If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

The agent is prompted to select the Assignment group

An error is displayed indicating the agent must manually assign the incident

The Assignment group field will not populate

The Assignment group field automatically populates with the agent's primary group

A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.What might be the cause of this?

The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated

Tester is not impersonating Problem Coordinator

The customer did not pay the bill for Knowledge management

The sn_known_error_write role is required to see the Create Known Error article link

The requirement was not m the stories

A new problem manager wants a high level view of the activities in problem management.What module do you recommend?

Problem > Process Health Dashboard

A new problem manager wants to know how in create reports for monitoring problem management activities.What do you recommend they do before creating new reports?

Go to Reports > View/Run > All. then search for Problem reports

Submit a request for the sn_report_creator role

Submit a New Report Request via the service catalog

Take the Performance Analytics fundamentals course

Go to Reports > View/Run > All. then search for Problem reports

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

It is designed to follow the ITIL4 standard

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

There is no Closed state. Problem records are moved to Completed

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.What advice do you give regarding SLAs on Problem records?

SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

SLAs re recommended in the ITIL framework for problem management

SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

SLAs are available for problem management, but require custom code

SLAs are essential to problem management, as support specialists need to quickly identify root causes

What are two effective measures of performance for the Problem Management process?Choose 2 answers

Average Problem Resolution Time

Problems older than 30 days by Priority and State

Number of Problem that have Breached SLAs

Average Problem Resolution Time

Percentage of Problem Resolution within SLA by Category

Problems older than 30 days by Priority and State

What is the trigger for the Change - Normal - Assess Flow?

A Change request using the Normal Change model is moved to the Assess state

A Change request using the Normal Change model is Assigned to a group

A Change request using the Normal Change model is created

A Change request using die Normal Change model is Low Risk and is moved to the Assess state

What are the Release types available on the baseline release record?

Major, Minor Upgrade, Emergency Maintenance, Patch

Standard, Normal, Prototype, Patch

Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate

Major, Minor Upgrade, Emergency Maintenance, Patch

On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

Authorize to Canceled, Authorize to New, Authorize to Scheduled

Authorize to Draft. Authorize to Assess. Authorize to Review

Authorize to Implement, Authorize to Assess, Authorize *o Review

Authorize to Canceled, Authorize to New, Authorize to Scheduled

Authorize to Scheduled Authorize to Closed, Authorize to New

What baseline Change Flows support the baseline Normal Change model?

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

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

Change - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks

What are the components of a Flow Action?

Inputs Action Steps and Outputs

Processes, Subprocess aid Action Steps

Inputs Action Steps and Outputs

Inputs Processes, Subprocesses and Outputs

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

Cls defined directly in cmdb_ci_compulet and all child classes

Cls defined directly in cmdb_ci_computer and all parent classes

Just GIs defined directly in cmdb_cl_computer

Cls defined directly in cmdb_ci_compulet and all child classes

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 want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Create an Access control to hide the unnecessary CIs from the itil users

Make a show/hide UI action to show only the desired CIs to the itil users

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

Apply a requirement to all form views

Setting a variable to mandatory

Reverse UI Policy if conditions are false

Setting a variable to read-only

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

Build report on Requested Item table, Group by Variables for Computer > Extra memory

Build report on SC Task table, Group by Variables for Computer > Extra memory

Build report on Requested Item table, Group by Variables for Computer > Extra memory

Build report on Task table, Group by Variables for Computer > Extra memory

Build report on Request table, Group by Variables for Computer > Extra memory

Build report on Catalog Item table, Group by Variables for Computer > Extra memory

On the Release record, what are the available options on the Release phase list?

Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot

Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot

Analyze, Design, Development, Build, Roll-out, QA, User Acceptance

Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

If selected CI has a Support group, write that group to the Assignment group field

If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field

If selected CI has a Support group, write that group to the Assignment group field

If selected CI has an Owner group, write that group to the Assignment group field

If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

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

Change - Major Incident - Authorize

Change - Emergency -- PIRQUESTION NO: 89

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

Change - Major Incident - Authorize

Change - Emergency -- PIRQUESTION NO: 89

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

Change Models, Change Flows and State Transition Models

Catalog builder and Change Designer

Change Flows, Change Designer and Change Approval Matrix

Change Models, Change Flows and State Transition Models

Change PIR Assessments, Change Designer and Change Approval Policies

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 satisfy this requirement?

Add a new Decision to the Normal Change Approval Policy

Add a new Policy Input to the Normal Change Approval Policy

Add a new Decision to the Normal Change Approval Policy

Add a new Change Approval Policy

Add a new Decision to the Normal Change Workflow

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 workshop.What Now Create assets do you recommend they review, to prepare? (Choose two.)

Service Catalog and Request Mgmt - Workshop Preparation Guide

Service Catalog and Request Mgmt - Process Guide

Service Catalog and Request Mgmt - Workshop Preparation Guide

Service Catalog and Request Mgmt - Process Guide

IT Service Management - Typical Challenges and Remediation

ITSM - Business Outcomes and Corresponding KPIs

ServiceNow CIS-ITSM Practice Test 2 - Free Online Exam Prep & Questions

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

The ref_contributions attribute on the caller lookup form

The ref_ac_column attribute from the dictionary entry

The Caller lookup field on the [user] table

The form design of the caller lookup form

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ServiceNow CIS-ITSM Practice Test 2

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