ServiceNow CIS-ITSM Questions and Answers Already Passed

ServiceNow CIS-ITSM Questions and Answers Already Passed Config Management - Ways to create CI Manually, Import external data, Use ITOM Discovery What are the baseline problems states? New Assess Root Cause Analysis Fix in Progress Resolved Closed Request Fulfillment Life-cycle (4) Submission, Approval, Fulfillment, Closure Change Life-cycle (4) Creation & Scope, Approval Implementation, Closure Incident lifecycle (4) Creation & Classification, Investigation & Diagnosis, Resolution, Closure Incident - Which fields are copied from parent to child incidents (4) State, Closed notes, Comments, Work Notes What are the methods to initiate a Request? Service Portal, Service Catalog Application, Incident Record, Email, Service Desk What are the possible ways have a request approved? Individual User, by approval group, at REQ level, at RITM level. What are the 4 closure status for a catalog request? Closed Complete, Closed incomplete, Closed Rejected, Closed Cancelled What are the 3 phases of the problem life-cycle? Detection & logging, Investigation & Diagnosis, Resolution & Closure. What are the activities in the Detect & Logging phase for a problem? Detect Problem proactively or re-actively, Create record, Prioritise & categorise, Assign the investigation What are the activities in the Investigate & Diagnose phase of a problem? Conduct RCA, Create tasks, Document RC / Workaround, Communicate known error. What are the activities in the Resolution & Closure phase of a problem? Confirm workaround, Implement Change to remove Root Cause, Update known error article, Update & close Problem record What can be the reasons for using a workaround for a problem instead of a permanent resolution? Temp solution is necessary to reduce/Eliminate impact while a full resolution not available yet. What are the related links in the baseline instance? Communicate Workaround Post Knowledge Post News What are the problem closure states in the baseline image? Pending Change Close/Resolved What are the stages for a change request in the baseline instance? New Assess Authorize Scheduled Implement Review Closed Canceled What are the phases of the Knowledge Management life-cycle Draft Review Publish Retire What are the possible methods to create a knowledge article? Manual using the 'Create new' module From an existing record, e.g. Incident, Problem, Case (CSM) Importing from Word Document