ServiceNow IT Service Management (CIS-ITSM) Free Dumps

Jonnie Karnath2023-08-02T07:45:49+00:00

ServiceNow IT Service Management CIS-ITSM is a certification exam that validates the skills and knowledge of IT professionals in managing IT services using the ServiceNow platform. If you’re planning to take the ServiceNow IT Service Management CIS-ITSM exam, it’s important to have the right study materials to prepare. Certspots is a great resource for finding free online ServiceNow IT Service Management CIS-ITSM dumps and practice tests. These materials can help you get a better understanding of the exam format and the types of questions you can expect to see on the test. With the help of the ServiceNow IT Service Management CIS-ITSM free dumps from Certspots, you can improve your chances of passing the ServiceNow IT Service Management CIS-ITSM exam and getting certified.

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1. How do you define the content that is tracked and displayed in all Incident record activity streams?

Configure the Activity stream client script

Configure the incident form design

Configure the dictionary entry for the Activity stream

Configure the available fields from the Activity stream filter

2. A problem record is the Parent to what record?

Known Error

Workaround

Major Incident

Problem Task

Related Incidents

3. What tools are available to the assignee to help resolve an Incident? (Choose two.)

Knowledge Articles

Workarounds

CI Class Manager

Incident Overview Dashboard

Enterprise CMDB Dashboard

4. Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

Display the stages to the requester

Create any number of stages

Import a copy of a pre-defined stage set

Define the stage set in a subflow

5. The Major Incident Management

(MIM) application is linked to the Incident management process, but the records have an additional set of States.

What are these MI States?

Proposed, Accepted, Rejected, Cancelled

Proposed, Accepted, Rejected, Reopened

Proposed, Received, eCAB Convened, Closed

New, Work in progress, Escalated, Communicated

6. What baseline Change Flows support the baseline Normal Change model?

Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks

Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks

Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

7. Incident management includes limited functionality for what advanced reporting capability?

Analytics Dashboards

Performance Analytics

Machine Learning Metrics

KPI Reports

8. What are key relationships between Changes and Incidents? (Choose two.)

Incidents autoclose upon closure of a related Change

Incidents can be caused by a Change

A Change can resolve Incidents

Incident owners are part of the change approval workflow

9. How are Features related to Products and Releases?

Emergency releases can include products and features

Products have associated features, which are organized into releases

Features are included in releases, not associated with products

Products use features to define release types

10. Your implementation has some legacy change types with workflows, and also some new change models.

What option for Change Create New will support your scenario?

A Change Landing Page

B. Change Overview

C. Change Interceptor

D. Change Catalog

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11. Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

Knowledge C Article Retire

Knowledge C Retire Authorize

Knowledge C Approval Retire

Knowledge C Retire-Approval Required

Knowledge C Instant Retire

12. Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:

• Default

• Major incidents

• Self Service

• Mobile

What are these UI layouts called in the Now Platform?

Form Layouts

Workspaces

Forms

Form Designs

Views

13. From which table, is the Incident table extended?

Task [task]

Task [sn_task]

Ticket [ticket]

Work [sn_work]

14. Roles control which users can perform which actions on a change record.

What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)

Update Change Type on an existing change record

Delete a Change record

Delete a Standard Change Template

Delete CAB Definition

15. Which module is a useful starting point for a manager to view current state operational information for Incident management?

CMDB Health Dashboard

Incident > Overview

Manager Workspace

Critical Incidents Map

16. Which record type would you use for an Ask a Question form that would generate an Incident?

Record Producer

Order Guide

Linked Item

Catalog Item

Content Item

17. A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance.

What might be the cause of this?

The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

The customer did not pay the bill for Knowledge management

Tester is not impersonating Problem Coordinator

The sn_known_error_write role is required to see the Create Known Error article link

The requirement was not in the stories

18. What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

Manage Risk Assessments

Delete CAB Definition

Manage Risk Conditions

Delete Change

Create and manage Approval Policies

19. How are Service Catalogs and Catalog Items related? (Choose two.)

A catalog item can be associated with one or more service catalogs

Access to catalog items is determined by the service catalog's assigned user criteria

Service catalogs may contain multiple catalog items

A catalog item can only be associated with one service catalog

20. What are key relationships between Change and Problem records? (Choose two.)

Changes which cause Incidents, should have an associated Problem

A Problem can be solved by a Change

A Change can cause a Problem

A Problem must be associated with a Change, before it can be closed

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21. When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

New incident created from the message

New interaction is created from the message

Email is rejected and auto-reply sent to sender

New case is created from the message

22. What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

Activity May

Workflow

State Transitions

Flow

23. What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

Populate Assignment Group based on CI/SO

Auto-populate ITSM Assignment Groups

ITSM Assignment Lookup Rule

Automatic Assignment for ITSM

24. Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement?

State Model

Workflow Dashboard

Action Modeler

Task Creator

Flow Designer

25. On the Unauthorized Change Properties module what can you configure? (Choose two.)

Enable/Disable creation of Unauthorized changes

Maximum number of unauthorized change records for a CI

Unauthorized Change Dashboard

CI classes to monitor

26. If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?

An error is displayed indicating the agent must manually assign the incident

The agent is prompted to select the Assignment group

The Assignment group field automatically populates with the agent's primary group

The Assignment group field will not populate

27. A customer wants to add a new Catalog Item to the Service Catalog.

What process would be used to ensure the new item is authorized?

Fulfillment Management

Release Management

Configuration Management

Change Management

Catalog Management

28. Where should an admin go to view all of the search queries entered by users in the knowledge search?

Knowledge queries application

[kb_view] table

[kb_feedback] table

Search logs application

29. Which record type would you use for a Computer request?

Record Producer

Catalog Item

Content Item

Order Guide

30. Where do you enable the Search as feature for an incident?

incident.deflection system property

Incident Properties application

Related Search Results table configuration

Incident form design

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31. Which interface is designed for tier 1 IT agents who solve internal or external customer issues?

ITSM Dashboard

IT Service Management Workspace (Agent Workspace)

ITIL Homepage

Incident Overview

32. In release management, what controls the movement of the state from Scoping to Awaiting Approval?

Manual state selection

Workflow

State model

Flow

33. When using the Email Client, what is the difference between an Email Template and a Quick Message?

Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

Email Templates are included with ITSM; Quick Messages are new with Machine Learning

Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

34. What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Service portfolio management

Catalog item management

Service mapping

Service catalog management

35. Which type of catalog item may be found in a Service Catalog?

Requested Items

Order guides

Categories

Execution Plans

36. Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Knowledge Item

Record Producer

Content Item

Order Guide

Catalog Item

37. Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.

How do you explain this?

The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

The problem coordinator is the only role with the ability to recall a message

The problem coordinator is responsible for approving or rejecting the proposed message

The message will be automatically displayed on the Portal

38. In what table are Change records stored?

Change [change_task]

Change Request [rfc]

Change Request [change_request]

Change [change]

Change [task_change]

39. In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

They are automatically canceled

They are automatically closed

They are automatically assigned to the Change assignee and closed

An error displays, requiring that the Tasks be closed before moving to Review

40. A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases.

How should you respond?

The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause

Only users with sn_known_error_write can create Known Error articles

Users with sn_problem_write can create known error articles, but not articles for other knowledge bases

The Known Error knowledge articles use a template, which includes the Workaround and the Cause

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41. What are the different ways a user can provide feedback on a knowledge article?

(Choose four.)

Helpful?

Flag Article

5 Star scale

10 Star scale

Comment on Article

Pin Article

42. When building out a service catalog, categorizing items helps users navigate and search in the catalog.

Which roles would allow you to create and maintain categories? (Choose three.)

catalog_admin

itil_admin

catalog_manager

catalog_editor

catalog_builder_editor

43. What module do you use to change the setting for the time between incident Resolution and Closure?

ITSM Properties

System Settings

Incident Settings

Incident Properties

Resolution Properties

44. Your customer needs help defining Category values for the Problem records.

What approach should you suggest? (Choose two.)

Re-use existing categories from legacy systems

Define categories based on the customer’s CMDB classes

Re-use existing categories from incident management

Define categories based on ITIL problem taxonomy

45. In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.

What can you suggest to alleviate this concern? (Choose two.)

The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office

The approver can set their approval notifications to forward to their personal email address

The approval can be defined as a group approval, where any member of the group can approve

The approver can set their approval notifications to auto-reply with “approved” in the subject line

46. By default, a business rule, causes the Assignment group to be automatically set.

How is the group identified?

Change group on CI record, or if empty, the Change group on the Service offering

Support group on CI record, or the default assignment group for the user

Support group on CI record, or if empty, the Support group on the Service

Support group on CI record, or if empty, the Support group on the Service offering

47. Which of the following Change Task Types are available by default? (Choose three.)

Planning

Testing

Review

Deployment

Verification

48. When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.

What module would you use to make this adjustment?

System Policy > Rules > Priority Lookup Rules

Problem > Administration > Problem Properties

ITSM > Administration > Properties

Incident > Administration > Incident Properties

49. When a user clicks on the Communicate workaround UI action on the Problem form, what happens?

Workaround is written to the Comments field on any open Incident associated with the problem

Workaround is written to the Workaround field on any incident associated with the problem

Workaround is written to a draft Knowledge article

Workaround is written to the Work notes field on any open Incident associated with the problem

50. Where are the timeframe conditions for sending an SLA breach warning notification defined?

SLA definition record

Default SLA flow

SLA Properties application

SLA trigger conditions

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51. Which of the following cannot be defined or set through a Catalog UI Policy?

Setting a variable to mandatory

Apply a requirement to all form views

Setting a catalog category to visible

Setting a variable to read-only

52. A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.

What could cause this?

The article is in draft state, but has not been published

The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

The user criteria on the knowledge base is incorrect

The tester is not impersonating an itil user

53. The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.

What advice do you give regarding SLAs on Problem records?

SLAs are essential to problem management, as support specialists need to quickly identify root causes

SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

SLAs are available for problem management, but require custom code

SLAs are recommended in the ITIL framework for problem management

54. A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.

What do you recommend that they confirm, before submitting the bug report? (Choose two.)

Tester is impersonating a user with communications.manager role

Tester is impersonating the assignee, which has the problem_coordinator role

Tester is impersonating a user with problem_coordinator role

The Fix notes field is filled in and saved

55. Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)

Short Descriptor

State

Assigned to

Configuration Item

56. What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

10 Star scale

Comment on Article

Helpful?

Flag Article

5 Star scale

Pin Article

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ServiceNow IT Service Management (CIS-ITSM) Free Dumps

ServiceNow IT Service Management (CIS-ITSM) Free Dumps

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