ServiceNow CIS-ITSM Certified Implementation Specialist - IT Service Management Exam Practice Test
Certified Implementation Specialist - IT Service Management Questions and Answers
What is the trigger for the Change - Normal - Assess Flow?
Where are the timeframe conditions for sending an SLA breach warning notification defined?
On the 'Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers
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?
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?
Where is the definition of what is provided, or not provided, for a service defined?
Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these Ul layouts called in the Now Platform?
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.)
What should you use to capture data in a grid layout on a catalog item?
Incidents are stored what table?
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?
After publishing an item via Catalog Builder, the associated update set is set to which state?
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
How are Features related to Products and Releases?
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?
Which type of catalog item may be found in a Service Catalog?
If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?
Prior to Quebec, when you click Change > Create New, which page is displayed?
How is the Resource Management application activated?
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
What defines the required approvals and the associated conditions for a change model?
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
When using the Email Client, what is the difference between an Email Template and a Quick Message?
The ability to authorize requests is enabled using a role which requires a user license. What is this role?
Where do you enable the Search as feature for an incident?
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
Which record type would you use for an Ask a Question form that would generate an Incident?
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
From a data model perspective which Table is the base class for the configuration management database?
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
What module do you use to change the setting for the time between incident Resolution and Closure?
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?
How are the relationships between services and offerings that are built in Service Porfolio Management transferred to the Configuration Management Database (CMDB)?
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
Which organizational role is responsible for the the overall administrative capabilities of a portfolio?
A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers
What would you use to define a common grouping of configuration items such as all web servers in Miami?
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 configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)