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ServiceNow CIS-ITSM Exam Questions and Answers, Certified Implementation Specialist - IT Service Management | SPOTO

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Question #1
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over. What module would you use to make this adjustment?
A. AITSM > Administration > Properties
B. BIncident > Administration > Incident Properties
C. CProblem > Administration > Problem Properties
D. DSystem Policy > Rules > Priority Lookup Rules
View answer
Correct Answer: C
Question #2
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process
C. It is difficult to implement
D. It is not part of the baseline instance
View answer
Correct Answer: AB
Question #3
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
A. 0 Star scale
B. omment on Article
C. elpful?
D. lag Article
E. Star scale
F. in Article
View answer
Correct Answer: BCDE
Question #4
A Portfolio Manager is primarily concerned with the performance of what hierarchy?
A. Portfolio Owner, Service Owner, Catalog Manager
B. Requested Item, Catalog Task, Task SLA
C. Service Catalog, Catalog Item, Requested Item
D. Service Portfolio, Service, Service Offering
View answer
Correct Answer: D
Question #5
What baseline Change Flows support the baseline Normal Change model?
A. hange - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks
B. hange - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks
C. hange - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks
D. hange - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks
View answer
Correct Answer: A
Question #6
From a data model perspective which Table is the base class for the configuration management database?
A. Base Configuration Item (cmdb)
B. Configuration Item [cmdb_ci]
C. Asset (asset)
D. Base Item [cmdb_base_item]
View answer
Correct Answer: A
Question #7
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?
A. AEdit in Catalog Builder
B. BEdit in Item Designer
C. CEdit in Catalog Item Designer
D. DEdit in Form Designer
View answer
Correct Answer: A
Question #8
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization. How can the administrator meet this requirement?
A. Create a developer sandbox
B. Create a configuration - only sandbox
C. Create a metadata sandbox
D. Create a full sandbox
View answer
Correct Answer: D
Question #9
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
A. Cls defined directly in cmdb_ci_computer and all parent classes
B. Cls defined directly in cmdb_ci_compulet and all child classes
C. Just GIs defined directly in cmdb_cl_computer
View answer
Correct Answer: B
Question #10
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?
A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy
B. Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the baseline flow
C. Deactivate the baseline Change - Emergency - Authorize Flow
D. Unpublish the baseline Change - Emergency - Authorize Flow
View answer
Correct Answer: A
Question #11
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View
View answer
Correct Answer: B
Question #12
Universal Containers wants customers who buy the Freight Container product to be billed in monthly installments. How should an administrator meet this requirement?
A. Create a default quantity schedule on the product
B. Create a default revenue schedule on the product
C. Create a workflow rule on the product
D. Create custom fields on the product
View answer
Correct Answer: B
Question #13
Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?
A. AForm Designer
B. BVEditor
C. CVariable Designer
D. DRecord Producer Form Designer
E. EDefault Variables Editor
View answer
Correct Answer: DE
Question #14
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
A. utomatically via the Change - Implementation subflow
B. anually by the user during New, Assess, and Authorized states
C. utomatically depending on the category selected on the Change Request
D. anually by the user during all states, except Closed or Canceled
View answer
Correct Answer: AD
Question #15
Problem management provides what benefits for Incident management? Choose 2 answers
A. Incident managers authorize problem investigations
B. Solutions implemented reduce future incidents
C. Published workarounds help quickly resolve incidents
D. Problem Investigations automatically triggered for multiple user incidents
View answer
Correct Answer: BC
Question #16
What module do you use to change the setting for the time between incident Resolution and Closure?
A. Resolution Properties
B. ITSM Properties
C. Incident Properties
D. System Settings
E. incident Settings
View answer
Correct Answer: C
Question #17
When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)
A. sn_incident_update
B. sn_incident_read
C. sn_incident_write
D. sn_incident_insert
View answer
Correct Answer: BC
Question #18
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?
A. Change Approval Policy
B. Change Assess Approval Subflow
C. Change Approval Matrix
D. Change Approval Subflow
View answer
Correct Answer: C
Question #19
Which Service Portfolio Management phase does a service belong to when it is in operational state?
A. Active
B. Retired
C. Catalog
D. Pipeline
View answer
Correct Answer: A
Question #20
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
B. State model
C. State transition conditions
D. Phase model
E. State transitions
View answer
Correct Answer: BCE
Question #21
In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)
A. hange requests meeting different conditions, like Risk level or Type
B. hange requests planned within a certain date range
C. se any of the options on the Agenda Criteria Tab
D. hange requests for a certain Change Flow Definition
View answer
Correct Answer: AB
Question #22
In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle. When you click the Re-Analyze button, what state is set on the problem record?
A. Assess
B. Draft
C. Root Cause Analysis
D. Fix in Progress
View answer
Correct Answer: B
Question #23
On the Unauthorized Change Properties module what can you configure? (Choose two.)
A. Enable/Disable creation of Unauthorized changes
B. Maximum number of unauthorized change records for a CI
C. Unauthorized Change Dashboard
D. CI classes to monitor
View answer
Correct Answer: AB
Question #24
Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time. How would you satisfy this requirement?
A. pdate the Risk Property for Insufficient lead time
B. pdate the Risk Assessment Matrix for Insufficient lead time
C. pdate the Calculate Risk UI Action
D. pdate the Risk Matrix for insufficient lead time
E. pdate the Risk Condition for Insufficient lead time
View answer
Correct Answer: E
Question #25
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?
A. Date
B. Due Date
C. Date Picker
D. Duration
View answer
Correct Answer: C
Question #26
Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes
View answer
Correct Answer: C
Question #27
How do you describe the relationship between a Knowledge article and a Knowledge base category?
A. rticles can only be published to one category
B. rticles must be published to at least one category
C. rticles must be approved by the selected category owner
D. rticles can be published to a category and subcategory
View answer
Correct Answer: A
Question #28
Which field from the configuration item will automatically populate in the Assignment group field of an incident record?
A. Managed by
B. Support group
C. Approval group
D. Change group
View answer
Correct Answer: B
Question #29
Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include: Default Major incidents Self Service Mobile What are these UI layouts called in the Now Platform?
A. Form Layouts
B. Workspaces
C. Forms
D. Form Designs
E. Views
View answer
Correct Answer: E
Question #30
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?
A. Editors
B. Item Admins
C. Authors
D. Item Owners
View answer
Correct Answer: A

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