ServiceNow CIS ITSM
What type of Service Catalog is used to create an incident or raise and HR case? -
answer Record Producer
[A record Producer is used to create an incident or raise an HR case. Especially from
the Service Portal.]
Which of the following are checked for conflict detection in change requests? (3) -
answer Conflict with changes to parent and child CIs
Not executing during a blackout time period
Conflicts for all affected CIs
What state does the problem record return to when you click 'Re-Analyze'? - answer
Root Cause Analysis
[A problem record returns to the 'Root Cause Analysis' state when you click
Which variable types is supported in a multi-row variable set? - answerList Collector
[A list collector could be used to select multiple values for a question.
What tool or feature is used in a change request to view and avoid (resolve) the
conflicts? - answerScheduling Assistant
[If at least one conflict is detected, click the Scheduling Assistant link to view and avoid
resolve the conflict.
The scheduling assistant dialogue box displays the next available times to choose to
resolve a conflict.]
What are the advantages of an incident ticketing integration between a ServiceNow
instance and a third party system? - answer1) Synchronized system that allows
notifications to be triggered.
2) Tracking ticket activity for accurate reporting.
3) Transforming data for more uniform processing.
[ An incident ticketing integration exchanges ticket data between your SNow instance
and a third-party system. ADVANTAGES include:
, 1) Establish a ticket number that provides a unique key between systems.
2) Synchronizes the system so that notifications are triggered.
3) Transforming data to more uniform processing.
4) Trac king ticket activity for accurate reporting.
What are the responsibilities of the Incident Management Team? - answerThe Primary
goal of the Incident Management team is to restore normal service operation as quickly
as possible.
This requires swiftly escalating to the right subject matter experts who can rapidly
diagnose the cause and quickly implement a resolution.
What record is raised when there is a significant disruption to the business and
demands a response beyond the routine incident management process? - answerMajor
Incident
A MI is an incident that results in significant disruption to the business and demands a
response beyond the routine incident management process.
MI have a higher urgency and a higher impact on the business and require a separate
procedure that accelerates the resolution process to restore service as quickly as
possible.
What editor is used by knowledge authors to apply predefined formats, code snippets,
table of contents, and find or replace text for a knowledge article? - answerHTML
You can improve the readability and usefulness of knowledge articles by formatting the
article text using the HTML editor.
The HTML editor available in knowledge articles uses built in TinyMCE editor.
What steps should be taken during Create and Asses stage in the Problem
Management Lifecycle? - answerThe Problem Management Lifecycle includes the
following steps:
1) Assign a problem group
2) Check for duplicates.
3) Associate incidents
4) Flag major problems if possible. Communicate fix happens at a later stage.
What are two options to define the fulfillment process for the service catalog? -
answerFlow and Workflow are the two options that define the fulfillment process for a
service catalog item.
What type of Service Catalog is used to create an incident or raise and HR case? -
answer Record Producer
[A record Producer is used to create an incident or raise an HR case. Especially from
the Service Portal.]
Which of the following are checked for conflict detection in change requests? (3) -
answer Conflict with changes to parent and child CIs
Not executing during a blackout time period
Conflicts for all affected CIs
What state does the problem record return to when you click 'Re-Analyze'? - answer
Root Cause Analysis
[A problem record returns to the 'Root Cause Analysis' state when you click
Which variable types is supported in a multi-row variable set? - answerList Collector
[A list collector could be used to select multiple values for a question.
What tool or feature is used in a change request to view and avoid (resolve) the
conflicts? - answerScheduling Assistant
[If at least one conflict is detected, click the Scheduling Assistant link to view and avoid
resolve the conflict.
The scheduling assistant dialogue box displays the next available times to choose to
resolve a conflict.]
What are the advantages of an incident ticketing integration between a ServiceNow
instance and a third party system? - answer1) Synchronized system that allows
notifications to be triggered.
2) Tracking ticket activity for accurate reporting.
3) Transforming data for more uniform processing.
[ An incident ticketing integration exchanges ticket data between your SNow instance
and a third-party system. ADVANTAGES include:
, 1) Establish a ticket number that provides a unique key between systems.
2) Synchronizes the system so that notifications are triggered.
3) Transforming data to more uniform processing.
4) Trac king ticket activity for accurate reporting.
What are the responsibilities of the Incident Management Team? - answerThe Primary
goal of the Incident Management team is to restore normal service operation as quickly
as possible.
This requires swiftly escalating to the right subject matter experts who can rapidly
diagnose the cause and quickly implement a resolution.
What record is raised when there is a significant disruption to the business and
demands a response beyond the routine incident management process? - answerMajor
Incident
A MI is an incident that results in significant disruption to the business and demands a
response beyond the routine incident management process.
MI have a higher urgency and a higher impact on the business and require a separate
procedure that accelerates the resolution process to restore service as quickly as
possible.
What editor is used by knowledge authors to apply predefined formats, code snippets,
table of contents, and find or replace text for a knowledge article? - answerHTML
You can improve the readability and usefulness of knowledge articles by formatting the
article text using the HTML editor.
The HTML editor available in knowledge articles uses built in TinyMCE editor.
What steps should be taken during Create and Asses stage in the Problem
Management Lifecycle? - answerThe Problem Management Lifecycle includes the
following steps:
1) Assign a problem group
2) Check for duplicates.
3) Associate incidents
4) Flag major problems if possible. Communicate fix happens at a later stage.
What are two options to define the fulfillment process for the service catalog? -
answerFlow and Workflow are the two options that define the fulfillment process for a
service catalog item.
