ServiceNow CIS-ITSM Questions With 100% Correct answers
What is the ITIL term that refers to the cause of one or more Incidents that is typically unknown
at the time of detection? - correct answer Problem is the ITIL term refers to the cause of one or
more incidents unknown at the time of detection.
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident. -
correct answer False:
ESS users have a Reopen Incident button on resolved Incidents.
What is used to group & standardize Common recurring Catalog Variables? - correct answer
Variable Sets
Which platform feature is used to track field value duration, such as the length of time an
Incident time spent in each State or the length of time an Incident was assigned to each group?
- correct answer Metric
What module primarily focused on the details needed to manage and operate hardware and
software. - correct answer Configuration Management focused on the details needed to
manage and operate hardware and software.
_______________ is primarily focused on the financial aspects of hardware and software. -
correct answer Asset Management focuses on the financial aspects of hardware and software.
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. - correct answer
True: Service Level Agreement (SLA) uses percentages of SLA duration to determine when to
send breach warning and breach notice notifications.
In which phase of the Incident Management lifecycle do Incidents typically get escalated? -
correct answer During the Investigation and Diagnosis phase, Incidents typically get escalated.
What are the considerations for determining the need for multiple Service Catalogs? - correct
answer - Services and types of services
- Audience
- Administration Delegation
What is the Risk Calculator is used for in Change Management? - correct answer To determine
the Risk and Impact of the Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - correct answer Deflecting
Incidents creation so users may help themselves with common issues
,ServiceNow CIS-ITSM Questions With 100% Correct answers
What are the activities performed in the Investigation and Diagnosis phase of Problem
Management? - correct answer - Conduct Root Cause Analysis
- Create Problem Tasks
- Document Root Cause and Workarounds
- Communicate Details about the Known Error (if appropriate).
When 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? - correct answer No automatic updates are made to child Incidents
When a user has the VIP field set to true on their User record in the [sys_user] table; if that user
is selected as the Caller on an Incident, how does their name appear? - correct answer - 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 __________. - correct answer
Organizing the 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? - correct answer sys_popup
When can an end-user with no assigned roles on the platform read an Incident? - correct
answer When the user is:
- The Caller
- The Opened by (Creator)
- On the Watch-list
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? - correct
answer 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? - correct answer - Incident.State.CLOSED
,ServiceNow CIS-ITSM Questions With 100% Correct answers
- Incident.State.IN_PROGRESS
Which field on a CI record that can be used to expedite Incident routing and resolution? -
correct answer - Support Group [support_group]
What are the ways Changes may be related to Incidents? - correct answer - Incidents may be
caused by Changes.
- Investigation of Incidents may indicate the need for a Change
What actions on the Incident table require the itil_admin role? - correct answer - Delete
Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an itil_admin.)
When does the Actual Start date field on a Change Request form is populated? - correct answer
- When the State changes to Implement.
When does the Actual end date field on a Change Request form is populated? - correct answer -
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. - correct answer - Close Code (Successful, Unsuccessful,
Successful With Issues)
- Close Notes
Which key performance indicators can be influenced by effective Problem Management? -
correct answer - % of high priority Problems
- Average time to close a Problem
What does the ITL term Problem refers to? - correct answer The ITIL term Problem refers to the
cause of one or more Incidents that are typically unknown at the time of detection.
True or False:
In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review
(PIR). - correct answer - False
There are no functionality or fields in the baseline config.
What are the Change Management lifecycle steps, in order? - correct answer 1- Creation &
Scoping
2- Approval
3- Implementation
, ServiceNow CIS-ITSM Questions With 100% Correct answers
4- Closure
When the Change Management - Risk Assessment plugin is enabled, how is the Risk of a Change
Request set? - correct answer Risk will be set to the highest Risk value evaluated by the Risk
Calculator and Risk Assessment
On the Change Record form, what does the Process Flow Formatter is used for? - correct
answer - To visually depict the Change Workflow
Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply. - correct answer - Invite 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. - correct
answer - True
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. - correct answer -
False
Knowledge Ratings are stored in which table? - correct answer Knowledge Feedback
[kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - correct answer - Link 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? - correct answer
- The state changes from Resolved to Open
What is the ITIL term that refers to the cause of one or more Incidents that is typically unknown
at the time of detection? - correct answer Problem is the ITIL term refers to the cause of one or
more incidents unknown at the time of detection.
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident. -
correct answer False:
ESS users have a Reopen Incident button on resolved Incidents.
What is used to group & standardize Common recurring Catalog Variables? - correct answer
Variable Sets
Which platform feature is used to track field value duration, such as the length of time an
Incident time spent in each State or the length of time an Incident was assigned to each group?
- correct answer Metric
What module primarily focused on the details needed to manage and operate hardware and
software. - correct answer Configuration Management focused on the details needed to
manage and operate hardware and software.
_______________ is primarily focused on the financial aspects of hardware and software. -
correct answer Asset Management focuses on the financial aspects of hardware and software.
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. - correct answer
True: Service Level Agreement (SLA) uses percentages of SLA duration to determine when to
send breach warning and breach notice notifications.
In which phase of the Incident Management lifecycle do Incidents typically get escalated? -
correct answer During the Investigation and Diagnosis phase, Incidents typically get escalated.
What are the considerations for determining the need for multiple Service Catalogs? - correct
answer - Services and types of services
- Audience
- Administration Delegation
What is the Risk Calculator is used for in Change Management? - correct answer To determine
the Risk and Impact of the Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - correct answer Deflecting
Incidents creation so users may help themselves with common issues
,ServiceNow CIS-ITSM Questions With 100% Correct answers
What are the activities performed in the Investigation and Diagnosis phase of Problem
Management? - correct answer - Conduct Root Cause Analysis
- Create Problem Tasks
- Document Root Cause and Workarounds
- Communicate Details about the Known Error (if appropriate).
When 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? - correct answer No automatic updates are made to child Incidents
When a user has the VIP field set to true on their User record in the [sys_user] table; if that user
is selected as the Caller on an Incident, how does their name appear? - correct answer - 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 __________. - correct answer
Organizing the 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? - correct answer sys_popup
When can an end-user with no assigned roles on the platform read an Incident? - correct
answer When the user is:
- The Caller
- The Opened by (Creator)
- On the Watch-list
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? - correct
answer 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? - correct answer - Incident.State.CLOSED
,ServiceNow CIS-ITSM Questions With 100% Correct answers
- Incident.State.IN_PROGRESS
Which field on a CI record that can be used to expedite Incident routing and resolution? -
correct answer - Support Group [support_group]
What are the ways Changes may be related to Incidents? - correct answer - Incidents may be
caused by Changes.
- Investigation of Incidents may indicate the need for a Change
What actions on the Incident table require the itil_admin role? - correct answer - Delete
Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an itil_admin.)
When does the Actual Start date field on a Change Request form is populated? - correct answer
- When the State changes to Implement.
When does the Actual end date field on a Change Request form is populated? - correct answer -
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. - correct answer - Close Code (Successful, Unsuccessful,
Successful With Issues)
- Close Notes
Which key performance indicators can be influenced by effective Problem Management? -
correct answer - % of high priority Problems
- Average time to close a Problem
What does the ITL term Problem refers to? - correct answer The ITIL term Problem refers to the
cause of one or more Incidents that are typically unknown at the time of detection.
True or False:
In the baseline configuration, ONLY Emergency Changes require a Post-Implementation Review
(PIR). - correct answer - False
There are no functionality or fields in the baseline config.
What are the Change Management lifecycle steps, in order? - correct answer 1- Creation &
Scoping
2- Approval
3- Implementation
, ServiceNow CIS-ITSM Questions With 100% Correct answers
4- Closure
When the Change Management - Risk Assessment plugin is enabled, how is the Risk of a Change
Request set? - correct answer Risk will be set to the highest Risk value evaluated by the Risk
Calculator and Risk Assessment
On the Change Record form, what does the Process Flow Formatter is used for? - correct
answer - To visually depict the Change Workflow
Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply. - correct answer - Invite 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. - correct
answer - True
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. - correct answer -
False
Knowledge Ratings are stored in which table? - correct answer Knowledge Feedback
[kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - correct answer - Link 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? - correct answer
- The state changes from Resolved to Open
