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ServiceNow CIS-ITSM Practice Test - Questions Answers, Page 3

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Question 21

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What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

% Successful Changes
% Successful Changes
Count of Completed Changes per Month, by Change Type
Count of Completed Changes per Month, by Change Type
% Unauthorized Changes
% Unauthorized Changes
Count of Completed Changes per Month, by Category
Count of Completed Changes per Month, by Category
Suggested answer: A, C
asked 23/09/2024
Jason Smith
36 questions

Question 22

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What is an example of a good use case for an Order Guide?

Order a set of Dishes
Order a set of Dishes
Order a Custom Automobile
Order a Custom Automobile
Order a Technical Consultation
Order a Technical Consultation
Order a Couch
Order a Couch
Order a case of Laundry Soap
Order a case of Laundry Soap
Suggested answer: A
asked 23/09/2024
Duane Joyce
33 questions

Question 23

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

itil
itil
task_worker
task_worker
sc_fulfiller
sc_fulfiller
catalog_fulfiller
catalog_fulfiller
fulfiller
fulfiller
Suggested answer: A
asked 23/09/2024
JEAN-MARIE HERMANT
48 questions

Question 24

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What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Publish Workaround
Publish Workaround
Document a Known error
Document a Known error
Complete Investigation
Complete Investigation
Complete RCA
Complete RCA
Document Five Whys
Document Five Whys
Suggested answer: A
asked 23/09/2024
Morten Sivertsen
30 questions

Question 25

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You have just upgraded your instance and have not migrated to multimodal change.

Using the default settings, when you click on Change > Create new, what page displays?

Change Interceptor
Change Interceptor
Change Form
Change Form
Change Landing Page
Change Landing Page
Change Overview
Change Overview
Suggested answer: A
asked 23/09/2024
Sergio da Costa
35 questions

Question 26

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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?

Priority Matrix
Priority Matrix
Choice Lists
Choice Lists
Data Lookup Definitions
Data Lookup Definitions
Priority Rule Definitions
Priority Rule Definitions
Suggested answer: C
asked 23/09/2024
Bill May
45 questions

Question 27

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What would you use to define a common grouping of configuration items such as all web servers in Miami?

CI class
CI class
Dependent group
Dependent group
CSDM component group
CSDM component group
Dynamic CI group
Dynamic CI group
Suggested answer: D
asked 23/09/2024
Youssef El Akhal
39 questions

Question 28

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What are key relationships between Change and Release Management? (Choose three.)

Release management application is required, to use the Change management application
Release management application is required, to use the Change management application
Change includes planning and approvals; Release includes building, testing and execution of changes
Change includes planning and approvals; Release includes building, testing and execution of changes
A Release can contain one or more Changes
A Release can contain one or more Changes
A Change can contain one or more Releases
A Change can contain one or more Releases
Change management provides governance, which includes Release management
Change management provides governance, which includes Release management
Suggested answer: B, C, E
asked 23/09/2024
Alysson Rodrigo Freires Neto
44 questions

Question 29

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

Resolution Properties
Resolution Properties
ITSM Properties
ITSM Properties
Incident Properties
Incident Properties
System Settings
System Settings
incident Settings
incident Settings
Suggested answer: C
asked 23/09/2024
Aleksey Koltsov
30 questions

Question 30

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Incidents are stored what table?

Incident [incident]
Incident [incident]
Incident [sn_task_incident]
Incident [sn_task_incident]
Incident [sn_incident]
Incident [sn_incident]
Incident [task_incident]
Incident [task_incident]
Suggested answer: B
asked 23/09/2024
Richard Drayer Camacho
37 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