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Total 170 questions
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Certified Implementation Specialist - IT Service Management Questions and Answers

Question 1

What baseline Change Flows support the baseline Normal Change model?

Options:

A.

Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks

B.

Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks

C.

Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks

D.

Change - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks

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Question 2

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

Options:

A.

It is designed to follow the ITIL4 standard

B.

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

C.

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

D.

There is no Closed state. Problem records are moved to Completed

Question 3

When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

Options:

A.

New case is created from the message

B.

New incident created from the message

C.

New interaction is created from the message

D.

Email is rejected and auto-reply sent to sender

Question 4

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

Options:

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

Question 5

By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

Options:

A.

Incident SLA clock is un-paused

B.

Incident record is updated, per the action's script Most Voted

C.

Auto-reply sent to sender, recommending they use Portal chat

D.

Incident record is re-set to state = attention required

Question 6

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?

Options:

A.

Workflow has not been published

B.

Testers need itil role to see me change models

C.

New change models are only visible to Change Managers

D.

New change model needs Active lo be set to True

Question 7

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

Options:

A.

On the Cart Layout, Columns tab, unselect Quantity column

B.

On the Catalog Item, Columns tab, unselect Quantity column

C.

On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted

D.

On the Catalog, Advanced View, unselect Use cart layout, select No quantity

E.

On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Question 8

Which of the following cannot be defined or set through a Catalog UI Policy?

Options:

A.

Apply a requirement to all form views

B.

Setting a variable to mandatory

C.

Reverse UI Policy if conditions are false

D.

Setting a variable to read-only

Question 9

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

Options:

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions

D.

Anonymize responses

Question 10

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

Choose 2 answers

Options:

A.

timestamp

B.

item author

C.

variables

D.

catalog(s)

E.

item name

Question 11

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

Options:

A.

USM Assignment Lookup Rule

B.

Automatic Assignment for ITSM

C.

Populate Assignment Group based on Cl/SO

D.

Auto-populate ITSM Assignment Groups

Question 12

Where are the timeframe conditions for sending an SLA breach warning notification defined?

Options:

A.

SLA definition record

B.

Default SLA flow

C.

SLA Properties application

D.

SLA trigger conditions

Question 13

Where can a change manager define the interval frequency for unauthorized change detection?

Options:

A.

The ci.change.unplanned business rule

B.

Event Processing Properties module

C.

Unauthorized Change Properties module

D.

Unauthorized change flow

Question 14

What would you use to create Incident records based on email sent by users or systems?

Options:

A.

Transform Map

B.

Record Producer

C.

Inbound Flow Action

D.

Data Collection Job

Question 15

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?

Options:

A.

Catalog Item Most Voted

B.

Content Item

C.

Record Producer

D.

Order Guide

Question 16

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?

Options:

A.

Assess

B.

Root Cause Analysis

C.

Fix in Progress

D.

Draft

Question 17

In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

Options:

A.

Automatically via the Change - Implementation subflow

B.

Manually by the user during New, Assess, and Authorized states

C.

Automatically depending on the category selected on the Change Request

D.

Manually by the user during all states, except Closed or Canceled

Question 18

Incident management includes limited functionality for what advanced reporting capability?

Options:

A.

Machine Learning Metrics

B.

Performance Analytics

C.

KPl Reports

D.

Analytics Dashboards

Question 19

A new problem manager wants to know how in create reports for monitoring problem management activities.

What do you recommend they do before creating new reports?

Options:

A.

Submit a request for the sn_report_creator role

B.

Submit a New Report Request via the service catalog

C.

Take the Performance Analytics fundamentals course

D.

Turn on data collection jobs

E.

Go to Reports > View/Run > All. then search for Problem reports

Question 20

What tools are available to the assignee to help resolve an incident?

Choose 2 answers

Options:

A.

Knowledge Articles

B.

Known Errors

C.

Class Manager

D.

Enterprise CMDB Dashboard

E.

Incident Overview Dashboard

Question 21

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.

What Now Create assets do you recommend they review, to prepare? (Choose two.)

Options:

A.

Service Catalog and Request Mgmt - Workshop Preparation Guide

B.

Service Catalog and Request Mgmt - Process Guide

C.

IT Service Management - Typical Challenges and Remediation

D.

ITSM - Business Outcomes and Corresponding KPIs

Question 22

What are the components of a Flow Action?

Options:

A.

Processes, Subprocess aid Action Steps

B.

Indexes, Processes and Outputs

C.

Inputs Action Steps and Outputs

D.

Inputs Processes, Subprocesses and Outputs

Question 23

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Options:

A.

Content Item

B.

Record Producer

C.

Knowledge Item

D.

Order Guide

E.

Catalog Item

Question 24

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.

What should you do to satisfy this requirement?

Options:

A.

Add a new Policy Input to the Normal Change Approval Policy

B.

Add a new Decision to the Normal Change Approval Policy

C.

Add a new Change Approval Policy

D.

Add a new Decision to the Normal Change Workflow

Question 25

Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

Options:

A.

Cls defined directly in cmdb_ci_computer and all parent classes

B.

Just GIs defined directly in cmdb_cl_computer

C.

Cls defined directly in cmdb_ci_compulet and all child classes

Question 26

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

Options:

A.

itil

B.

task_worker

C.

sc_fulfiller

D.

catalog_fulfiller

E.

fulfiller

Question 27

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?

Options:

A.

SLAs re recommended in the ITIL framework for problem management

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

C.

SLAs are available for problem management, but require custom code

D.

SLAs are essential to problem management, as support specialists need to quickly identify root causes

Question 28

What are key relationships between Change and Release Management?

Choose 3 answers

Options:

A.

A Change can contain one or more Releases

B.

A Release can contain one or more Changes

C.

Release management application is required, to use the Change management application

D.

Change management provides governance which includes Release management

E.

Change includes planning and approvals, Release includes building resting and execution of changes

Question 29

Released in Quebec, what tool enables the creation of templates for Catalog Items?

Options:

A.

Template Builder

B.

Template Management

C.

Catalog Wizard

D.

Catalog Builder

E.

Catalog Template Library

Question 30

In release management what controls the movement of the state from Scoping to Awaiting Approval?

Options:

A.

Flow

B.

State model

C.

Manual state selection

D.

Workflow

Question 31

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

Options:

A.

Resolution Properties

B.

ITSM Properties

C.

Incident Properties

D.

System Settings

E.

incident Settings

Question 32

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?

Options:

A.

Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow

B.

Unpublish the baseline Change - Emergency -Authorize flow

C.

Deactivate the baseline Change - Emergency - Authorize flow

D.

Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy

Question 33

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?

Options:

A.

Form Layouts

B.

Workspaces

C.

Forms

D.

Form Designs

E.

Views

Exam Detail
Vendor: ServiceNow
Certification: CIS-Service Management
Exam Code: CIS-ITSM
Exam Name: Certified Implementation Specialist - IT Service Management
Last Update: Nov 21, 2024
CIS-ITSM Question Answers
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Total 170 questions
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