ServiceNow CIS ITSM Guide
An administrator wants to allow users who are creating leads to have access to the find
Duplicates button. Which lead object-level permission will the administrator need to
provide to these users? - answer View All
What is the purpose of the table "Knowledge Use"? (Choose two.) - answer It tracks
how many times a knowledge article was viewed.
. It tracks knowledge articles that have been attached to incidents.
A user with role catalog_ admin can manage user criteria - answer True
Which of the following statements is true regarding attaching workflows to requests? -
answer A workflow must be attached to requests.
You can create a standard change from an incident by clicking on the "Create Standard
Change" UI Action in an incident form. - answer True
All catalog items within a catalog should follow the same fulfillment workflow. -
answerFalse
How can you customize the process for normal change requests so that no approval is
needed from assignment group manager when the risk is low - answer In the "Normal
Change Policy" policy, deactivate the "Low Risk Manager approval" decision.
According to the OOTB implementation, you can only create normal change or
emergency change from a problem, but not standard change. - answerTrue
In the Content item, what is the "Catalog content" option in "Content type" used for? -
answerCross-reference among catalogs.
Which table do all technical configuration items extend from? - answerTechnical
Configuration Item [technical_cmdb_ci]
When implementing ServiceNow, deleting demo data and populating foundation data is
often the first step. - answerTrue
Which module would you use to configure Inbound Email Action? - answerSystem
Policy > Email > Inbound Actions
Which of the following users has the permission to close an incident? (Choose two.) -
answer. Itil Admin
,. Incident caller
What is the purpose of "reopen_count" field in incident table? - answerIt stores the
number of times the incident state changed from "Resolved" to "Open".
It is possible to import multiple word documents at the same time into a knowledge
base. - answerTrue
Which module is used to view a list of Knowledge Bases? - answerKnowledge >
Administration > Knowledge Bases
According to ServiceNow recommendations, the user who makes a service request
should be informed about the expectations for approval and delivery. - answer. True
Which of the following database views is useful if you need to create a report of the
changes that were closed by category? - answerchange_request_metric
Which of the following is NOT a feature provided by Knowledge Management OOTB? -
answerIntegration with social networking platforms
Which of the following plugins is needed in order to add a survey when calculating risk
in change requests? - answerChange Management - Risk Assessment
Which of the following roles can delete a change? - answeritil_admin
Which of the following properties is used to decide which knowledge base will be used
to create known error articles for problems? - answer.
problem.knowledgebase.known_error_article
It is possible to use the same categories for both incidents and problems. - answerTrue
Once the change request's state changes to "Review", the user should fill the
mandatory fields in the review form. - answerfalse
There's no review form. This can be implemented as custom functionality since post-
implementation review varies from customer to another.
What will be the change request's state once a member of the CAB Approval group
rejects the approval request? - answerNew
What will be the new state once you click on the "Mark Duplicate" button in the problem
form? - answerClosed
One of the features in ServiceNow ITSM is to keep monitoring configuration items and
identify recurring issues. - answer. True
, How to see which record producers and catalog items are using a certain variable set? -
answerIn the variable set, check the "Included In" related list.
Article Versioning can be enabled by setting the property "Enable article versioning
feature" to Yes. - answer. True
How to configure the fields to be copied from the original incident when an incident is
copied? - answerModify the incident property "com.snc.incident.copy.attributes"
The contextual search feature allows end users to see related knowledge articles,
catalog items, resolved incidents and resolved problems to help them solve their
problem before they raise an incident. - answerfalse
Related resolved & open incidents and resolved & open problems don't appear to end
users. End users can only see related knowledge articles and catalog items.
How to add restriction on moving incidents from one state to another? - answerModify
the IncidentState script include.
Which of the following statements best describes the purpose of "Enable wish list"
checkbox in the catalog form? - answerIt allows requesters to partially fill a service
request form and submit the service request later.
Which of the following CANNOT be performed by public user? - answerRead Catalog
Tasks
Requirements gathered in workshops should be validated against scope before adding
them to the backlog. - answerTrue
Which of the following statements is true regarding Catalog Client Scripts? -
answerThey run on the client-side.
field Decorations are controlled by the "ref_contributions" attribute. - answerTrue
Which of the following CANNOT be performed by catalog_editor role? - answer. Update
Catalog.manager
Which of the following fields is mandatory when the button "Request Approval" in
normal change form is clicked? - answerAssignment group
Which of the following statements is true regarding operations that can be performed by
nobody? - answerNobody can perform these operations even the admin.
How to change the logic of calculating incident priority? - answerModifying the records
in the Priority Lookup Rules table
An administrator wants to allow users who are creating leads to have access to the find
Duplicates button. Which lead object-level permission will the administrator need to
provide to these users? - answer View All
What is the purpose of the table "Knowledge Use"? (Choose two.) - answer It tracks
how many times a knowledge article was viewed.
. It tracks knowledge articles that have been attached to incidents.
A user with role catalog_ admin can manage user criteria - answer True
Which of the following statements is true regarding attaching workflows to requests? -
answer A workflow must be attached to requests.
You can create a standard change from an incident by clicking on the "Create Standard
Change" UI Action in an incident form. - answer True
All catalog items within a catalog should follow the same fulfillment workflow. -
answerFalse
How can you customize the process for normal change requests so that no approval is
needed from assignment group manager when the risk is low - answer In the "Normal
Change Policy" policy, deactivate the "Low Risk Manager approval" decision.
According to the OOTB implementation, you can only create normal change or
emergency change from a problem, but not standard change. - answerTrue
In the Content item, what is the "Catalog content" option in "Content type" used for? -
answerCross-reference among catalogs.
Which table do all technical configuration items extend from? - answerTechnical
Configuration Item [technical_cmdb_ci]
When implementing ServiceNow, deleting demo data and populating foundation data is
often the first step. - answerTrue
Which module would you use to configure Inbound Email Action? - answerSystem
Policy > Email > Inbound Actions
Which of the following users has the permission to close an incident? (Choose two.) -
answer. Itil Admin
,. Incident caller
What is the purpose of "reopen_count" field in incident table? - answerIt stores the
number of times the incident state changed from "Resolved" to "Open".
It is possible to import multiple word documents at the same time into a knowledge
base. - answerTrue
Which module is used to view a list of Knowledge Bases? - answerKnowledge >
Administration > Knowledge Bases
According to ServiceNow recommendations, the user who makes a service request
should be informed about the expectations for approval and delivery. - answer. True
Which of the following database views is useful if you need to create a report of the
changes that were closed by category? - answerchange_request_metric
Which of the following is NOT a feature provided by Knowledge Management OOTB? -
answerIntegration with social networking platforms
Which of the following plugins is needed in order to add a survey when calculating risk
in change requests? - answerChange Management - Risk Assessment
Which of the following roles can delete a change? - answeritil_admin
Which of the following properties is used to decide which knowledge base will be used
to create known error articles for problems? - answer.
problem.knowledgebase.known_error_article
It is possible to use the same categories for both incidents and problems. - answerTrue
Once the change request's state changes to "Review", the user should fill the
mandatory fields in the review form. - answerfalse
There's no review form. This can be implemented as custom functionality since post-
implementation review varies from customer to another.
What will be the change request's state once a member of the CAB Approval group
rejects the approval request? - answerNew
What will be the new state once you click on the "Mark Duplicate" button in the problem
form? - answerClosed
One of the features in ServiceNow ITSM is to keep monitoring configuration items and
identify recurring issues. - answer. True
, How to see which record producers and catalog items are using a certain variable set? -
answerIn the variable set, check the "Included In" related list.
Article Versioning can be enabled by setting the property "Enable article versioning
feature" to Yes. - answer. True
How to configure the fields to be copied from the original incident when an incident is
copied? - answerModify the incident property "com.snc.incident.copy.attributes"
The contextual search feature allows end users to see related knowledge articles,
catalog items, resolved incidents and resolved problems to help them solve their
problem before they raise an incident. - answerfalse
Related resolved & open incidents and resolved & open problems don't appear to end
users. End users can only see related knowledge articles and catalog items.
How to add restriction on moving incidents from one state to another? - answerModify
the IncidentState script include.
Which of the following statements best describes the purpose of "Enable wish list"
checkbox in the catalog form? - answerIt allows requesters to partially fill a service
request form and submit the service request later.
Which of the following CANNOT be performed by public user? - answerRead Catalog
Tasks
Requirements gathered in workshops should be validated against scope before adding
them to the backlog. - answerTrue
Which of the following statements is true regarding Catalog Client Scripts? -
answerThey run on the client-side.
field Decorations are controlled by the "ref_contributions" attribute. - answerTrue
Which of the following CANNOT be performed by catalog_editor role? - answer. Update
Catalog.manager
Which of the following fields is mandatory when the button "Request Approval" in
normal change form is clicked? - answerAssignment group
Which of the following statements is true regarding operations that can be performed by
nobody? - answerNobody can perform these operations even the admin.
How to change the logic of calculating incident priority? - answerModifying the records
in the Priority Lookup Rules table
