CIS-ITSM Service Catalog Request
Management
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 - answer Setting a catalog category to visible
Which type of catalog item should be used to create an incident record from the portal?
- answer Record Producer
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? - answerUpdate the sys_popup view for
the user table
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? - answerEdit in
Catalog Builder
In the ServiceNow native platform, the service catalog can be accessed via the Self-
Service > Service Catalog module. Your customer wants to make modifications to this
home page, to add, remove and re-arrange the categories. Users with what roles can
make these edits? (Choose two) - answercatalog_admin
admin
What would you use to create a New Hire Employee request which would allow you to
order your workstation and company mobile? - answerOrder Guide
Which tool allows process owners to use natural language to automate approvals,
tasks, notifications and other records operations with little to no code? - answerFlow
Designer
, What process is responsible for defining and managing the lifecycle of all catalog items,
by production and maintaining the services in the catalog and ensuring that a central,
accurate, and consistent source of data is provided? - answerService catalog
management
Your customer need different catalogs for:
Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services
When these catalogs are created, in which table would the definition be stored? -
answerCatalog [sc_catalog]
When creating a catalog, which field specifies who can edit, update, and delete catalog,
categories, and catalog items? - answerManager
Which type of catalog item may be found in a Service Catalog? - answerRecord
Producers
Which of the following are users able to do when configuring stages in Flow Designer?
(Choose two) - answerCreate any number of stages
Import a copy of a pre-defined stage set
When creating a catalog, which field specifies who is able to create, modify, and publish
items in the catalog? - answerEditors
When defining catalog categories and subcategories, what are some good practices to
follow? (Choose two). - answerKeep the number of top-level categories to 8-10
Do not go deep with subcategories: go only 1-2 levels deep
In request fulfillment, approvals can be required before a request can be fulfilled. Your
customer is worried about requests getting stuck in the process flow, if the approver is
an extended absence from the office.
What can you suggest to alleviate this concern? (Choose two) - answerThe approver
can use the Delegate module to assign a person to approve on their behalf, while they
are away from the office
The approval can be defined as a group approval, where any member of the group can
approve.
Released in Quebec, what tool enbles you to delegate the creation and maintenenace
of common and simple use case Catalog Items to business users? - answerCatalog
Builder
Request fulfillment relies on three record types, Requests, Requested Items, and
Catalog Tasks. The lifecycle status of these records is reflected in a combination of
state and stage fields. Which status field is set by the flow? - answerStage on
Requested item
Management
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 - answer Setting a catalog category to visible
Which type of catalog item should be used to create an incident record from the portal?
- answer Record Producer
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? - answerUpdate the sys_popup view for
the user table
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? - answerEdit in
Catalog Builder
In the ServiceNow native platform, the service catalog can be accessed via the Self-
Service > Service Catalog module. Your customer wants to make modifications to this
home page, to add, remove and re-arrange the categories. Users with what roles can
make these edits? (Choose two) - answercatalog_admin
admin
What would you use to create a New Hire Employee request which would allow you to
order your workstation and company mobile? - answerOrder Guide
Which tool allows process owners to use natural language to automate approvals,
tasks, notifications and other records operations with little to no code? - answerFlow
Designer
, What process is responsible for defining and managing the lifecycle of all catalog items,
by production and maintaining the services in the catalog and ensuring that a central,
accurate, and consistent source of data is provided? - answerService catalog
management
Your customer need different catalogs for:
Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services
When these catalogs are created, in which table would the definition be stored? -
answerCatalog [sc_catalog]
When creating a catalog, which field specifies who can edit, update, and delete catalog,
categories, and catalog items? - answerManager
Which type of catalog item may be found in a Service Catalog? - answerRecord
Producers
Which of the following are users able to do when configuring stages in Flow Designer?
(Choose two) - answerCreate any number of stages
Import a copy of a pre-defined stage set
When creating a catalog, which field specifies who is able to create, modify, and publish
items in the catalog? - answerEditors
When defining catalog categories and subcategories, what are some good practices to
follow? (Choose two). - answerKeep the number of top-level categories to 8-10
Do not go deep with subcategories: go only 1-2 levels deep
In request fulfillment, approvals can be required before a request can be fulfilled. Your
customer is worried about requests getting stuck in the process flow, if the approver is
an extended absence from the office.
What can you suggest to alleviate this concern? (Choose two) - answerThe approver
can use the Delegate module to assign a person to approve on their behalf, while they
are away from the office
The approval can be defined as a group approval, where any member of the group can
approve.
Released in Quebec, what tool enbles you to delegate the creation and maintenenace
of common and simple use case Catalog Items to business users? - answerCatalog
Builder
Request fulfillment relies on three record types, Requests, Requested Items, and
Catalog Tasks. The lifecycle status of these records is reflected in a combination of
state and stage fields. Which status field is set by the flow? - answerStage on
Requested item
