CIS ITSM - Request Fulfilment Questions and Answers Graded A+

CIS ITSM - Request Fulfilment

(SELECT 2) Where can fulfillers navigate to find catalogue tasks assigned to them and
their groups to fulfil requests?

1. Service Desk > My Groups Work
2. Service Catalog > My Groups Work
3. Service Catalog > My Work
4. Service Desk > My Work - answer1. Service Desk > My Groups Work
4. Service Desk > My Work

What should be enabled in the catalogue definition to allow users to save partially-
completed requests so they can complete and submit them later?

1. Wish List
2. Checkout
3. Continue Shopping
4. Can Cancel - answer1. Wish List

Where does a System Administrator navigate to edit a catalogue item?

1. Service Portal
2. Service Catalogs
3. Create Incident
4. Maintain Items - answer4. Maintain Items

Which of the following persona reviews and approves a request to purchase office
printers for a break room?

1. Catalogue Manager
2. Service Owner
3. Approver
4. Requester - answer3. Approver

An end-user needs to place an order for a new phone. Where can they search the
Service Catalog and submit their request?

1. Request Module
2. Knowledge Base
3. Technical Catalog
4. Service Portal - answer4. Service Portal

,Which of the following can you specify for a Rich Text Label variable in a catalogue
item?

1. Example text
2. Tooltip
3. Help text and instructions
4. Visible on bundles and guides - answer4. Visible on bundles and guides

You cannot specify the following for a Rich Text Label variable:
Help text and instructions
Tool tip
Permissions
Variable width
Example text

Which ServiceNow application enables a process user to submit, approve, and fulfil
requests?

1. Service Portal
2. Request Management
3. Service Catalog
4. Request Portal - answer1. Service Portal

(SELECT 3) Which of the following are true statements regarding the Service
Catalogue?

1. You can use the AI-enabled search to quickly find relevant catalogue items in
Service Portal and Now Mobile
2. You can create new variables and request items in Workspace
3. You can enable users to request an item or service and track or approve requests on
a mobile device
4. You can design a topic conversation in Virtual Agent by including reusable topic
blocks to perform request submission tasks - answer1. You can use the AI-enabled
search to quickly find relevant catalogue items in Service Portal and Now Mobile
3. You can enable users to request an item or service and track or approve requests on
a mobile device
4. You can design a topic conversation in Virtual Agent by including reusable topic
blocks to perform request submission tasks

What type of Service Catalogue item is used to create an incident or raise an HR case?

1. Record Producer
2. Order an item
3. Maintain a service
4. Request a service - answer1. Record Producer

, A single request is submitted for approval. The RITM workflow includes pre-approval.
Which of the following is true?

1. Fulfilment can begin once all RITMs are reviewed
2. Fulfilment can begin once the REQ is approved
3. Fulfilment can begin immediately
4. Fulfilment can begin once other RITMs in the REQ are approved - answer2.
Fulfilment

Where do you capture the work required to fulfil an order in a catalogue request?

1. Order guide [sc_cat_item_guide]
2. Request [sc_request]
3. Catalog Task [sc_task]
4. Requested Item [sc_req_item] - answer3. Catalog Task

What is the minimum role required to update requests and catalogue tasks?

1. sn_request_write
2. catalog_editor
3. catalog_manager
4. sn_request_read - answer1. sn_request_write

(SELECT 2) What are the two options to define the fulfilment process for a service
catalogue item?

1. Plan
2. Workflow
3. Flow
4. Roadmap - answer2. Workflow
3. Flow

Which record type in request management is closed first?

1. RITM
2. SCTASK
3. REQ
4. PRQ - answer2. SCTASK

Which of the following variable type is supported in a multi-row variable set?

1. Label
2. List Collector
3. Attachment
4. HTML - answer2. List Collector