57

Which of the following are valid values in the "Action Type" field of the Inbound Email Action? (Choose two.)


Options:

A. Update Action
B. New Action
C. Reply Email
D. Forward Email
E. Record Action

Answer: C, E Explanation: Explanation: There are 2 choices in Action Type field: Record Action and Reply Email.

ServiceNow CIS-ITSM Sample Question 58

In record producers, you can map a variable to encrypted fields.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 59

Which of the following ways can be used to detect problems? (Choose all that apply.)


Options:

A. Top-down problem detection
B. Reactive problem detection
C. Proactive problem detection
D. Bottom-up problem detection
E. Third-party integrations

Answer: B, C, F

ServiceNow CIS-ITSM Sample Question 60

What is the intent of the Watch List in some notifications?


Options:

A. To copy people on notifications sent to the assignee.
B. None of the listed answers.
C. To copy people on notifications sent to the assignment group.
D. To copy people on notifications sent to the caller.

Answer: E

ServiceNow CIS-ITSM Sample Question 61

What is the module name that is used to access configuration base items?


Options:

A. Configuration Items > Base Items
B. Configuration > Base Items
C. CMDB > Base Items
D. Base Items > Configuration

Answer: C

ServiceNow CIS-ITSM Sample Question 62

Which module is used to view a list of Knowledge Bases?


Options:

A. Knowledge Base > All
B. Knowledge > Knowledge Bases > All
C. Knowledge > Administration > Knowledge Bases
D. Knowledge Base > Administration > All

Answer: D

ServiceNow CIS-ITSM Sample Question 63

Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?

Actual start is set when the _____________.


Options:

A. State changes to Implement. Actual end is set when the State changes to Review.
B. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
C. State changes to Implement. Actual end is set when the State changes to Closed.
D. State changes to Scheduled. Actual end is set when the State changes to Review.

Answer: A Explanation: Explanation: Actual start date and Actual end date are set by functions in the Change Request State ModelScript Includes. When the state changes to Implement, the Actual Start date is set to the cu rrentdate/ time. When t he state changes to Review, the Actual End date is populated.

ServiceNow CIS-ITSM Sample Question 64

Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same

industry / number of users / region?


Options:

A. Reporting
B. Benchmarks
C. Scheduled Reports
D. Performance Analytics

Answer: E

ServiceNow CIS-ITSM Sample Question 65

Which of the following is set as the default value for Category in Incident form?


Options:

A. Hardware
B. Inquiry
C. Software
D. None of the listed values

Answer: B Explanation: Explanation: Inquiry is listed in the Data Dictionary as the default value for Category. If you want to delete all data in the Category field, you should change this or otherwise the Inquiry will remain the default value.

ServiceNow CIS-ITSM Sample Question 66

Which of the following reports are available for incidents in the baseline instance? (Choose three.)


Options:

A. Closed Incidents
B. Incidents Open per Month
C. Critical Open Incidents
D. Incidents Open per Week
E. Incidents by Priority and State

Answer: C, D, F

ServiceNow CIS-ITSM Sample Question 67

In the baseline configuration, Service Level Agreements use percentages of SLA Duration to determine when to send Breach Warnings and Breach Notice

notifications.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 68

What should you do in order to edit the template used to populate fields of known error article created from a problem?


Options:

A. Modify "Problem Known Error article" record in the "csm_table_map" table
B. Modify "Problem Known Error article" record in sys_template table
C. Modify "Problem Known Error article" record in the "known_error_article" table
D. Modify "Problem Known Error article" record in the Knowledge Base

Answer: B

ServiceNow CIS-ITSM Sample Question 69

The "Assigned to me" button will validate if the current user is a member of the Assignment Group.


Options:

A. True
B. False

Answer: B Explanation: Explanation: No such validation is done in the OOTB implementation.

ServiceNow CIS-ITSM Sample Question 70

In Problem Management, which role is required to delete a problem record?


Options:

A. itil
B. problem_coordinator
C. nobody
D. problem_admin

Answer: E

ServiceNow CIS-ITSM Sample Question 71

When does the Actual End Date get auto-populated in the change request form?


Options:

A. When state changes to Review.
B. When state changes to Closed.
C. When state changes to Implement.
D. Actual End Date is never auto-populated. It should be set manually.

Answer: B

ServiceNow CIS-ITSM Sample Question 72

It is possible to use the same categories for both incidents and problems.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 73

Catalog UI Policies may be applied to _____________. (Choose two.)


Options:

A. Catalog Categories
B. Catalog Items
C. Variable Sets
D. Service Catalogs

Answer: B, D

ServiceNow CIS-ITSM Sample Question 74

Which table can be used to build a report to see which knowledge articles are no longer viewed by users?


Options:

A. kb_feedback
B. kb_use
C. kb_article_statistics
D. kb_knowledge

Answer: B Explanation: Explanation: kb_use table stores a record every time an article is viewed. It is useful to build reports to see which articles are no longer viewed.

ServiceNow CIS-ITSM Sample Question 75

Which module to use in order to change the default behavior of "Communicate Workaround" in problems?


Options:

A. Configurations > UI Actions
B. System Policy > Script Actions
C. System Policy > UI Actions
D. Configurations > Script Actions

Answer: C

ServiceNow CIS-ITSM Sample Question 76

REVIEW

Which key performance indicators can be influenced by effective Problem

Management? Select all that apply.


Options:

A. Average Time to Resolve a High Priority Incident
B. % of high priority Problems
C. Average time to close a Problem
D. % of Incidents Resolved on First Contact

Answer: B, D

ServiceNow CIS-ITSM Sample Question 77

A Requested Item may be associated with one or more Requests.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 78

Which of the following can be used to standardize the body of outbound email notifications?


Options:

A. Email Client
B. Variable Sets
C. Inbound Action
D. Email Templates

Answer: D Explanation: Explanation: Please do not miss this question. "Email Templates" is the ONLY reasonable answes

ServiceNow CIS-ITSM Sample Question 79

Which of the following roles can delete a problem task? (Choose all that apply.)


Options:

A. itil
B. admin
C. problem_task_analyst
D. problem_admin
E. problem_manager

Answer: B, E

ServiceNow CIS-ITSM Sample Question 80

Which of the following ITIL terms refers to the cause of one or more incidents that is typically unknown at the time of detection?


Options:

A. Problem
B. Unknown Error
C. Issue
D. Configuration Item

Answer: B

ServiceNow CIS-ITSM Sample Question 81

Which of the following roles can delete a catalog?


Options:

A. catalog_manager
B. itil_admin
C. catalog_admin
D. Nobody can delete catalogs

Answer: D

ServiceNow CIS-ITSM Sample Question 82

In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.

The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings

Where should this be changed in the platform?


Options:

A. System Property
B. Client Script
C. Priority Calculation Business Rule
D. Priority Data Lookups Table

Answer: E

ServiceNow CIS-ITSM Sample Question 83

Inbound Actions can be configured to enable creating or updating problems.


Options:

A. True
B. False

Answer: B Explanation: Explanation: Inbound actions can be used only to update problems but not to create them.

ServiceNow CIS-ITSM Sample Question 84

Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)


Options:

A. Flags
B. Views
C. Helpful (Yes/No)
D. Comments
E. Star Rating

Answer: A, C, D, F

ServiceNow CIS-ITSM Sample Question 85

Primary tables associated with Request Fulfillment begin with the prefix __________.


Options:

A. rm_
B. rf_
C. sc_
D. req_

Answer: D

ServiceNow CIS-ITSM Sample Question 86

What will be the next state when the "Request Approval" button is clicked in normal change form?


Options:

A. Approval Requested
B. Open
C. Authorize
D. Assess

Answer: E

ServiceNow CIS-ITSM Sample Question 87

What is the purpose of "Search As" field in the contextual search table configuration?


Options:

A. When enabled, the agent can impersonate the user in the caller field and search for related knowledge articles.
B. When enabled, the contextual search feature will show an additional tab that shows the related articles that are permitted to be seen by the user defined in the "Search as" field.
C. When enabled, the agent can select which user to use when searching for related knowledge articles.
D. When enabled, the contextual search feature will show an additional tab that shows the related articles that are permitted to be seen by the caller user.

Answer: C

ServiceNow CIS-ITSM Sample Question 88

The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.


Options:

A. Template [sys_template]
B. Task [task]
C. Change Request [change_request]
D. Record Producer [sc_cat_item_producer]

Answer: E

ServiceNow CIS-ITSM Sample Question 89

Map to field functionality is NOT supported for variables added inside a variable set.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 90

What is the purpose of "Cascade Variables" checkbox in order guide?


Options:

A. If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide.
B. If checked, it prevents duplication of variable names in catalog items added to order guide.
C. If checked, it auto-populates catalog item variables with names similar to order guide variables.
D. If checked, it applies the same formatting used for order guide variables to all catalog items added to it.

Answer: D

ServiceNow CIS-ITSM Sample Question 91

The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.


Options:

A. True
B. False

Answer: B Explanation: Explanation: CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.

ServiceNow CIS-ITSM Sample Question 92

For each Requested Item, a _________ enables the approval and delivery of that Item.


Options:

A. User Criteria
B. Work Order
C. Catalog Item
D. Workflow

Answer: E

ServiceNow CIS-ITSM Sample Question 93

Which of the following modules can be used to define incident priority rules?


Options:

A. System Policy > Rules > Priority Lookup Rules
B. System Policies > Rules > Incident Priority Lookup
C. System Policy > Rules > Data Lookup Definitions
D. System Policies > Rules > Incident Priority Rules

Answer: B

ServiceNow CIS-ITSM Sample Question 94

Which of the following are valid states for Normal Change requests? (Choose all that apply.)


Options:

A. Scheduled
B. Implement
C. Risk Assessment
D. Authorize
E. Approved

Answer: A, B, E

ServiceNow CIS-ITSM Sample Question 95

In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?


Options:

A. Backout Plan, Category, Change Type, Attachments, Work Notes
B. Configuration Item, Change Tasks, Approvals, Risk, Attachments
C. Change Tasks, Impact, Attachments, Planned Start Date, Risk
D. Configuration Item, Change Tasks, Risk, Backout Plan, Category

Answer: D Explanation: Explanation: These fields get copied from CR to new CR:assigned_toassignment_groupbackout_plancategorychange_plancmdb_cidescriptionimpactpriorityriskshort_descriptiontest_plantypeThese expressly do NOT get copiedCreatee

ServiceNow CIS-ITSM Sample Question 96

Which of the following actions on the Incident table require the itil_admin role?


Options:

A. Update Incident
B. Close Incident
C. Archive Incident
D. Delete Incident

Answer: E

ServiceNow CIS-ITSM Sample Question 97

A user with role catalog_admin can manage user criteria.


Options:

A. True
B. False

Answer: A Explanation: Explanation: Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.

ServiceNow CIS-ITSM Sample Question 98

By default, CAB Approval is only requested for normal changes with moderate to high risk.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 99

Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once

according to their selections?


Options:

A. Content Item
B. Catalog Item
C. Execution Plan
D. Order Guide

Answer: E

ServiceNow CIS-ITSM Sample Question 100

What is the minimum number of members in a group?


Options:

A. 12
B. 1
C. 5
D. 0

Answer: D Explanation: Explanation: A group can have zero or more members.

ServiceNow CIS-ITSM Sample Question 101

Poorly managed and unplanned Changes often create high volumes of _________?


Options:

A. Incidents
B. Knowledge Articles
C. Requests
D. Problems

Answer: B

ServiceNow CIS-ITSM Sample Question 102

Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?


Options:

A. onClick
B. onLoad
C. onSubmit
D. onChange

Answer: B

ServiceNow CIS-ITSM Sample Question 103

In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge

Base Owner.


Options:

A. True
B. False

Answer: C

ServiceNow CIS-ITSM Sample Question 104

In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the

individual implementation steps to other groups or individuals.


Options:

A. True
B. False

Answer: C

ServiceNow CIS-ITSM Sample Question 105

According to ServiceNow, ChangeRequestStateModel_standard script include is meant to be modified by customers.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 106

If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.


Options:

A. False
B. True

Answer: A Explanation: Explanation: Script includes with SNC in their name are read-only to ensure they are updated during upgrades.

ServiceNow CIS-ITSM Sample Question 107

Which plugin should be activated to enable Article Versioning in Knowledge Management?


Options:

A. Knowledge Management Advanced Features
B. Knowledge Management Versioning
C. Knowledge Management Advanced Installer
D. None of the listed answers

Answer: C Explanation: Explanation: The Knowledge Management Advanced Installer is available to be enabled by system administrators. It is available since Jakarta release.

ServiceNow CIS-ITSM Sample Question 108

Which of the following CANNOT be performed by catalog_manager role?


Options:

A. Create Catalog Task
B. Maintain Catalog Item
C. Update Catalog.manager
D. Maintain Categories

Answer: A Explanation: Explanation: Creating a catalog task can be done by a user with catalog_admin role.

ServiceNow CIS-ITSM Sample Question 109

Which of the following ways can be used to create configuration items? (Choose all that apply.)


Options:

A. Creation via service catalog fulfillment process
B. Manual creation via configuration application modules
C. Automated discovery tools
D. Integration with 3rd party system
E. Import from external source

Answer: A, B, C, D, F

ServiceNow CIS-ITSM Sample Question 110

Which type of records use the default Variables Editor (formatter) to display Catalog Item Variables on a form?


Options:

A. Requested Item records, Catalog Task record, and all Tasks created by Record Producers
B. Any type of record created from Record Producers
C. Tasks created from Record Producers, Requests, Requested Items
D. Requested Item records, Catalog Task records, and Request records

Answer: C

ServiceNow CIS-ITSM Sample Question 111

The calculation of incident priority is based on both impact and urgency fields.


Options:

A. True
B. False

Answer: B

ServiceNow CIS-ITSM Sample Question 112

Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.


Options:

A. True
B. False:

Answer: B Explanation: Explanation: Closed incidents are read-only for non-administrators.Incidents can only be reopened by users with the admin role.Users with the itil role cannot reopen closed incidents.ESS users have a Reopen Incident button on resolved Incidentt


and so much more...