SERVICENOW CIS-ITSM EXAM 2024 AND PRACTICE
TEST QUESTIONS AND CORRECT VERIFIED
ANSWERS LATEST UPDATE 2024-2025
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
b) Support group
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
b) State model
c) State transtition conditions
e) State transitions
,When is a change task for post implemenation 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
c) when the change request moves to a state of review
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
b) CI Class Manager
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
c) setting a catalog category to visible
,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
d) record producer
Which incident management roles are activated by installing the ITSM Roles
plugin (com.snc.itsm.roles)?
a) sn_incident_read
b) itsm_incident_read
c) incident_manager
d) sn_incident_write
e) itsm_incident_write
a) sn_incident_read
d) sn_incident_write
A customer requests that when the Service Desk agent clicks on the indormation
icon for the Caller's name, the quick view frame shows only the following fields:
User name, Manager name, Email address, 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
a) update the sys_popup view for the user table
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 instruction. From the incident form, the agents would be able to
identify which articles are vissible 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
b) Search as User
Your customer is using the baseline create incident catalog item and would like to
add a few additional input fields. How should you update the catalog item?
a) Edit in Catalog Item Designer
b) Edit in Item Designer
c) Edit in Catalog Builder
d) Edit in Form Designer
c) Edit in Catalog Builder
TEST QUESTIONS AND CORRECT VERIFIED
ANSWERS LATEST UPDATE 2024-2025
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
b) Support group
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
b) State model
c) State transtition conditions
e) State transitions
,When is a change task for post implemenation 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
c) when the change request moves to a state of review
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
b) CI Class Manager
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
c) setting a catalog category to visible
,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
d) record producer
Which incident management roles are activated by installing the ITSM Roles
plugin (com.snc.itsm.roles)?
a) sn_incident_read
b) itsm_incident_read
c) incident_manager
d) sn_incident_write
e) itsm_incident_write
a) sn_incident_read
d) sn_incident_write
A customer requests that when the Service Desk agent clicks on the indormation
icon for the Caller's name, the quick view frame shows only the following fields:
User name, Manager name, Email address, 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
a) update the sys_popup view for the user table
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 instruction. From the incident form, the agents would be able to
identify which articles are vissible 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
b) Search as User
Your customer is using the baseline create incident catalog item and would like to
add a few additional input fields. How should you update the catalog item?
a) Edit in Catalog Item Designer
b) Edit in Item Designer
c) Edit in Catalog Builder
d) Edit in Form Designer
c) Edit in Catalog Builder
