ServiceNow CIS-ITSM Test 1
Given the class structure shown below, which types of CIs will be included in a report
run against the cmdb_ci_computer table? – answer CIs defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the Assignment
group field of an incident record? - answer Support group
Which of the following are defined for a given change model? (Choose three.) - answer
State model, State transition conditions & State transitions
When is a change task for Post Implementation Review created for an unauthorized
change? - answerWhen the change request moves to a state of Review
Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes? - answerCI Class Manager
Which of the following cannot be defined or set through a Catalog UI Policy? -
answerApply a requirement to all form views & Setting a catalog category to visible
Which type of catalog item should be used to create an incident record from the portal?
- answerRecord Producer
Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.) - answersn_incident_read & sn_incident_write
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 has built a mature knowledge base, with articles targeted to internal
audiences -which are technical. Other articles are written for end users, with simple
instructions. From the Incident form, the agents would like to be able to identify which
articles are visible to the callers What feature would you use, to satisfy this
requirement? - answerSearch as User
,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
Your customer is complaining that Service Desk users keep accidentally assigning
Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this
issue? - answerAdd Dictionary Override to specify the Incident group Reference
Qualifier
Which Agent workspace feature gives agents automatic search results that show
possible solutions for records they open? - answerAgent Assist
Which capability provides visibility to data joined between multiple tables? -
answerDatabase Views
What tools are available to the assignee to help resolve an Incident? (Choose two.) -
answer
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number? - answerNew incident created from the message
Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record? - answerThe workaround is helpful information for the Callers
on the Problem's related Incidents (open
The workaround is helpful information for the members of the Problem's Work notes list
Which interface is designed for tier 1 IT agents who solve internal or external customer
issues? - answerIT Service Management Workspace (Agent Workspace)
When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.) -
answerKnowledge
Problems
Changes
Cases
, Incidents
Which module is a useful starting point for a manager to view current state operational
information for Incident management? - answerIncident > Overview
The Problem table is extended from what table? - answerTask
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.
Which module could they use to make this change? - answerProblem > Administration »
Problem Properties
Your Problem Manager has a structured problem management process, which includes
a final review of the solution implemented and of the data regarding incident reduction.
When a problem is resolved, after implementing a fix, they want the Post Fix Review
task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement? - answerFlow Designer
Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.) - answerRe-use existing categories from
incident management
Define categories based on the customer's CMDB classes
When a user clicks on the Communicate fix UI action on the Problem form, what
happens? - answerFix is written to the Work notes field on any Incident associated with
the problem, which is Active
Users with which role can Communicate a workaround or fix? (Choose two.) -
answerproblem_coordinator
problem_admin
When a user clicks on the Communicate workaround UI action on the Problem form,
what happens? - answerWorkaround is written to the Comments field on any open
Incident associated with the problem
Workaround is written to the Work notes field on any open Incident associated with the
problem
A tester wants to submit a bug report, because they are not able to see the
Communicate Fix link under the Related Links on the Problem form.What do you
Given the class structure shown below, which types of CIs will be included in a report
run against the cmdb_ci_computer table? – answer CIs defined directly in
cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the Assignment
group field of an incident record? - answer Support group
Which of the following are defined for a given change model? (Choose three.) - answer
State model, State transition conditions & State transitions
When is a change task for Post Implementation Review created for an unauthorized
change? - answerWhen the change request moves to a state of Review
Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes? - answerCI Class Manager
Which of the following cannot be defined or set through a Catalog UI Policy? -
answerApply a requirement to all form views & Setting a catalog category to visible
Which type of catalog item should be used to create an incident record from the portal?
- answerRecord Producer
Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.) - answersn_incident_read & sn_incident_write
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 has built a mature knowledge base, with articles targeted to internal
audiences -which are technical. Other articles are written for end users, with simple
instructions. From the Incident form, the agents would like to be able to identify which
articles are visible to the callers What feature would you use, to satisfy this
requirement? - answerSearch as User
,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
Your customer is complaining that Service Desk users keep accidentally assigning
Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this
issue? - answerAdd Dictionary Override to specify the Incident group Reference
Qualifier
Which Agent workspace feature gives agents automatic search results that show
possible solutions for records they open? - answerAgent Assist
Which capability provides visibility to data joined between multiple tables? -
answerDatabase Views
What tools are available to the assignee to help resolve an Incident? (Choose two.) -
answer
When using Inbound Email Actions, what happens if an email is received which has no
watermark or reference number? - answerNew incident created from the message
Under what circumstances, should you use the Communicate workaround Related Link
on the Problem record? - answerThe workaround is helpful information for the Callers
on the Problem's related Incidents (open
The workaround is helpful information for the members of the Problem's Work notes list
Which interface is designed for tier 1 IT agents who solve internal or external customer
issues? - answerIT Service Management Workspace (Agent Workspace)
When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.) -
answerKnowledge
Problems
Changes
Cases
, Incidents
Which module is a useful starting point for a manager to view current state operational
information for Incident management? - answerIncident > Overview
The Problem table is extended from what table? - answerTask
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a
Completed Problem.
Which module could they use to make this change? - answerProblem > Administration »
Problem Properties
Your Problem Manager has a structured problem management process, which includes
a final review of the solution implemented and of the data regarding incident reduction.
When a problem is resolved, after implementing a fix, they want the Post Fix Review
task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement? - answerFlow Designer
Your customer needs help defining Category values for the Problem records. What
approach should you suggest? (Choose two.) - answerRe-use existing categories from
incident management
Define categories based on the customer's CMDB classes
When a user clicks on the Communicate fix UI action on the Problem form, what
happens? - answerFix is written to the Work notes field on any Incident associated with
the problem, which is Active
Users with which role can Communicate a workaround or fix? (Choose two.) -
answerproblem_coordinator
problem_admin
When a user clicks on the Communicate workaround UI action on the Problem form,
what happens? - answerWorkaround is written to the Comments field on any open
Incident associated with the problem
Workaround is written to the Work notes field on any open Incident associated with the
problem
A tester wants to submit a bug report, because they are not able to see the
Communicate Fix link under the Related Links on the Problem form.What do you
