ServiceNow CIS-ITSM Prep Exam
Questions With Complete Solutions.
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident. - Answer False: ESS users have a Reopen Incident button on resolved Incidents.
Common recurring Catalog Variables can be grouped and standardized using - Answer Variable Sets
Which platform feature is used to track field value durations, such as the length of time an Incident spent
in each State or the length of time an Incident was assigned to each group? - Answer Metric
_______________ is primarily focused on the details needed to manage and operate hardware and
software.
_______________ is primary focused on the financial aspects of hardware and software. - Answer
Configuration Management
Asset Management
True or False: In the baseline configuration, Service Level Agreements use percentages of SLA Duration to
determine when to send Breach Warnings and Breach Notice notifications. - Answer True
In which phase of the Incident Management lifecycle do Incidents typically get escalated? - Answer
Investigation and Diagnosis
What are the considerations for determining the need for multiple Service Catalogs - Answer Services
and types of services
Audience
Administration Delegation
In Change Management, the Risk Calculator is used to: - Answer Determine the Risk and Impact of the
Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - Answer Deflecting the creation of
Incidents so users may help themselves with common issues
Problem Management Investigation and Diagnosis activities include __________. - Answer Conduct a
Root Cause Analysis
,Create Problem Tasks
Document Root Cause and Workarounds
Communicate Details about the Known Error (if appropriate).
A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the
following represents corresponding updates made automatically to child Incidents? - Answer No
automatic updates are made to child Incidents
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the
Caller on an Incident, how does their name appear? - Answer The user's name is shown in red in the
Caller field
A 'VIP' decoration is displayed next to the Caller field
Best Practices for using Service Catalog Categories include __________. - Answer Organize Categories
in a way that your audience will understand
What is the name of the view that can be configured to control the fields displayed when a user hovers
over the reference icon next to a reference field? - Answer sys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they
are _________. - Answer The Caller
Opened by (Creator)
On the WatchList
An Order Guide can include multiple Items. Items have common variables, such as Shipping Location,
and Requester. Which field on the Order Guide, when set to true, automatically copies the common
variable values to corresponding variables on each included Item? - Answer Cascade Variables
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? - Answer
Incident.State.CLOSED
Incident.State.IN_PROGRESS
Which field on a Configuration Item record may be used to expedite Incident routing and resolution? -
Answer Support Group [support_group]
,Which of the following outlines the ways Changes may be related to Incidents? - Answer Incidents may
be caused by Changes. Investigation of Incidents may indicate the need of a Change
What actions on the Incident table require the itil_admin role? - Answer Delete Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an itil_admin.)
Which of the following statements reflects when the Actual Start and Actual End date fields are
populated on a Change Request?
Actual start is set when the __________.
Actual End is set when the _________. - Answer State changes to Implement. Actual End is set when
the State changes to Review
In the baseline platform configuration, which of these are required when closing a Normal Change?
Select all that apply. - Answer Close Code (Successful, Unsuccessful, Successful With Issues)
Close Notes
Which key performance indicators can be influenced by effective Problem Management? - Answer % of
high priority Problems
Average time to close a Problem
(I think you could make a good case for number of incidents, and number of emergency changes going
down because of problem management...)
The _____ is an ITIL term that refers to the cause of one or more Incidents that is typically unknown at
the time of detection. - Answer Problem
True or False: In the baseline configuration, ONLY Emergency Changes require a Post-Implementation
Review (PIR). - Answer False
There are no functionality or fields in baseline.
The Change Management lifecycle steps, in order, include: - Answer Creation & Scoping
Approval
Implementation
Closure
, When the Change Management - Risk Assessment plugin is enabled, how is the Risk of a Change Request
set? - Answer Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk
Assessment
On the Change Record form, the Process Flow Formatter is used to __________. - Answer Visually
depict the Change Workflow
Which of the following features are available through the Change Management - CAB Workbench
application? Select all that apply. - Answer Invite delegates to CAB meetings to discuss specific
Changes,
Determine CAB agenda with a specified amount of time allocated to each Change
??
True or False: Change Management uses the workflow engine by default to facilitate approvals and
processing for each type of Change, including Emergency, Normal, and Standard. - Answer True
True or False: In the baseline platform configuration, when a Knowledge Article is flagged by a user as
being incomplete or incorrect, a notification is sent to the Knowledge Base Owner. - Answer False
Knowledge Ratings are stored in the _________ table. - Answer Knowledge Feedback [kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - Answer Link to a Knowledge Base
Article
Link to Catalog Content
Link for a Module
External Content
Does NOT include cross-references to Catalog Content.
What triggers the re-open count field value on an incident to be incremented? - Answer State changes
from Resolved to Open
When does a State of On Hold pause an SLA? - Answer Depends upon the SLA conditions
(Often they are: Awaiting Vendor or Awaiting Caller)
What is the Incident management Lifecycle? - Answer Creation & Classification
Investigation & Diagnosis
Resolution & Closure
(Approval and Fulfillment are not part of that)
(I confirmed this. It's classification not categorization...)
Questions With Complete Solutions.
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident. - Answer False: ESS users have a Reopen Incident button on resolved Incidents.
Common recurring Catalog Variables can be grouped and standardized using - Answer Variable Sets
Which platform feature is used to track field value durations, such as the length of time an Incident spent
in each State or the length of time an Incident was assigned to each group? - Answer Metric
_______________ is primarily focused on the details needed to manage and operate hardware and
software.
_______________ is primary focused on the financial aspects of hardware and software. - Answer
Configuration Management
Asset Management
True or False: In the baseline configuration, Service Level Agreements use percentages of SLA Duration to
determine when to send Breach Warnings and Breach Notice notifications. - Answer True
In which phase of the Incident Management lifecycle do Incidents typically get escalated? - Answer
Investigation and Diagnosis
What are the considerations for determining the need for multiple Service Catalogs - Answer Services
and types of services
Audience
Administration Delegation
In Change Management, the Risk Calculator is used to: - Answer Determine the Risk and Impact of the
Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - Answer Deflecting the creation of
Incidents so users may help themselves with common issues
Problem Management Investigation and Diagnosis activities include __________. - Answer Conduct a
Root Cause Analysis
,Create Problem Tasks
Document Root Cause and Workarounds
Communicate Details about the Known Error (if appropriate).
A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the
following represents corresponding updates made automatically to child Incidents? - Answer No
automatic updates are made to child Incidents
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the
Caller on an Incident, how does their name appear? - Answer The user's name is shown in red in the
Caller field
A 'VIP' decoration is displayed next to the Caller field
Best Practices for using Service Catalog Categories include __________. - Answer Organize Categories
in a way that your audience will understand
What is the name of the view that can be configured to control the fields displayed when a user hovers
over the reference icon next to a reference field? - Answer sys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an Incident when they
are _________. - Answer The Caller
Opened by (Creator)
On the WatchList
An Order Guide can include multiple Items. Items have common variables, such as Shipping Location,
and Requester. Which field on the Order Guide, when set to true, automatically copies the common
variable values to corresponding variables on each included Item? - Answer Cascade Variables
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? - Answer
Incident.State.CLOSED
Incident.State.IN_PROGRESS
Which field on a Configuration Item record may be used to expedite Incident routing and resolution? -
Answer Support Group [support_group]
,Which of the following outlines the ways Changes may be related to Incidents? - Answer Incidents may
be caused by Changes. Investigation of Incidents may indicate the need of a Change
What actions on the Incident table require the itil_admin role? - Answer Delete Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an itil_admin.)
Which of the following statements reflects when the Actual Start and Actual End date fields are
populated on a Change Request?
Actual start is set when the __________.
Actual End is set when the _________. - Answer State changes to Implement. Actual End is set when
the State changes to Review
In the baseline platform configuration, which of these are required when closing a Normal Change?
Select all that apply. - Answer Close Code (Successful, Unsuccessful, Successful With Issues)
Close Notes
Which key performance indicators can be influenced by effective Problem Management? - Answer % of
high priority Problems
Average time to close a Problem
(I think you could make a good case for number of incidents, and number of emergency changes going
down because of problem management...)
The _____ is an ITIL term that refers to the cause of one or more Incidents that is typically unknown at
the time of detection. - Answer Problem
True or False: In the baseline configuration, ONLY Emergency Changes require a Post-Implementation
Review (PIR). - Answer False
There are no functionality or fields in baseline.
The Change Management lifecycle steps, in order, include: - Answer Creation & Scoping
Approval
Implementation
Closure
, When the Change Management - Risk Assessment plugin is enabled, how is the Risk of a Change Request
set? - Answer Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk
Assessment
On the Change Record form, the Process Flow Formatter is used to __________. - Answer Visually
depict the Change Workflow
Which of the following features are available through the Change Management - CAB Workbench
application? Select all that apply. - Answer Invite delegates to CAB meetings to discuss specific
Changes,
Determine CAB agenda with a specified amount of time allocated to each Change
??
True or False: Change Management uses the workflow engine by default to facilitate approvals and
processing for each type of Change, including Emergency, Normal, and Standard. - Answer True
True or False: In the baseline platform configuration, when a Knowledge Article is flagged by a user as
being incomplete or incorrect, a notification is sent to the Knowledge Base Owner. - Answer False
Knowledge Ratings are stored in the _________ table. - Answer Knowledge Feedback [kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - Answer Link to a Knowledge Base
Article
Link to Catalog Content
Link for a Module
External Content
Does NOT include cross-references to Catalog Content.
What triggers the re-open count field value on an incident to be incremented? - Answer State changes
from Resolved to Open
When does a State of On Hold pause an SLA? - Answer Depends upon the SLA conditions
(Often they are: Awaiting Vendor or Awaiting Caller)
What is the Incident management Lifecycle? - Answer Creation & Classification
Investigation & Diagnosis
Resolution & Closure
(Approval and Fulfillment are not part of that)
(I confirmed this. It's classification not categorization...)
