CIS - ITSM(Quebec)
What are the available knowledge article types - answer Wiki, HTML
If a change is rejected, what state would the change request be updated to? - answer
New
What model/standard across applications helps track life cycle stages and stage
statuses for CIs effectively? - answer Common Service Data Model
What is a known error? - answer Problem that has a documented root cause and
workaround
What records cannot be created from the Major incident Workbench? - answer
Problems
What are the goals of incident management? Select all that apply:
Ensure that the best possible levels of service quality and availability are maintained
Implement permanent solutions or sufficient workaround
Restore a normal service operation as quickly as possible
Classify incidents as you record them - answerEnsure that the best possible levels of
service quality and availability are maintained
Restore a normal service operation as quickly as possible
Classify incidents as you record them
Minimum role required to access and confirm a Problem? - answerProblem Coordinator
Which of the following statements are true about knowledge article authoring in
Microsoft Word? Select 3 Answers from the below options.
The text size of a knowledge article created in Word must be less than 1 MB.
You can author and access knowledge articles in Microsoft Word by deploying the
Knowledge Management - Add-in for Microsoft Word.
It is only supported in the Word Online application and not in the Word Desktop app.
,Headers and footers corresponding to pages in the Word document do not show in the
knowledge article. - answer1,2 and 3
What role is required to create record producers which can be used to create incidents?
- answerCatalog_admin
What can you use to drive priority, assignments, and approvals for all ITSM processes?
- answerCI Meta Data
What are the different stages in the Problem management lifecycle? - answerCreate
and Assess (create, prioritize, assign for analysis)
Perform Root Cause analysis (create tasks, known error articles)
Apply Fix or Accept Risk
Resolve and Close (confirm workaround or resolve, update articles)
Incident Management Lifecycle - answerCreation and Classification
Investigation and Diagnosis
Resolution and Closure
What is a Content Item used for? - answerIt is used to view company policies.
Which field becomes mandatory when you click on the Resolve button or update the
state to Resolved on a PROBLEM record? - answerFix Notes
Types of Change Tasks? - answerPlanning
Implementation
Testing
Review
What are the ways of creating a Major Incident? - answerpropose/promote from an
existing incident
Create Major Incident Candidate module
trigger rules
What are the OOB release phase options on a release record? - answerRequirement
Gathering,
Design,
Development,
Build,
Deployment,
QA,
User Acceptance.
How does Priority help agents with Incident Resolution? - answerHow quickly Service
Desk must address the issue
Sequence of the Incident's resolution
, The time available from the SLA for the response and resolution.
Which of the following is NOT a way to create a Change Request?
Configuration Management
Project Management
Service Catalogue
Problem Management - answerProject Management
What table do you need to update to view the callers with VIP status on the incident
records list view and the incident form? - answersys_user - set the VIP field to true
Which of the following statement is true regarding risk calculation and assessment on
change requests?
After you run a risk assessment, you can rerun the assessment multiple times before
you request approval.
When the automatic risk calculation runs, the risk and impact values can change.
ServiceNow change application automatically calculates the risk and impact of the
change from predefined risk conditions.
When a risk calculator and risk assessment are used to determine the risk, the lower
risk value is selected. - answer1,2,3
When creating child Incidents, from which related fields can these new incidents inherit
values and how do you set them? - answerService Offerings
Business Applications
Navigate to Incident Properties > Copy Incident and Create Child Incident Properties >
List Of Attributes(coma-separated) from SO or BA.
What item in the Knowledge Management Service Portal displays articles with the
highest percentage of users marking them helpful? - answerMost Useful
What are the close codes for a change request? - answerSuccessful
Unsuccessful
Successful with issues
What are the stages of the Change Management cycle? - answerCreation and Scope
Approval
What are the available knowledge article types - answer Wiki, HTML
If a change is rejected, what state would the change request be updated to? - answer
New
What model/standard across applications helps track life cycle stages and stage
statuses for CIs effectively? - answer Common Service Data Model
What is a known error? - answer Problem that has a documented root cause and
workaround
What records cannot be created from the Major incident Workbench? - answer
Problems
What are the goals of incident management? Select all that apply:
Ensure that the best possible levels of service quality and availability are maintained
Implement permanent solutions or sufficient workaround
Restore a normal service operation as quickly as possible
Classify incidents as you record them - answerEnsure that the best possible levels of
service quality and availability are maintained
Restore a normal service operation as quickly as possible
Classify incidents as you record them
Minimum role required to access and confirm a Problem? - answerProblem Coordinator
Which of the following statements are true about knowledge article authoring in
Microsoft Word? Select 3 Answers from the below options.
The text size of a knowledge article created in Word must be less than 1 MB.
You can author and access knowledge articles in Microsoft Word by deploying the
Knowledge Management - Add-in for Microsoft Word.
It is only supported in the Word Online application and not in the Word Desktop app.
,Headers and footers corresponding to pages in the Word document do not show in the
knowledge article. - answer1,2 and 3
What role is required to create record producers which can be used to create incidents?
- answerCatalog_admin
What can you use to drive priority, assignments, and approvals for all ITSM processes?
- answerCI Meta Data
What are the different stages in the Problem management lifecycle? - answerCreate
and Assess (create, prioritize, assign for analysis)
Perform Root Cause analysis (create tasks, known error articles)
Apply Fix or Accept Risk
Resolve and Close (confirm workaround or resolve, update articles)
Incident Management Lifecycle - answerCreation and Classification
Investigation and Diagnosis
Resolution and Closure
What is a Content Item used for? - answerIt is used to view company policies.
Which field becomes mandatory when you click on the Resolve button or update the
state to Resolved on a PROBLEM record? - answerFix Notes
Types of Change Tasks? - answerPlanning
Implementation
Testing
Review
What are the ways of creating a Major Incident? - answerpropose/promote from an
existing incident
Create Major Incident Candidate module
trigger rules
What are the OOB release phase options on a release record? - answerRequirement
Gathering,
Design,
Development,
Build,
Deployment,
QA,
User Acceptance.
How does Priority help agents with Incident Resolution? - answerHow quickly Service
Desk must address the issue
Sequence of the Incident's resolution
, The time available from the SLA for the response and resolution.
Which of the following is NOT a way to create a Change Request?
Configuration Management
Project Management
Service Catalogue
Problem Management - answerProject Management
What table do you need to update to view the callers with VIP status on the incident
records list view and the incident form? - answersys_user - set the VIP field to true
Which of the following statement is true regarding risk calculation and assessment on
change requests?
After you run a risk assessment, you can rerun the assessment multiple times before
you request approval.
When the automatic risk calculation runs, the risk and impact values can change.
ServiceNow change application automatically calculates the risk and impact of the
change from predefined risk conditions.
When a risk calculator and risk assessment are used to determine the risk, the lower
risk value is selected. - answer1,2,3
When creating child Incidents, from which related fields can these new incidents inherit
values and how do you set them? - answerService Offerings
Business Applications
Navigate to Incident Properties > Copy Incident and Create Child Incident Properties >
List Of Attributes(coma-separated) from SO or BA.
What item in the Knowledge Management Service Portal displays articles with the
highest percentage of users marking them helpful? - answerMost Useful
What are the close codes for a change request? - answerSuccessful
Unsuccessful
Successful with issues
What are the stages of the Change Management cycle? - answerCreation and Scope
Approval
