Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

CIS-ITSM > Test1 > Flashcards

Test1 Flashcards

1
Q

By which of the following does CMDB aid ITSM processes:

  • Identify the affected applications which helps in prioritization
  • Automatically repair affected configuration items
  • Identify the preferences of the requester user based on profile data
  • Identifying potential upstream or downstream impacts
  • Associating configuration items to incidents, problems or change records
A

Identify the affected applications which helps in prioritization

Identifying potential upstream or downstream impacts

Associating configuration items to incidents, problems or change records

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

T/F: When the state is “On Hold” and the “On Hold Reason” is “Awaiting Caller”, the incident state will automatically change to “In Progress” once the caller user makes a change to the incident.

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

When does the requested item workflow initiate?

  • Upon approval of the request
  • There’s no workflow attached to requested items
  • Upon confirmation by the requester
  • Upon submission of the request
A

Upon approval of the request

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Which of the following are valid states for Standard Change requests?

  • Implement
  • Scheduled
  • Authorize
  • Assess
  • Review
A
  • Implement
  • Scheduled
  • Review
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Which of the following integration, with change management, provides insight into the potential cost implication of a requested change to processing related resources licensed by CPU?

  • Discovery
  • Software Asset Management
  • Financial Management
  • CMDB
A

Software Asset Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What is the module name that is used to access configuration base items?

  • Configuration Items > Base Items
  • Base Items > Configuration
  • CMDB > Base Items
  • Configuration > Base Items
A

Configuration > Base Items

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

T/F: It is possible to import multiple word documents at the same time into a knowledge base.

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose 4)

  • IP Address
  • HTML
  • Label
  • Lookup Select Box
  • UI Page
  • Container Start
A

HTML

Label

UI Page

Container Start

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

For the majority of catalog items, the customer requires quantity and price to be displayed. However, for one item, the customer would like to omit these two fields. Which of the following approaches should be used to satisfy this requirement? (Choose 2)

  • Set “Use Cart Layout” to false on the Catalog item and set both “No Quantity” and “Omit Price” in “Cart” to true.
  • Set both “No Quantity” and “Omit Price in Cart” to true on the Catalog Item.
  • Write a Catalog Client Script for the item and use g_form.setDisplay() to hide each field.
  • Cart options are set using system properties and cannot be changed for individual items.
A

Set “Use Cart Layout” to false on the Catalog item and set both “No Quantity” and “Omit Price” in “Cart” to true.

Set both “No Quantity” and “Omit Price in Cart” to true on the Catalog Item.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What role is required to create record producers to log incidents directly from the Service Catalogue?

  • itil_admin
  • catalog_admin
  • incident_manager
  • catalog_item_designer
A

catalog_admin

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What serves as a container for change requests and manages the execution of change management?

  • Knowledge Management
  • Incident Management
  • Release management
  • Configuration Management
A

Release Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

How can a user with itil roles resolve a problem?

  • Manually changing the state to “Closed”
  • Clicking on the Resolve button
  • Manually changing the state to “Resolved”
  • None of the listed answers
A

None of the listed answers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

On what Incident states, is the Resolution SLA is paused?
Select 2 Answers from the below options.

  • On hold
  • Resolved
  • Canceled
  • Closed
A

On hold

Resolved

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true?

  • Fulfillment can begin immediately.
  • Fulfillment can begin once the REQ is approved.
  • Fulfillment can begin once other RITMs in the REQ are approved.
  • Fulfillment can begin once all RITMs are reviewed.
A

Fulfilment can begin once the REQ is approved.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Where is the Activity stream located on the Incident form?

  • Related Links
  • Notes tab
  • Resolution Information tab
  • Related Records tab
A

Notes Tab

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

When you resolve a parent incident, which of the following activities will automatically occur?
Select 3 Answers from the below options.

  • State on child incidents is updated to Closed.
  • Resolution information is copied to the child incident.
  • Activity stream of child incidents is updated with parent’s incident state of Resolved and parent’s resolution information from the resolution tab.
  • Resolution code is copied to the child incident.
A
  • Resolution information is copied to the child incident.
  • Activity stream of child incidents is updated with parent’s incident state of Resolved and parent’s resolution information from the resolution tab.
  • Resolution code is copied to the child incident.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

What is the minimum role required to create a major incident candidate or propose an existing incident as a major incident candidate?

  • ITIL Admin [itil_admin]
  • Major Incident Manager [major_incident_manager]
  • Incident Manager [incident_manager]
  • ITIL [itil]
A

ITIL [itil]

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Which of the following tables is used to store knowledge articles?

  • kb_article
  • kb_knowledge
  • None of the listed answers
  • kb_knowledge_article
A

kb_knowledge

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

How can you reduce change risk and manage change conflicts in Change management?

  • By building change schedules
  • By enhancing the CAB Workbench
  • By scheduling assistant REST endpoints
  • By leveraging the ServiceNow CMDB grouping capabilities
A

By scheduling assistant REST endpoints

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Which of the following statements are true about knowledge article authoring in Microsoft Word?
Select 2 Answers from the below options.

  • The text size of a knowledge article created in Word must be less than 1 MB.
  • Headers and footers corresponding to pages in the Word document do not show in the knowledge article.
  • You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.
  • It is only supported in the Word Online application and not in the Word Desktop app.
A

You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.

It is only supported in the Word Online application and not in the Word Desktop app.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Which feature enables you to maintain a unified content categorization across different content types such as catalogue items, knowledge articles, and community posts?

  • User Criteria
  • Record Producer
  • Social Q&A
  • Knowledge Block
  • Taxonomy
A

Taxonomy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

Which table is used to store Q&A data for knowledge articles?

  • kb_qa
  • kb_social_qa_question
  • kb_social_qa
  • kb_social
A

kb_social_qa_question

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

The system administrator evaluates each catalogue item and determines whether approvals are needed and, if so, by whom. Which of the following approval requirements are possible?
Select 3 Answers from the below options.

  • None of the requested items
  • All of the requested items
  • The entire request and requested items
  • Some or all of the requests
A

None of the requested items

All of the requested items

The entire request and requested items

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

What are the 2 service catalogues that come with the demo data within ServiceNow?
Select 2 Answers from the below options.

  • Product Catalog
  • Technical Catalog
  • Service Catalog
  • Business Catalog
A

Service Catalog
Technical Catalog

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

What can you do within the Conflict Calendar?
Select 3 Answers from the below options.

  • View the change schedule
  • Resolve conflicts
  • View the details of the change
  • Update Blackout Schedule or Maintenance Window
A

View the change schedule

Resolve conflicts

View the details of the change

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

Which of the following fields does ServiceNow recommend to move to the Advance view of the catalog item form?

  • No cart
  • Shopping cart label
  • Show shopping cart
  • Omit price in cart
  • No subtotal
A

Omit price in cart

No cart

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

What are the purposes you may use Content Items for?
Select 3 Answers from the below options.

  • External Content
  • Link to Catalogue Content
  • Link to a Knowledge Base Article
  • Create a new content
A

External Content

Link to Catalogue Content

Link to a Knowledge Base Article

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

What is the intent of the Watch List in some notifications?

  • None of the listed answers
  • To copy people on notifications sent to the caller
  • To copy people on notifications sent to the assignment group
  • To copy people on notifications sent to the assignee
A

To copy people on notifications sent to the caller

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
29
Q

Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?

  • Related Lists
  • Order Guides
  • Variable Types
  • Request Types
A

Variable Types

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
30
Q

T/F: The “Assigned to me” button will validate if the current user is a member of the Assignment Group

A

False

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
31
Q

Which of the following activities happen during the Implementation stage within the Change Management lifecycle?

  • Complete post-implementation review (PIR), if required
  • Check for conflicts
  • Change tasks are created automatically as part of the workflow
  • Changes move through a series of reviews and approvals
A

Change tasks are created automatically as part of the workflow

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
32
Q

T/F: Because of its agile nature, implementation of ServiceNow processes should compromise quality in favor of speed of delivery. Issues can be fixed later, easily.

A

False

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
33
Q

In the baseline instance configuration for Incident Management, when Impact = 3 – Low and Urgency = 3 Low, the Priority will be set to 5 – Planning. The customer requirement is to set the Priority to 4 – Low, given these Impact and Urgency settings, where should this be changed in the platform?

  • System Property
  • Client Script
  • Priority Calculation Business Rule
  • Priority Data Lookups Table
A

Priority Data Lookups Table

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
34
Q

What are the different close codes on a change request form?
Select 3 Answers from the below options.

  • Successful with issues
  • Unsuccessful
  • Canceled
  • Successful
A

Successful with issues

Unsuccessful

Successful

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
35
Q

T/F: The calculation of incident priority is based on both impact and urgency fields

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
36
Q

If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?

  • 2
  • 4
  • 3
  • 1
A

3

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
37
Q

Which plugin should be installed to enable creating known error articles from problems?

com.snc.best_practice.problem.knowledge
com.snc.best_practice.knowledge
com.snc.best_practice.problem.madrid.knowledge
com.snc.known_error.problem.madrid.knowledge

A

com.snc.best_practice.problem.madrid.knowledge

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
38
Q

What sorting options are available by default on the knowledge article list when opening a knowledge base from the service portal?
Select 3 options from the below options.

  • Views
  • Alphabetical
  • Category
  • Rating
  • Newest
A

Views

Alphabetical

Newest

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
39
Q

Which record type in request management is closed first?

  • PRQ
  • REQ
  • SCTASK
  • RITM
A

SCTASK

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
40
Q

T/F: It is possible to import multiple word documents at the same time into a knowledge base.

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
41
Q

At what state an Emergency change request can be reverted to the New state and be modified to a Normal change?

  • Review
  • Assess
  • Scheduled
  • Authorize
A

Authorize

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
42
Q

What can be set up to auto-assign all new Hardware category Incidents to a certain group?
Select 3 Answers from the below options.

  • Assignment rules
  • Business rules
  • UI Actions
  • Access Controls
  • Data lookup rules
A

Assignment rules

Business rules

Data lookup rules

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
43
Q

How is the content of the email notification for expiring knowledge articles determined?

  • Number of articles expiring in the coming month
  • Notification preference of the email recipients
  • Valid to date of the expired knowledge articles
  • Authors of the expiring knowledge articles
A

Number of articles expiring in the coming month

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
44
Q

Which of the following roles can delete a CAB definition?

  • change_manager
  • cab_manager
  • None of the listed answers
  • itil_admin
A

None of the listed answers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
45
Q

What happens when “Communicate Workaround” is clicked in problem form?

  • Workaround is copied to comments of all incidents that are linked to the problem where the incidents’ states are “On Hold” and the On Hold reason is “Awaiting Problem”
  • Workaround is copied to comments of all incidents that are linked to the problem except incidents with state “On Hold”
  • Workaround is copied to comments of all incidents that are linked to the problem
  • Workaround is copied to comments of all incidents that are linked to the problem where the incidents’ states are “On Hold”
A

Workaround is copied to comments of all incidents that are linked to the problem where the incidents’ states are “On Hold” and the On Hold reason is “Awaiting Problem”

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
46
Q

Which of the following variable type is supported in a multi-row variable set (MRVS)?

  • HTML
  • Label
  • Attachment
  • List Collector
A

List Collector

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
47
Q

Why do organizations fail to complete implementation or realize business value from the CMDB?
Select 3 Answers from the below options.

  • Unknown Configuration Items
  • Inconsistent data quality
  • Ill-defined relationships among Configuration Items
  • Too many non-IT Configuration Items
A

Unknown Configuration Items

Inconsistent data quality

Ill-defined relationships among Configuration Items

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
48
Q

In which phase of the incident management lifecycle do incidents typically gel escalated?

  • Creation and Classification
  • Investigation and Diagnosis
  • Initial Analysis and Submission
  • Resolution and Closure
A

Investigation and Diagnosis

49
Q

Which of the following statements is true regarding incident categorization driven by configuration item?

  • Categorization driven by configuration item is recommended for all customers
  • Categorization driven by configuration item is recommended for customers who don’t have logic in place for incident assignment rules
  • Categorization driven by configuration item is recommended for customers with robust and Mature CMDB
  • Categorization driven by configuration item is recommended when the project timeline is too short
A

Categorization driven by configuration item is recommended for customers with robust and Mature CMDB

50
Q

Multiple Choice, Single Line Text, and Select Box are what type of elements in ServiceNow?

  • Related Lists
  • Variable Types
  • Order Guides
  • Request Types
A

Variable Types

51
Q

Which integration point is more suitable for integrations with other business systems?

  • None of the listed answers
  • Remote Agent
  • Platform web service
  • Event Management
A

Platform web service

52
Q

How can you quickly reference the most frequently used articles in Service Portal?

  • By marking them as favorites
  • By flagging them
  • By creating a shortcut link for them
  • By rating them or marking them as helpful
A

By marking them as favorites

53
Q

Which of the following catalog UI policy actions can be applied to variables on catalog item forms?
Select 3 Answers from the below options.

  • Masked
  • Mandatory
  • Visible
  • Read only
A

Mandatory

Visible

Read only

54
Q

What source types are available when viewing the source of a knowledge article search in the search log?
Select 4 Answers from the below options.

  • Workspace: Agent Assist in Workspace
  • Mobile App: Now Mobile app
  • Classic: Now Platform application
  • Knowledge Classic: Knowledge Management v3 or v2
  • Portal: Service Portal application
A

Workspace: Agent Assist in Workspace

Classic: Now Platform application

Knowledge Classic: Knowledge Management v3 or v2

Portal: Service Portal application

55
Q

Which of the following are copied across from the problem record to the change when a change request is created from the form additional actions menu on the problem record?
Select 2 Answers from the below options.

  • Assignment Group
  • Service
  • Short description (Problem statement)
  • Configuration item
A

Short description (Problem statement)

Configuration item

56
Q

T/F: It is possible to create two different sets of priority rules for incidents and problems.

57
Q

Which script action is called once “Communicate Fix” is clicked?

  • Copy Prb fix to Inc
  • Copy Problem Fix
  • Copy Prblm Fix to Incdnt Comments
  • Copy Prb fix to Inc comments
A

Copy Prb fix to Inc comments

58
Q

On what condition the delegated request experience is not supported?

  • If two-step checkout is enabled
  • If the request was made using the ‘Request For’ variable type
  • If catalog items for self-service are restricted
  • If a single request for an item was made on behalf of multiple users
A

If two-step checkout is enabled

59
Q

What is the purpose of the Duration field in the incident form?

  • Time elapsed before the incident was resolved
  • Time elapsed since the last update by agent on the incident
  • Time elapsed before the incident was closed
  • Time elapsed since the last update on the incident
A

Time elapsed before the incident was resolved

60
Q

Which one of the following workshops identifies the technical requirements for implementation?

  • Technical workshop
  • Roadmap workshop
  • Implementation workshop
  • Process workshop
A

Technical workshop

61
Q

Which module to use in order to see problem tasks that are assigned to you?

  • Service Desk > My Work
  • Service Desk > My Problem Tasks
  • Problem > My Problem Tasks
  • Problem > My Tasks
A

Service Desk > My Work

62
Q

Which persona is responsible for controlling changes to the Service Catalog and ensuring Service Catalog issues are resolved?

  • Catalog Editor
  • Service Owner
  • Catalog Manager
  • Change Manager
A

Catalog Manager

63
Q

The workflow is different for each requested item (RITM), and you can view it to:
Select 3 Answers from the below options.

Visualize the overall request process.
Take your approval action.
Identify the current action in the process.
Anticipate future tasks.

A

Visualize the overall request process.

Identify the current action in the process.

Anticipate future tasks.

64
Q

Which of the following action can be taken on a major incident by the caller who is an ESS user?

  • Close
  • Resolve
  • Reopen
  • Assess
65
Q

Which module within the DevOps application allows you to access your integrated planning applications along with their features and versions?

  • Develop
  • Test
  • Configure
  • Plan
66
Q

Where can you find your saved bundles on the portal homepage?

  • Knowledge > Categories
  • Catalog > Popular Items
  • Cart > View Cart
  • Requests > My Requests
A

Cart > View Cart

67
Q

What will be the next state when the “Request Approval” button is clicked in normal change form?

  • Approval Requested
  • Assess
  • Open
  • Authorize
68
Q

When does the CAB Date get auto-populated in the change request form?

  • CAB Date is never auto-populated. It should be set manually
  • When change is added to a CAB meeting agenda
  • When state changes to Assess
  • When state changes to Authorize
A

When change is added to a CAB meeting agenda

69
Q

T/F: There are 2 integration points available in ServiceNow ITSM: Platform Web Services and Event Management

70
Q

T/F: Inbound Actions can be configured to enable creating or updating incidents

71
Q

At what levels can User Criteria be used in Knowledge Management to control who can read and who can contribute?
Select 3 Answers from the below options.

  • Knowledge Article
  • Knowledge Block
  • Knowledge Base
  • Knowledge Category
A

Knowledge Article

Knowledge Block

Knowledge Base

72
Q

What are some of the topics that are part of the change PIR?
Select 3 Answers from the below options.

  • Did external providers, if part of the change, meet service level targets?
  • Was the change started on time, and was it completed within the change window?
  • Did the change meet its targeted objective(i.e. expected outcome)?
  • Were there any demands that arose due to the change implementation?
A

Did external providers, if part of the change, meet service level targets?

Was the change started on time, and was it completed within the change window?

Did the change meet its targeted objective(i.e. expected outcome)?

73
Q

Analyzing the issue is associated with the _______ stage in the Incident Management Lifecycle.

  • Investigation and Diagnosis
  • Creation and Classification
  • Resolution and Closure
  • None of the above
A

Investigation and Diagnosis

74
Q

What role has the ability to create major incidents directly?

  • ITIL Admin [itil_admin]
  • Major Incident Manager [major_incident_manager]
  • Incident Manager [incident_manager]
  • ITIL [itil]
A

Major Incident Manager [major_incident_manager]

75
Q

What are some of the ways you can search for existing solutions in Incident Management?
Select 3 Answers from the below options.

  • Browse recent changes to view any upcoming fixes that can restore service to the current incident.
  • Look for similar known errors and identify the workaround.
  • Use keywords to search for related changes and view the workaround.
  • Search for similar incidents by filtering using specific keywords and review Related records from one of them.
A

Browse recent changes to view any upcoming fixes that can restore service to the current incident.

Look for similar known errors and identify the workaround.

Search for similar incidents by filtering using specific keywords and review Related records from one of them.

76
Q

Which of the following CI class is not included in the search results for configuration items, affected CIs, or impacted services within an Incident record?

  • Service Offering
  • Application Service
  • Business Service Group
  • Business Application
A

Service Offering

77
Q

Which of the following can be performed with multi-row variable sets?

  • Capture data in a grid layout
  • Display within a container
  • Make visible in variable summarizer
  • Add variables with read roles
A

Capture data in a grid layout

78
Q

What record is raised when there is a significant disruption to the business and demands a response beyond the routine incident management process?

  • Major Incident
  • Request
  • Child Incident
  • Problem
A

Major Incident

79
Q

Which of the following statements are correct for standard changes?
(Choose two.)

  • Standard change procedures must be stored in the Knowledge base
  • Standard changes do not have change tasks
  • Standard changes are typically low risk and have detailed procedures
  • Standard changes can be automated
A

Standard changes are typically low risk and have detailed procedures

Standard changes can be automated

80
Q

What is a repository of problem records that have been designated as known issues?

  • Known Error Database (KEDB)
  • IT Service Management (ITSM)
  • Knowledge Base (KB)
  • Configuration Management Database (CMDB)
A

Known Error Database (KEDB)

81
Q

T/F: Map to field functionality is NOT supported for variables added inside a variable set

82
Q

What plugins are required to install the Incident Management - Major Incident Management (com.snc.incident.mim) plugin?
Select 3 Answers from the below options.

  • On-call scheduling (com.snc.on_call_rotation)
  • Notify (com.snc.notify)
  • Task-Outage Relationship (com.snc.task_outage)
  • Incident Communications Management (com.snc.iam)
  • Incident Updates (com.snc.incident.updates)
A

Task-Outage Relationship (com.snc.task_outage)

Incident Communications Management (com.snc.iam)

Incident Updates (com.snc.incident.updates)

83
Q

What can you disable for knowledge articles from a Knowledge Base form?
Select 3 Answers from the below options?

Rating
Category editing
Commenting
Suggesting

A

Category editing

Commenting

Suggesting

84
Q

Which of the following tables extend the task table?

Change Request [change_request]
Requested Item [sc_req_item]
Incident Task [incident_task]
Incident [incident]
Configuration Item [cmdb_ci]

A

Change Request [change_request]

Requested Item [sc_req_item]

Incident Task [incident_task]

Incident [incident]

85
Q

If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?

  • 2
  • 4
  • 3
  • 1
86
Q

Which of the following is an Incident logging step in the Incident Management process?

  • Investigation and diagnosis
  • Incident categorization
  • Incident escalation
  • Initial diagnosis
A

Incident categorization

87
Q

Which role is required to delete an incident?

Response:

  • admin
  • incident_manager
  • itil_admin
  • itil
A

itil_admin

88
Q

Which of the following are true statements regarding the Service Catalogue?
(Select 3 Answers from the below options.)

  • You can create new variables and request items in Workspace.
  • You can enable users to request an item or service and track or approve requests on a mobile device.
  • You can design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks.
  • You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile.
A

You can enable users to request an item or service and track or approve requests on a mobile device.

You can design a topic conversation in Virtual Agent by including reusable topic blocks to perform request submission tasks.

You can use the AI-enabled search to quickly find relevant catalogue items in Service Portal and Now Mobile.

89
Q

Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?

  • Duration [calendar_duration]
  • Business Duration [business_duration]
  • Business Resolve Time [business_stc]
  • Resolve Time [calendar_stc]
A

Duration [calendar_duration]

90
Q

What is eCAB approval in the Change Management lifecycle?

  • Electronic approval by CAB members
  • Emergency CAB approval
  • Exchanging CAB approvers
  • Email-based approval by CAB
A

Emergency CAB approval

91
Q

Which of the following modules can support meeting facilitation, participation, and decision making for upcoming change requests?

  • Change Schedules
  • Standard Change Catalog
  • Change Premium dashboard
  • CAB Workbench
A

CAB Workbench

92
Q

T/F: According to the OOTB implementation, you can only create normal change or emergency change from a problem, but not standard change.

93
Q

What are the scenarios when you need to go back and continue the root cause analysis?
Select 3 Answers from the below options.

  • Priorities change, and the previously accepted risk is no longer acceptable.
  • The root cause analysis was not completed at the time of problem resolution.
  • The fix that was applied did not correct the problem.
  • The workaround stopped working.
A

Priorities change, and the previously accepted risk is no longer acceptable.

The fix that was applied did not correct the problem.

The workaround stopped working.

94
Q

On what condition the delegated request experience is not supported?

  • If a single request for an item was made on behalf of multiple users
  • If two-step checkout is enabled
  • If the request was made using the ‘Request For’ variable type
  • If catalog items for self-service are restricted
A

If two-step checkout is enabled

95
Q

T/F: g_scratchpad CANNOT be used in catalog items

96
Q

Which of the following CAB Workbench feature allows you to specify when the CAB meeting is held, on which days, and how often?

  • Refresh CAB Meetings
  • Related Schedules
  • Schedule Entries
  • Agenda Management
A

Schedule Entries

97
Q

When evaluating change request states in a script include, which is the preferred method for referencing a state?

  • Use the State field value, such as -2
  • Use the g_form.getValue function to retrieve the State field value
  • Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED
  • Use the .getDisplayValue function to retrieve the State field value
A

Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED

98
Q

Which table is used to store request items?

  • sc_requested_item
  • sc_item
  • sc_request_item
  • sc_req_item
A

sc_req_item

99
Q

What are the three different request methods in the Service Catalogue?
Select 3 Answers from the below options.

  • Wish List
  • Order
  • Save
  • Request
  • Submit
A

Order

Request

Submit

100
Q

Which of the following is a benefit of driving incident categorization by configuration item?

  • It may require tailored scripting to set the assignment group.
  • Requires fairly robust CMDB.
  • Reduce the complexity of assignment rules by leveraging the Support group field on CI.
  • CMDB must be kept updated and accurate, which usually requires Discovery or other integration.
A

Reduce the complexity of assignment rules by leveraging the Support group field on CI.

101
Q

Which of the following statements is true regarding the permission that a user of itil role has?

  • Users with itil role can update any incident except closed incidents
  • Users with itil role can update any incident except closed and resolved incidents
  • Users with itil role can update any incident
  • Users with itil role can only update incident created by them
A

Users with itil role can update any incident except closed incidents

102
Q

Which module within the DevOps application allows you to access your integrated planning applications along with their features and versions?

  • Configure
  • Test
  • Plan
  • Develop
103
Q

What is the purpose of “Cascade Variables” checkbox in order guide?

  • If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide
  • If checked, it auto-populates catalog item variables with names similar to order guide variables
  • If checked, it prevents duplication of variable names in catalog items added to order guide
  • If checked, it applies the same formatting used for order guide variables to all catalog items added to it
A

If checked, it auto-populate catalog item variables with names similar to order guide variables

104
Q

What serves as a container for change requests and manages the execution of change management?

  • Release management
  • Configuration Management
  • Incident Management
  • Knowledge Management
A

Release management

105
Q

What are the different levels for a request to be approved?
Select 2 Answers from the below options.

  • Requested item [sc_req_item]
  • Request [sc_request]
  • Catalog Task [sc_task]
  • Order guide [sc_cat_item_guide]
A

Requested item [sc_req_item]

Request [sc_request]

106
Q

What form action on the Incident form updates an existing record and keeps the form open?

  • Save
  • Submit
  • Insert
  • Update
107
Q

Why it takes time for the workaround to appear in the linked incidents’ comments when the “Communicate Workaround” is clicked in a problem?

  • The query used to filter linked incidents is very complex and it takes time to run
  • There’s a scheduled job that runs every day at midnight to add the comment to linked incidents
  • The system waits an action from the user to close the problem and then the workaround will be copied
  • The “Communicate Workaround” uses an event which must be processed
A

The “Communicate Workaround” uses an event which must be processed

108
Q

Which of the following fields does ServiceNow recommend to move to the Advance view of the catalog item form?

  • No cart
  • Shopping cart label
  • Show shopping cart
  • No subtotal
  • Omit price in cart
A

No cart

Omit price in cart

109
Q

What actions should be taken to avoid seeing two ‘Assign to me’ UI actions on the Incident table form if the UI action was customized?
(Select 2 Answers from the below options.)

  • Override the value pointing to the Task UI action.
  • Add an Overrides value for the customized table.
  • Remove the Overrides value for the Incident table.
  • Select task_assign_to_me from the Action name list.
A

Remove the Overrides value for the Incident table.

Select task_assign_to_me from the Action name list.

110
Q

Which UI action can be selected on an incident or a problem record to check if you are part of the assignment group?

  • Update Assignment Group
  • Assign to me
  • Auto Assign
  • Reassign
  • Create assignment rule
A

Assign to me

111
Q

What represent the planned phases that a release will have, which are used to group the tasks required to carry out the release?

  • Features
  • Products
  • Release Tasks
  • Release Phases
A

Release Phases

112
Q

T/F: The Requirements Workshop answers the questions “Where would we like to be, where do we start, and how do we get there?”

113
Q

What factors does the Risk value in a change request account for?
Select 3 Answers from the below options.

  • Number of resources needed to implement the change
  • The complexity of the change
  • Whether an outage is required
  • Number and criticality of services affected
A

Number of resources needed to implement the change

The complexity of the change

Whether an outage is required

114
Q

What audience can you share your Change Schedules with as an admin?
Select 3 Answers from the below options.

  • Roles
  • Departments
  • Everyone
  • Groups
A

Groups

Everyone

Roles

115
Q

Configuration items (Cls) can be connected to each other. Terms such as Runs on, Depends On, or Contains are examples of a _____________.

  • Relationship Type
  • CI Attribute
  • CI Dependency
  • Related List
A

Relationship Type

116
Q

Which of the following database views is useful if you need to create a report of the changes that were closed by category?

  • change_request_metric
  • change_request_category_metric
  • change_request_category_sla
  • change_request_sla
A

change_request_metric

117
Q

What are the benefits of using Multi-source CMDB?
Select 3 Answers from the below options.

  • Visualize the source of attribute values for each discovery source and at the attribute level.
  • Control CI updates at the discovery source and CI attribute level.
  • Complicate data management and data quality by querying on Multi-source CMDB data.
  • Revert CMDB data integration from a specific discovery source.
A

Visualize the source of attribute values for each discovery source and at the attribute level.

Control CI updates at the discovery source and CI attribute level.

Revert CMDB data integration from a specific discovery source.

118
Q

When referring to the State of an incident in server-side code (such as in a script include, business rule, or UI action), which method is the preferred way to refer to the State field value?

  • Use the getDisplayValue() method to retrieve the Label associated with the State field value.
  • Use the value of the choice option, such as 2 to refer to a State of in Progress.
  • If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant.
A

If a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant.

119
Q

T/F: A group can have a parent group

CIS-ITSM (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2025 Bold Learning Solutions. Terms and Conditions