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ServiceNow CIS-ITSM Practice Test - Questions Answers, Page 6

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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
Where are the timeframe conditions for sending an SLA breach warning notification defined?
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?
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?
When a Service Desk again shares a 'How to' item with a customer what type of record is being shared?
In release management what controls the movement of the state from Scoping to Awaiting Approval?
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?
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
Which of the following cannot be defined or set through a Catalog UI Policy?

Question 51

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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?

A.
SLAs re recommended in the ITIL framework for problem management
A.
SLAs re recommended in the ITIL framework for problem management
Answers
B.
SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
B.
SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
Answers
C.
SLAs are available for problem management, but require custom code
C.
SLAs are available for problem management, but require custom code
Answers
D.
SLAs are essential to problem management, as support specialists need to quickly identify root causes
D.
SLAs are essential to problem management, as support specialists need to quickly identify root causes
Answers
Suggested answer: B

Explanation:

https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management/concept/c_ProblemManagementProcess.html

Question 52

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

Choose 2 answers

A.
Number of Problem that have Breached SLAs
A.
Number of Problem that have Breached SLAs
Answers
B.
Average Problem Resolution Time
B.
Average Problem Resolution Time
Answers
C.
Percentage of Problem Resolution within SLA by Category
C.
Percentage of Problem Resolution within SLA by Category
Answers
D.
Problems older than 30 days by Priority and State
D.
Problems older than 30 days by Priority and State
Answers
Suggested answer: B, D

Question 53

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Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

A.
Automated Changes
A.
Automated Changes
Answers
B.
Cloud Infrastructure
B.
Cloud Infrastructure
Answers
C.
Unauthorized Changes
C.
Unauthorized Changes
Answers
D.
Change Registration
D.
Change Registration
Answers
E.
Retroactive Changes
E.
Retroactive Changes
Answers
Suggested answer: D

Question 54

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Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

A.
Change Assess Approval Subflow
A.
Change Assess Approval Subflow
Answers
B.
Change Approval Policy
B.
Change Approval Policy
Answers
C.
Change Approval Subflow
C.
Change Approval Subflow
Answers
D.
Change Approval Matrix
D.
Change Approval Matrix
Answers
Suggested answer: A

Question 55

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

A.
A Change request using the Normal Change model is moved to the Assess state
A.
A Change request using the Normal Change model is moved to the Assess state
Answers
B.
A Change request using the Normal Change model is Assigned to a group
B.
A Change request using the Normal Change model is Assigned to a group
Answers
C.
A Change request using the Normal Change model is created
C.
A Change request using the Normal Change model is created
Answers
D.
A Change request using die Normal Change model is Low Risk and is moved to the Assess state
D.
A Change request using die Normal Change model is Low Risk and is moved to the Assess state
Answers
Suggested answer: A

Question 56

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

A.
Standard, Normal, Prototype, Patch
A.
Standard, Normal, Prototype, Patch
Answers
B.
Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
B.
Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
Answers
C.
Standard, Normal, Emergency
C.
Standard, Normal, Emergency
Answers
D.
Major, Minor Upgrade, Emergency Maintenance, Patch
D.
Major, Minor Upgrade, Emergency Maintenance, Patch
Answers
Suggested answer: D

Question 57

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

A.
Authorize to Draft. Authorize to Assess. Authorize to Review
A.
Authorize to Draft. Authorize to Assess. Authorize to Review
Answers
B.
Authorize to Implement, Authorize to Assess, Authorize *o Review
B.
Authorize to Implement, Authorize to Assess, Authorize *o Review
Answers
C.
Authorize to Canceled, Authorize to New, Authorize to Scheduled
C.
Authorize to Canceled, Authorize to New, Authorize to Scheduled
Answers
D.
Authorize to Scheduled Authorize to Closed, Authorize to New
D.
Authorize to Scheduled Authorize to Closed, Authorize to New
Answers
Suggested answer: C

Question 58

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What baseline Change Flows support the baseline Normal Change model?

A.
Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks
A.
Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks
Answers
B.
Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
B.
Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
Answers
C.
Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
C.
Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
Answers
D.
Change - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks
D.
Change - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks
Answers
Suggested answer: C

Question 59

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What are the components of a Flow Action?

A.
Processes, Subprocess aid Action Steps
A.
Processes, Subprocess aid Action Steps
Answers
B.
Indexes, Processes and Outputs
B.
Indexes, Processes and Outputs
Answers
C.
Inputs Action Steps and Outputs
C.
Inputs Action Steps and Outputs
Answers
D.
Inputs Processes, Subprocesses and Outputs
D.
Inputs Processes, Subprocesses and Outputs
Answers
Suggested answer: C

Question 60

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Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?

Choose 2 answers

A.
timestamp
A.
timestamp
Answers
B.
item author
B.
item author
Answers
C.
variables
C.
variables
Answers
D.
catalog(s)
D.
catalog(s)
Answers
E.
item name
E.
item name
Answers
Suggested answer: D, E
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