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ServiceNow CIS-ITSM Practice Test - Questions Answers, Page 9

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List of questions

Question 81

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When using the Email Client, what is the difference between an Email Template and a Quick Message?

Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
Email Templates are included with ITSM; Quick Messages are new with Machine Learning
Email Templates are included with ITSM; Quick Messages are new with Machine Learning
Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
Suggested answer: B
asked 23/09/2024
Beatriz Mejia
49 questions

Question 82

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Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement?

State Model
State Model
Workflow Dashboard
Workflow Dashboard
Action Modeler
Action Modeler
Task Creator
Task Creator
Flow Designer
Flow Designer
Suggested answer: E
asked 23/09/2024
Nickolas Abbas
56 questions

Question 83

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What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Service portfolio management
Service portfolio management
Catalog item management
Catalog item management
Service mapping
Service mapping
Service catalog management
Service catalog management
Suggested answer: D
asked 23/09/2024
Peter Stones
42 questions

Question 84

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Users with which role can Communicate a workaround or fix? (Choose two.)

itil_admin
itil_admin
problem_coordinator
problem_coordinator
problem_task_analyst
problem_task_analyst
problem_admin
problem_admin
Suggested answer: B, D
asked 23/09/2024
Tobi Space
47 questions

Question 85

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Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:

The Network Support group record has the Group types: Incident and Change

The Network CAB group record has the Group type: Change

What could you do on the incident form, for the Assignment Group field, to resolve this issue?

Add a UI action to hide the Network CAB group from the list
Add a UI action to hide the Network CAB group from the list
Add a UI action to provide an error message if the Network CAB group is selected
Add a UI action to provide an error message if the Network CAB group is selected
Add Dictionary Override to specify the Incident group Reference Qualifier
Add Dictionary Override to specify the Incident group Reference Qualifier
Modify the choice list to include only the appropriate group types
Modify the choice list to include only the appropriate group types
Suggested answer: C
asked 23/09/2024
richard van der sligte
38 questions

Question 86

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In what table are Change records stored?

Change [change_task]
Change [change_task]
Change Request [rfc]
Change Request [rfc]
Change Request [change_request]
Change Request [change_request]
Change [change]
Change [change]
Change [task_change]
Change [task_change]
Suggested answer: C
asked 23/09/2024
Veacheslav Stasiuc
40 questions

Question 87

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Prior to Quebec, when you click Change > Create New, which page is displayed?

Change Landing Page
Change Landing Page
Change Form
Change Form
Change Catalog
Change Catalog
Change Wizard
Change Wizard
Change Interceptor
Change Interceptor
Suggested answer: E
asked 23/09/2024
Brian Charlton,
48 questions

Question 88

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How is the Resource Management application activated?

Installed with PPM Standard plugin
Installed with PPM Standard plugin
Installed as part of Release Management plugin
Installed as part of Release Management plugin
Installed as part of adding users
Installed as part of adding users
Installed automatically as part of new system
Installed automatically as part of new system
Suggested answer: A
asked 23/09/2024
Colin Ng
51 questions

Question 89

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In Change Management, what does a Model State contain? (Choose two.)

Model State transitions conditions
Model State transitions conditions
Model State properties
Model State properties
Model State transition policies
Model State transition policies
Model State transitions
Model State transitions
Suggested answer: A, D
asked 23/09/2024
Guillaume Deterville
52 questions

Question 90

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Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Too many options may confuse users and increase mis-categorization
Too many options may confuse users and increase mis-categorization
Choices have no additional metadata to drive process
Choices have no additional metadata to drive process
It is difficult to implement
It is difficult to implement
It is not part of the baseline instance
It is not part of the baseline instance
Suggested answer: A, B
asked 23/09/2024
Christopher Castillo
41 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