SERVICENOW CIS-ITSM EXAM QUESTIONS
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 - Answers - Support Group
-Added all options noted as fields to CI record via form designer
-Applied different assignment groups to noted fields
-Tested by creating a new incident, populated the CI field, then saved the record
-Once record refreshed, assignment group field populated by Support group in original
CI record
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 - Answers - State Model
State transition conditions
State transitions
check pg. 237 of the ITSM implementation guide to confirm
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 - Answers - When the change
request moves to a state of Review
check pg. 269 of ITSM implementation guide to confirm
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 - Answers - CI Class Manager
check pg. 41 of ITSM implementation guide
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 - Answers - Apply a requirement to all form views
Check pg. 151 of ITSM implementation guide to confirm items that can be defined
through catalog UI policies
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 - Answers - Record producer
Check pg. 133 of ITSM implementation guide to confirm
Which incident management roles are activated by installing the ITSM Roles plugin?
(choose two)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write - Answers - sn_incident_read
sn_incident_write
Check under "ITSM Roles - Incident Management" portion of this article to confirm
https://docs.servicenow.com/bundle/vancouver-it-service-
management/page/product/incident-management/task/req-itsm-roles-inci-mgmt.html
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: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
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 - Answers - Support Group
-Added all options noted as fields to CI record via form designer
-Applied different assignment groups to noted fields
-Tested by creating a new incident, populated the CI field, then saved the record
-Once record refreshed, assignment group field populated by Support group in original
CI record
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 - Answers - State Model
State transition conditions
State transitions
check pg. 237 of the ITSM implementation guide to confirm
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 - Answers - When the change
request moves to a state of Review
check pg. 269 of ITSM implementation guide to confirm
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 - Answers - CI Class Manager
check pg. 41 of ITSM implementation guide
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 - Answers - Apply a requirement to all form views
Check pg. 151 of ITSM implementation guide to confirm items that can be defined
through catalog UI policies
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 - Answers - Record producer
Check pg. 133 of ITSM implementation guide to confirm
Which incident management roles are activated by installing the ITSM Roles plugin?
(choose two)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write - Answers - sn_incident_read
sn_incident_write
Check under "ITSM Roles - Incident Management" portion of this article to confirm
https://docs.servicenow.com/bundle/vancouver-it-service-
management/page/product/incident-management/task/req-itsm-roles-inci-mgmt.html
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: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
