ServiceNow CIS-ITSM Questions
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer
re-open the Incident. - answer False: ESS users have a Reopen Incident button on
resolved Incidents.
Common recurring Catalog Variables can be grouped and standardized using - answer
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? - answer 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. - answer 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. - answerTrue
In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - answerInvestigation and Diagnosis
What are the considerations for determining the need for multiple Service Catalogs -
answerServices and types of services
Audience
Administration Delegation
In Change Management, the Risk Calculator is used to: - answerDetermine the Risk
and Impact of the Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - answerDeflecting the
creation of Incidents so users may help themselves with common issues
,Problem Management Investigation and Diagnosis activities include __________. -
answerConduct 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? - answerNo 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? - answerThe 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 __________. -
answerOrganize 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? - answersys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an
Incident when they are _________. - answerThe 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? - answerCascade 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? - answerIncident.State.CLOSED
Incident.State.IN_PROGRESS
Which field on a Configuration Item record may be used to expedite Incident routing and
resolution? - answerSupport Group [support_group]
,Which of the following outlines the ways Changes may be related to Incidents? -
answerIncidents 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? - answerDelete Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an
itil_admin.)
Which of the following statements reflects when the Actual Start and Actual End date
fields are populated on a Change Request?
Actual start is set when the __________.
Actual End is set when the _________. - answerState changes to Implement. Actual
End is set when the State changes to Review
In the baseline platform configuration, which of these are required when closing a
Normal Change? Select all that apply. - answerClose Code (Successful, Unsuccessful,
Successful With Issues)
Close Notes
Which key performance indicators can be influenced by effective Problem
Management? - answer% of high priority Problems
Average time to close a Problem
(I think you could make a good case for number of incidents, and number of emergency
changes going down because of problem management...)
The _____ is an ITIL term that refers to the cause of one or more Incidents that is
typically unknown at the time of detection. - answerProblem
True or False: In the baseline configuration, ONLY Emergency Changes require a Post-
Implementation Review (PIR). - answerFalse
There are no functionality or fields in baseline.
The Change Management lifecycle steps, in order, include: - answerCreation & Scoping
Approval
Implementation
Closure
When the Change Management - Risk Assessment plugin is enabled, how is the Risk of
a Change Request set? - answerRisk will be set to the highest Risk value evaluated by
the Risk Calculator and Risk Assessment
, On the Change Record form, the Process Flow Formatter is used to __________. -
answerVisually depict the Change Workflow
Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply. - answerInvite delegates to CAB meetings
to discuss specific Changes,
Determine CAB agenda with a specified amount of time allocated to each Change
??
True or False: Change Management uses the workflow engine by default to facilitate
approvals and processing for each type of Change, including Emergency, Normal, and
Standard. - answerTrue
True or False: In the baseline platform configuration, when a Knowledge Article is
flagged by a user as being incomplete or incorrect, a notification is sent to the
Knowledge Base Owner. - answerFalse
Knowledge Ratings are stored in the _________ table. - answerKnowledge Feedback
[kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - answerLink to a
Knowledge Base Article
Link to Catalog Content
Link for a Module
External Content
Does NOT include cross-references to Catalog Content.
What triggers the re-open count field value on an incident to be incremented? -
answerState changes from Resolved to Open
When does a State of On Hold pause an SLA? - answerDepends upon the SLA
conditions
(Often they are: Awaiting Vendor or Awaiting Caller)
What is the Incident management Lifecycle? - answerCreation & Classification
Investigation & Diagnosis
Resolution & Closure
(Approval and Fulfillment are not part of that)
(I confirmed this. It's classification not categorization...)
How are Additional Comments and Work Notes intended to be used in notifications? -
answerAdditional Comments - communicate with end users; Work Notes - communicate
with IT staff
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer
re-open the Incident. - answer False: ESS users have a Reopen Incident button on
resolved Incidents.
Common recurring Catalog Variables can be grouped and standardized using - answer
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? - answer 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. - answer 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. - answerTrue
In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - answerInvestigation and Diagnosis
What are the considerations for determining the need for multiple Service Catalogs -
answerServices and types of services
Audience
Administration Delegation
In Change Management, the Risk Calculator is used to: - answerDetermine the Risk
and Impact of the Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - answerDeflecting the
creation of Incidents so users may help themselves with common issues
,Problem Management Investigation and Diagnosis activities include __________. -
answerConduct 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? - answerNo 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? - answerThe 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 __________. -
answerOrganize 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? - answersys_popup
In the baseline platform configuration, a end-user with no assigned roles can read an
Incident when they are _________. - answerThe 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? - answerCascade 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? - answerIncident.State.CLOSED
Incident.State.IN_PROGRESS
Which field on a Configuration Item record may be used to expedite Incident routing and
resolution? - answerSupport Group [support_group]
,Which of the following outlines the ways Changes may be related to Incidents? -
answerIncidents 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? - answerDelete Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an
itil_admin.)
Which of the following statements reflects when the Actual Start and Actual End date
fields are populated on a Change Request?
Actual start is set when the __________.
Actual End is set when the _________. - answerState changes to Implement. Actual
End is set when the State changes to Review
In the baseline platform configuration, which of these are required when closing a
Normal Change? Select all that apply. - answerClose Code (Successful, Unsuccessful,
Successful With Issues)
Close Notes
Which key performance indicators can be influenced by effective Problem
Management? - answer% of high priority Problems
Average time to close a Problem
(I think you could make a good case for number of incidents, and number of emergency
changes going down because of problem management...)
The _____ is an ITIL term that refers to the cause of one or more Incidents that is
typically unknown at the time of detection. - answerProblem
True or False: In the baseline configuration, ONLY Emergency Changes require a Post-
Implementation Review (PIR). - answerFalse
There are no functionality or fields in baseline.
The Change Management lifecycle steps, in order, include: - answerCreation & Scoping
Approval
Implementation
Closure
When the Change Management - Risk Assessment plugin is enabled, how is the Risk of
a Change Request set? - answerRisk will be set to the highest Risk value evaluated by
the Risk Calculator and Risk Assessment
, On the Change Record form, the Process Flow Formatter is used to __________. -
answerVisually depict the Change Workflow
Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply. - answerInvite delegates to CAB meetings
to discuss specific Changes,
Determine CAB agenda with a specified amount of time allocated to each Change
??
True or False: Change Management uses the workflow engine by default to facilitate
approvals and processing for each type of Change, including Emergency, Normal, and
Standard. - answerTrue
True or False: In the baseline platform configuration, when a Knowledge Article is
flagged by a user as being incomplete or incorrect, a notification is sent to the
Knowledge Base Owner. - answerFalse
Knowledge Ratings are stored in the _________ table. - answerKnowledge Feedback
[kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - answerLink to a
Knowledge Base Article
Link to Catalog Content
Link for a Module
External Content
Does NOT include cross-references to Catalog Content.
What triggers the re-open count field value on an incident to be incremented? -
answerState changes from Resolved to Open
When does a State of On Hold pause an SLA? - answerDepends upon the SLA
conditions
(Often they are: Awaiting Vendor or Awaiting Caller)
What is the Incident management Lifecycle? - answerCreation & Classification
Investigation & Diagnosis
Resolution & Closure
(Approval and Fulfillment are not part of that)
(I confirmed this. It's classification not categorization...)
How are Additional Comments and Work Notes intended to be used in notifications? -
answerAdditional Comments - communicate with end users; Work Notes - communicate
with IT staff
