ServiceNow CIS-ITSM Exam Prep
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident. - answer TRUE
Common recurring Catalog Variables can be grouped and standardized using
_________ - answer Variable Sets
Which platform feature is used to track field value duration's, 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 primarily 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. -
answerTRUE
In which phase of the Incident Management life-cycle do Incidents typically get
escalated? - answerInvestigation and Diagnosis
Which of the following is NOT a consideration when determining the need for multiple
Service Catalogs? - answerSize of the company
In Change Management, the Risk Calculator is used to: - answerDetermine the Risk
and Impact of the Change based on Risk Conditions
Which of the following represents a benefit of implementing Knowledge Management? -
answerDeflecting the creation of Incidents so users may help themselves with common
issues
Problem Management Investigation and Diagnosis activities include __________ -
answerConduct a Root Cause Analysis
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? - answerNo 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, which of the following statements are true in a
baseline platform configuration? Select all that apply. - 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? - answersys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an
Incident when they are _________ - answerCaller, Opened By or on the Watch List
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? - answerCascade 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? - answerIf a Constant has been defined, such as
Incident.State.IN_PROGRESS, use the Constant
Which field on a Configuration Item record may be used to expedite Incident routing and
resolution? - answerSupport Group [support_group]
Which of the following describes the way Changes may be related to Incidents? -
answerIncidents may be caused by Changes. Investigation of Incidents may indicate
the need of a Change
Which of the following actions on the Incident table require the itil_admin role? -
answerDelete Incident
Which of the following statements reflects when the Actual Start and Actual End date
fields are populated on a Change Request? - answerActual start is set when the 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
- Close Notes
Which key performance indicators can be influenced by effective Problem
Management? Select all that apply. - answer- % of high priority Problems
- Average time to close a Problem
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident. - answer TRUE
Common recurring Catalog Variables can be grouped and standardized using
_________ - answer Variable Sets
Which platform feature is used to track field value duration's, 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 primarily 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. -
answerTRUE
In which phase of the Incident Management life-cycle do Incidents typically get
escalated? - answerInvestigation and Diagnosis
Which of the following is NOT a consideration when determining the need for multiple
Service Catalogs? - answerSize of the company
In Change Management, the Risk Calculator is used to: - answerDetermine the Risk
and Impact of the Change based on Risk Conditions
Which of the following represents a benefit of implementing Knowledge Management? -
answerDeflecting the creation of Incidents so users may help themselves with common
issues
Problem Management Investigation and Diagnosis activities include __________ -
answerConduct a Root Cause Analysis
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? - answerNo 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, which of the following statements are true in a
baseline platform configuration? Select all that apply. - 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? - answersys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an
Incident when they are _________ - answerCaller, Opened By or on the Watch List
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? - answerCascade 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? - answerIf a Constant has been defined, such as
Incident.State.IN_PROGRESS, use the Constant
Which field on a Configuration Item record may be used to expedite Incident routing and
resolution? - answerSupport Group [support_group]
Which of the following describes the way Changes may be related to Incidents? -
answerIncidents may be caused by Changes. Investigation of Incidents may indicate
the need of a Change
Which of the following actions on the Incident table require the itil_admin role? -
answerDelete Incident
Which of the following statements reflects when the Actual Start and Actual End date
fields are populated on a Change Request? - answerActual start is set when the 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
- Close Notes
Which key performance indicators can be influenced by effective Problem
Management? Select all that apply. - answer- % of high priority Problems
- Average time to close a Problem
