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ServiceNow CIS-ITSM Practice Test - Questions Answers

List of questions

Question 1

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Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

Change Landing Page
Change Landing Page
Change Overview
Change Overview
Change Interceptor
Change Interceptor
Change Catalog
Change Catalog
Suggested answer: D
asked 23/09/2024
Borat Kajratov
49 questions

Question 2

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Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

sn_business_user
sn_business_user
sn_problem_read
sn_problem_read
sn_service_owner
sn_service_owner
sn_problem_write
sn_problem_write
sn_problem_business_user
sn_problem_business_user
Suggested answer: B
asked 23/09/2024
Russell Bartsch
39 questions

Question 3

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Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.

Which business rule already satisfies this requirement?

Populate Assignment Group based on CI/SO
Populate Assignment Group based on CI/SO
Populate Assignment Group based on Cl Support Group
Populate Assignment Group based on Cl Support Group
Problem Assignment Group based on CI Support Group
Problem Assignment Group based on CI Support Group
ITSM Best Practice Group Assignment
ITSM Best Practice Group Assignment
Suggested answer: A
asked 23/09/2024
Sarath Ganaparthi
43 questions

Question 4

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What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

Manage Risk Assessments
Manage Risk Assessments
Delete CAB Definition
Delete CAB Definition
Manage Risk Conditions
Manage Risk Conditions
Delete Change
Delete Change
Create and manage Approval Policies
Create and manage Approval Policies
Suggested answer: A, C, D
asked 23/09/2024
Gabriel Pereira Dias
36 questions

Question 5

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

USM Assignment Lookup Rule
USM Assignment Lookup Rule
Automatic Assignment for ITSM
Automatic Assignment for ITSM
Populate Assignment Group based on Cl/SO
Populate Assignment Group based on Cl/SO
Auto-populate ITSM Assignment Groups
Auto-populate ITSM Assignment Groups
Suggested answer: C
asked 23/09/2024
Viswanadha Sastry Kattamuri
44 questions

Question 6

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What are key relationships between Change and Release Management?

Choose 3 answers

A Change can contain one or more Releases
A Change can contain one or more Releases
A Release can contain one or more Changes
A Release can contain one or more Changes
Release management application is required, to use the Change management application
Release management application is required, to use the Change management application
Change management provides governance which includes Release management
Change management provides governance which includes Release management
Change includes planning and approvals, Release includes building resting and execution of changes
Change includes planning and approvals, Release includes building resting and execution of changes
Suggested answer: C, D, E
asked 23/09/2024
Franco Santos
38 questions

Question 7

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In release management what controls the movement of the state from Scoping to Awaiting Approval?

Flow
Flow
State model
State model
Manual state selection
Manual state selection
Workflow
Workflow
Suggested answer: D
asked 23/09/2024
Borja Arranz Palenzuela
38 questions

Question 8

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What are key relationships between Change and Problem records?

Choose 2 answers

A Problem must be associated with a Change, before it can be closed
A Problem must be associated with a Change, before it can be closed
Changes which cause incidents should have an associated Problem
Changes which cause incidents should have an associated Problem
A Change can cause a Problem
A Change can cause a Problem
Problem can be solved by a Change
Problem can be solved by a Change
Suggested answer: C, D
asked 23/09/2024
Johan Wu
27 questions

Question 9

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You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?

Workflow has not been published
Workflow has not been published
Testers need itil role to see me change models
Testers need itil role to see me change models
New change models are only visible to Change Managers
New change models are only visible to Change Managers
New change model needs Active lo be set to True
New change model needs Active lo be set to True
Suggested answer: C
asked 23/09/2024
Haithem Hadef
31 questions

Question 10

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Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow
Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow
Unpublish the baseline Change - Emergency -Authorize flow
Unpublish the baseline Change - Emergency -Authorize flow
Deactivate the baseline Change - Emergency - Authorize flow
Deactivate the baseline Change - Emergency - Authorize flow
Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy
Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy
Suggested answer: D
asked 23/09/2024
Nisanka Mandara
39 questions
Total 172 questions
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Related 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 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?
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 starts to occur more frequently, so management wants to re-visit the root cause analysis. What would be the next step for this problem?
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 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?
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?
On a request form, the requester needs to indicate when they need to receive the item. What Variable type would you use for this information?
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? Choose 2 answers