The Secret Of ServiceNow CIS-ITSM Exam Answers

NEW QUESTION 1
What are some good practices for guiding your customers' use of Notifications? Choose 3 answers

• A. When possible, maximize the quality or email updates to customers
• B. Use incident itil role template as the master template to build all other ITSM templates
• C. Get input from Marketing department, regarding format of customer/caller facing notifications
• D. Make sure Notification requirements and test plans are in the project scope from the start
• E. Use templates to ensure consistency and ease of configuration

Answer: BCD

NEW QUESTION 2
When a user submits a service request from a catalog what actions are triggered based on the flow definition?
Choose 3 answers

• A. Approvals
• B. Notifications
• C. Tasks
• D. Action Specs
• E. Access Controls

Answer: ABC

NEW QUESTION 3
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

• 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

Answer: AD

NEW QUESTION 4
The ability to authorize requests is enabled using a role which requires a user license. What is this role?

• A. sn_approval_write
• B. sc_approver
• C. approver
• D. approver_user

Answer: D

NEW QUESTION 5
Where can a change manager define the interval frequency for unauthorized change detection?

• A. The ci.change.unplanned business rule
• B. Event Processing Properties module
• C. Unauthorized Change Properties module
• D. Unauthorized change flow

Answer: C

NEW QUESTION 6
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. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
• B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
• C. Create an Access control to hide the unnecessary CIs from the itil users
• D. Make a show/hide UI action to show only the desired CIs to the itil users

Answer: B

NEW QUESTION 7
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

Answer: C

NEW QUESTION 8
Which role would give you access to the CI Class Manager?

• A. ecmdb_admin Most Voted
• B. ecmdb
• C. class_manager
• D. sn_class_manager

Answer: A

NEW QUESTION 9
In what table are Change records stored?

• A. Change [change_task]
• B. Change Request [rfc]
• C. Change Request [change_request]
• D. Change [change]
• E. Change [task_change]

Answer: C

NEW QUESTION 10
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

Answer: E

NEW QUESTION 11
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?

• A. Proposed, Accepted, Rejected, Cancelled
• B. Proposed, Accepted, Rejected, Reopened
• C. Proposed, Received, eCAB Convened, Closed
• D. New, Work in progress, Escalated, Communicated

Answer: A

NEW QUESTION 12
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

• A. Sets of Variables
• B. Entitlements
• C. Icons
• D. Flows and Subflows

Answer: AD

NEW QUESTION 13
What is KCS (Knowledge Centered Services)?

• A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
• B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
• C. A dashboard with specific visualization of the different knowledge bases and categories
• D. An application that helps agents and managers to create cases from Knowledge articles

Answer: B

NEW QUESTION 14
On an incident record, where are the fields fiat appear on the caller lookup select box defined?

• A. The ref_contributions attribute on the caller lookup form
• B. The ref_ac_column attribute from the dictionary entry
• C. The Caller lookup field on the [user] table
• D. The form design of the caller lookup form

Answer: B

NEW QUESTION 15
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

• 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

Answer: B

NEW QUESTION 16
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?

• A. Ne
• B. Work: m progress Escalated Communicated
• C. Propose
• D. Accepted Rejected Cancelled
• E. Proposed Received eCAB Convened Closed
• F. Proposed Accepted Reacted Reopened

Answer: B

NEW QUESTION 17
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. Just GIs defined directly in cmdb_cl_computer
• C. Cls defined directly in cmdb_ci_compulet and all child classes

Answer: C

NEW QUESTION 18
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