ServiceNow CIS-ITSM QUESTIONS WITH ANSWERS

ServiceNow CIS-ITSM QUESTIONS WITH
ANSWERS

True or False: Once an Incident is placed in a Resolved State, the Caller may no
longer re-open the Incident. - ....🔰VERIFIED ANSWERS.... ✔✔False: ESS
users have a Reopen Incident button on resolved Incidents.


Common recurring Catalog Variables can be grouped and standardized using -
....🔰VERIFIED ANSWERS.... ✔✔Variable Sets


Which platform feature is used to track field value durations, such as the
length of time an Incident spent in each State or the length of time an Incident
was assigned to each group? - ....🔰VERIFIED ANSWERS.... ✔✔Metric


_______________ is primarily focused on the details needed to manage and
operate hardware and software.




_______________ is primary focused on the financial aspects of hardware and
software. - ....🔰VERIFIED ANSWERS.... ✔✔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. - ....🔰VERIFIED ANSWERS.... ✔✔True

,In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - ....🔰VERIFIED ANSWERS.... ✔✔Investigation and Diagnosis


What are the considerations for determining the need for multiple Service
Catalogs - ....🔰VERIFIED ANSWERS.... ✔✔Services and types of services


Audience


Administration Delegation


In Change Management, the Risk Calculator is used to: - ....🔰VERIFIED
ANSWERS.... ✔✔Determine the Risk and Impact of the Change based on Risk
Conditions


What is a key benefit of implementing Knowledge Management? - ....🔰
VERIFIED ANSWERS.... ✔✔Deflecting the creation of Incidents so users may
help themselves with common issues


Problem Management Investigation and Diagnosis activities include
__________. - ....🔰VERIFIED ANSWERS.... ✔✔Conduct a Root Cause
Analysis


Create Problem Tasks


Document Root Cause and Workarounds

,Communicate Details about the Known Error (if appropriate).


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? - ....🔰VERIFIED ANSWERS.... ✔✔No
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, how does their name appear? -
....🔰VERIFIED ANSWERS.... ✔✔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 __________. - ....🔰
VERIFIED ANSWERS.... ✔✔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? -
....🔰VERIFIED ANSWERS.... ✔✔sys_popup


In the baseline platform configuration, a end-user with no assigned roles can
read an Incident when they are _________. - ....🔰VERIFIED ANSWERS....
✔✔The Caller


Opened by (Creator)

, On the WatchList


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? - ....🔰VERIFIED
ANSWERS.... ✔✔Cascade 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? - ....🔰VERIFIED ANSWERS....
✔✔Incident.State.CLOSED
Incident.State.IN_PROGRESS


Which field on a Configuration Item record may be used to expedite Incident
routing and resolution? - ....🔰VERIFIED ANSWERS.... ✔✔Support Group
[support_group]


Which of the following outlines the ways Changes may be related to Incidents?
- ....🔰VERIFIED ANSWERS.... ✔✔Incidents may be caused by Changes.
Investigation of Incidents may indicate the need of a Change


What actions on the Incident table require the itil_admin role? - ....🔰
VERIFIED ANSWERS.... ✔✔Delete Incident


(Maybe Close Incident, but you can close if it's 'your' incident, even if you
aren't an itil_admin.)