CIS-ITSM-Exam-12
Which statement is NOT true about reporting on catalog item variables?
(A. The Variables column can be added to list reports if variables are available for the
selected table/data source.
B. Reports can be stacked by variables from a selected catalog item.
C. Database views are required to report on catalog item variables.
D. Reports can be grouped by variables from a selected catalog item.) - answerAnswer:
C
Which of the following links can be used in order to customize the Caller sys_popup
view in the
incident form?
(A. https://<<your instance name>>.service-now.com/incident.do?
sysparm_view=sys_popup
B. https://<<your instance name>>.service-now.com/user.do?sysparm_view=sys_popup
C. https://<<your instance name>>.service-now.com/caller.do?
sysparm_view=sys_popup
D. https://<<your instance name>>.service-now.com/sys_user.do?
sysparm_view=sys_popup) - answerAnswer: D
How do you make an article visible in the featured content section?
(A. Add the article to the featured content related list in a knowledge base.
B. Select the Featured check box in the article.
C. Add a new record to the "Featured Content" table.
D. Add a new record to "Knowledge Base Featured" table.) - answerAnswer: A - Add
the article to the featured content related list in a knowledge base.
What is the module that is used to navigate to CI Relationships?
(A. CMDB > CI Relationships
B. Configuration > CI Relationships
C. Configuration > Relationships
D. None of the listed answers) - answerAnswer: D - None of the listed answers
Explanation
There is no table that links to the CI Relationship data. You can access the table directly
by typing "cmdb_rel_ci.list" in the filter navigator.
One of the following is NOT a valid option in the "Content type" field in the Content item
form.
(A. Internal Content
,B. KB Article
C. Catalog Content
D. External Content) - answerAnswer: A - Internal Content is NOT a valid option in the
"Content Type" field
Which of the following is NOT a consideration when determining the need for multiple
service catalogs?
(A. Services and Types of Service
B. Size of the company
C. Audience
D. Delegation of Catalog Administration) - answerAnswer: B - Size of the company is
NOT consideration when determining the need for multiple service catalogs.
What is the base table for CMDB?
(A. cmdb_ci
B. base_ci
C. cmdb
D. ci) - answerAnswer: C - cmdb
What is the intent of the Watch List in some notifications?
(A. To copy people on notifications sent to the assignee.
B. None of the listed answers.
C. To copy people on notifications sent to the assignment group.
D. To copy people on notifications sent to the caller.) - answerAnswer: D - To copy
people on notifications sent to the caller
Which of the following components can be turned on or off in the Service Catalog Cart
Layout?
(A. Calculate Shipping
B. Add to Wish List
C. Delete Item
D. Quantity) - answerAnswer: D - Quantity
Which table is used to store Known Error articles?
(A. kb_article
B. kb_knowledge
C. kb_knowledge_article
D. kb_template_known_error_article) - answerAnswer: D -
kb_template_known_error_article
What is the purpose of "reopen_count" field in incident table?
,(A. It stores the number of child incidents added to this incident.
B. It stores the number of times the incident state changed from "Closed" to "Open".
C. It stores the number of times the incident state changed from any state to "Open".
D. It stores the number of times the incident state changed from "Resolved" to "Open".)
- answerAnswer: D - It stores the number of times the incident state changed from
"Resolved" to "Open
Which of the following users has the permission to close an incident? (Choose two.)
(A. None of the listed answers
B. Itil Admin
C. Itil User
D. Incident Manager
E. Incident caller) - answerAnswer: B E, Itil Admin, Incident Caller
Explanation
Users with itil roles or incident manager don't have permission to close incidents.
Incidents can be closed by the user who opened them or by the itil admin.
Which of the following fields in the Choice form specifies the field for which this choice is
made?
(A. Dependent value
B. Element
C. Value
D. Field) - answerAnswer: B - Element
Explanation
The Element field in the Choice form is used to specify to which field in the original form
should this choice be added.
The itil user is permitted to read the CAB definitions.
(A. False
B. True) - answerAnswer: B - True
Which of the following variables is NOT supported within a multi-row variable set?
(A. Email
B. Wide Single Line Text
C. Multi Line Text
D. Label) - answerAnswer: D - Label
Which module to use in order to configure creating requests via email?
, (A. Request Management > Email > Inbound Action
B. Request Management > Inbound Action
C. System Policy > Inbound Actions
D. System Policy > Email > Inbound Actions) - answerAnswer: D - System Policy >
Email > Inbound Actions
Some Performance Analytics functionality for incident management is available in the
baseline instance but Performance Analytics Premium license should be purchased.
(A. True
B. False) - answerAnswer: B - False
Explanation
No additional license is needed for this performance analytics functionality.`
How to see which record producers and catalog items are using a certain variable set?
(A. In the variable set, check the "Record Producers" related list.
B. Check the Variable Sets Mapping table.
C. None of the listed answers.
D. In the variable set, check the "Included In" related list.) - answerAnswer: D - In the
variable set, check the "Included In" related list.
What will be the new state once you click on the "Confirm" button in the problem form?
(A. Closed
B. Resolved
C. Root Cause Analysis
D. Fix in Progress) - answerAnswer: C - Root Cause Analysis
Catalog item can appear only in one category.
(A. True
B. False) - answerAnswer: B - False
Explanation:
A catalog item can be associated with more than one category.
How many columns can a formatter contain in a variable set?
(A. 1
B. There is no upper limit to the number of columns a formatter can have.
C. 2
D. 3) - answerAnswer: C - 2
Which of the following is NOT a valid On Hold reason?
Which statement is NOT true about reporting on catalog item variables?
(A. The Variables column can be added to list reports if variables are available for the
selected table/data source.
B. Reports can be stacked by variables from a selected catalog item.
C. Database views are required to report on catalog item variables.
D. Reports can be grouped by variables from a selected catalog item.) - answerAnswer:
C
Which of the following links can be used in order to customize the Caller sys_popup
view in the
incident form?
(A. https://<<your instance name>>.service-now.com/incident.do?
sysparm_view=sys_popup
B. https://<<your instance name>>.service-now.com/user.do?sysparm_view=sys_popup
C. https://<<your instance name>>.service-now.com/caller.do?
sysparm_view=sys_popup
D. https://<<your instance name>>.service-now.com/sys_user.do?
sysparm_view=sys_popup) - answerAnswer: D
How do you make an article visible in the featured content section?
(A. Add the article to the featured content related list in a knowledge base.
B. Select the Featured check box in the article.
C. Add a new record to the "Featured Content" table.
D. Add a new record to "Knowledge Base Featured" table.) - answerAnswer: A - Add
the article to the featured content related list in a knowledge base.
What is the module that is used to navigate to CI Relationships?
(A. CMDB > CI Relationships
B. Configuration > CI Relationships
C. Configuration > Relationships
D. None of the listed answers) - answerAnswer: D - None of the listed answers
Explanation
There is no table that links to the CI Relationship data. You can access the table directly
by typing "cmdb_rel_ci.list" in the filter navigator.
One of the following is NOT a valid option in the "Content type" field in the Content item
form.
(A. Internal Content
,B. KB Article
C. Catalog Content
D. External Content) - answerAnswer: A - Internal Content is NOT a valid option in the
"Content Type" field
Which of the following is NOT a consideration when determining the need for multiple
service catalogs?
(A. Services and Types of Service
B. Size of the company
C. Audience
D. Delegation of Catalog Administration) - answerAnswer: B - Size of the company is
NOT consideration when determining the need for multiple service catalogs.
What is the base table for CMDB?
(A. cmdb_ci
B. base_ci
C. cmdb
D. ci) - answerAnswer: C - cmdb
What is the intent of the Watch List in some notifications?
(A. To copy people on notifications sent to the assignee.
B. None of the listed answers.
C. To copy people on notifications sent to the assignment group.
D. To copy people on notifications sent to the caller.) - answerAnswer: D - To copy
people on notifications sent to the caller
Which of the following components can be turned on or off in the Service Catalog Cart
Layout?
(A. Calculate Shipping
B. Add to Wish List
C. Delete Item
D. Quantity) - answerAnswer: D - Quantity
Which table is used to store Known Error articles?
(A. kb_article
B. kb_knowledge
C. kb_knowledge_article
D. kb_template_known_error_article) - answerAnswer: D -
kb_template_known_error_article
What is the purpose of "reopen_count" field in incident table?
,(A. It stores the number of child incidents added to this incident.
B. It stores the number of times the incident state changed from "Closed" to "Open".
C. It stores the number of times the incident state changed from any state to "Open".
D. It stores the number of times the incident state changed from "Resolved" to "Open".)
- answerAnswer: D - It stores the number of times the incident state changed from
"Resolved" to "Open
Which of the following users has the permission to close an incident? (Choose two.)
(A. None of the listed answers
B. Itil Admin
C. Itil User
D. Incident Manager
E. Incident caller) - answerAnswer: B E, Itil Admin, Incident Caller
Explanation
Users with itil roles or incident manager don't have permission to close incidents.
Incidents can be closed by the user who opened them or by the itil admin.
Which of the following fields in the Choice form specifies the field for which this choice is
made?
(A. Dependent value
B. Element
C. Value
D. Field) - answerAnswer: B - Element
Explanation
The Element field in the Choice form is used to specify to which field in the original form
should this choice be added.
The itil user is permitted to read the CAB definitions.
(A. False
B. True) - answerAnswer: B - True
Which of the following variables is NOT supported within a multi-row variable set?
(A. Email
B. Wide Single Line Text
C. Multi Line Text
D. Label) - answerAnswer: D - Label
Which module to use in order to configure creating requests via email?
, (A. Request Management > Email > Inbound Action
B. Request Management > Inbound Action
C. System Policy > Inbound Actions
D. System Policy > Email > Inbound Actions) - answerAnswer: D - System Policy >
Email > Inbound Actions
Some Performance Analytics functionality for incident management is available in the
baseline instance but Performance Analytics Premium license should be purchased.
(A. True
B. False) - answerAnswer: B - False
Explanation
No additional license is needed for this performance analytics functionality.`
How to see which record producers and catalog items are using a certain variable set?
(A. In the variable set, check the "Record Producers" related list.
B. Check the Variable Sets Mapping table.
C. None of the listed answers.
D. In the variable set, check the "Included In" related list.) - answerAnswer: D - In the
variable set, check the "Included In" related list.
What will be the new state once you click on the "Confirm" button in the problem form?
(A. Closed
B. Resolved
C. Root Cause Analysis
D. Fix in Progress) - answerAnswer: C - Root Cause Analysis
Catalog item can appear only in one category.
(A. True
B. False) - answerAnswer: B - False
Explanation:
A catalog item can be associated with more than one category.
How many columns can a formatter contain in a variable set?
(A. 1
B. There is no upper limit to the number of columns a formatter can have.
C. 2
D. 3) - answerAnswer: C - 2
Which of the following is NOT a valid On Hold reason?
