CIS-ITSM Certified Implementation Specialist - IT Service Management Questions and Answers
Which record type would you use for an Ask a Question form that would generate an Incident?
What defines the required approvals and the associated conditions for a change model?
Which of these can be associated with a service within the service portfolio taxonomy?
How are the relationships between services and offerings that are built in Service Porfolio Management transferred to the Configuration Management Database (CMDB)?
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
Where can a change manager define the interval frequency for unauthorized change detection?
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?
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?
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?
When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?
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?
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
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?
What types of Conflicts are detected automatically on the Change request?
Choose 3 answers
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
In the Quebec release of Change management, what new architectural features were added?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
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?
Where can a change manager define the conditions that must be met before a change request can move from one state to another?
You have just upgraded your instance and have not migrated to multimodal change.
Using the default settings, when you click on Change > Create new, what page displays?
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
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?
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?
Which of the following can leverage user criteria for controling access?
Choose 2 answers
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?
Where are the timeframe conditions for sending an SLA breach warning notification defined?
Which level are service commitments associated in the service portfolio taxonomy?
A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?
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 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?
What are key relationships between Change and Release Management? (Choose three.)
Which service types can be managed through the scope of Service Portfolio Management?
Choose 2 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?
Where can a change manager define the interval frequency for unauthorized change detection?
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?
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?
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
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