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ServiceNow CIS-ITSM - Questions & Answers

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Question 1
Single choice

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

A.

Just Cls defined directly in cmdb_ci_computer

B.

Cls defined directly in cmdb_ci_computer and all parent classes

C.

Cls defined directly in cmdb_ci_computer and all child classes

Question 2
Single choice

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

Question 3
Multiple choice

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

Question 4
Single choice

When is a change task for Post Implementation Review created for an unauthorized change?

A.

When the change request moves to Close

B.

When a change manager accepts the change

C.

When the change request moves to a state of Review

D.

When the change request moves to a state of Assess

Question 5
Single choice

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

Question 6
Single choice

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

A.

Setting a variable to mandatory

B.

Apply a requirement to all form views

C.

Setting a catalog category to visible

D.

Setting a variable to read-only

Question 7
Single choice

Which type of catalog item should be used to create an incident record from the portal?

A.

Incident Template

B.

Request Item

C.

Order Guide

D.

Record Producer

Question 8
Multiple choice

Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

A.

sn_incident_read

B.

itsm_incident_read

C.

incident_manager

D.

sn_incident_write

E.

itsm_incident_write

Question 9
Single choice

A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

1. User name
2. Manager name
3. Email Address
4. Employee ID

How would you modify the quick view frame?

A.

Update the sys_popup view for the user table

B.

Update the sys_quick view for the caller table

C.

Update the sys_popup view for the caller table

D.

Update the sys_quick view for the user table

Question 10
Single choice

Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions.

From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

A.

Internal/External Highlighting

B.

Search as User

C.

Show User Viewable

D.

User Only View

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