CIS-ITSM Practice Exam — 229 Free ServiceNow Questions

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229Practice Questions

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Question 1

Change Management

On the ‘Create New’ change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

A Unauthorized
B Default
C Break/fix
D Out-of-the-box

Question 2

Configuration Management Database

Question 3

Request Fulfillment

Question 4

Request Fulfillment

Question 5

Change Management

Question 6

Request Fulfillment

Question 7

Change Management

Question 8

Request Fulfillment

Question 9

Configuration Management Database

Question 10

Request Fulfillment

Question 11

Change Management

Question 12

Configuration Management Database

Question 13

Change Management

Question 14

Request Fulfillment

Question 15

Change Management

Question 16

Problem Management

Question 17

Request Fulfillment

Question 18

Problem Management

Question 19

Change Management

Question 20

Knowledge Management

Question 21

Knowledge Management

Question 22

Change Management

Question 23

Change Management

Question 24

Request Fulfillment

Question 25

Incident Management

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Which platform role can create service portfolios and taxonomy nodes?

A portfolio_viewer
B portfolio_admin
C portfolio_manager
D portfolio_editor

Which of these can be defined using step based fulfillment in Catalog Builder? (Choose two.)

A Approvals
B Subflow triggers
C Notifications
D Tasks
E Payment processing

Which Service Portfolio Management phase does a service belong to when it is in operational state?

A Active
B Retired
C Catalog
D Pipeline

Which service types can be managed through the scope of Service Portfolio Management? (Choose two.)

A Application service
B Technical service
C Business service
D Mobile service

Question 6

Request Fulfillment

Question 7

Change Management

Question 8

Request Fulfillment

Question 9

Configuration Management Database

Question 10

Request Fulfillment

Question 11

Change Management

Question 12

Configuration Management Database

Question 13

Change Management

Question 14

Request Fulfillment

Question 15

Change Management

Question 16

Problem Management

Question 17

Request Fulfillment

Question 18

Problem Management

Question 19

Change Management

Question 20

Knowledge Management

Question 21

Knowledge Management

Question 22

Change Management

Question 23

Change Management

Question 24

Request Fulfillment

Question 25

Incident Management

When using Catalog Builder, what can be built using templates? (Choose two.)

A Content items
B Catalog items
C Knowledge articles
D Order guides
E Record producers

What defines the required approvals and the associated conditions for a change model?

A A change approval policy
B A change model's state transitions
C A change model approval definition
D A change approval lifecycle flow

Which is the process responsible for delivering items that have been ordered from a Service Catalog?

A Service Catalog Management
B Catalog Workflows
C Catalog Fulfillment
D Catalog Item Design
E Request Management

Which organizational role is responsible for the overall administrative capabilities of a portfolio?

A Service Manager
B Portfolio Manager
C Portfolio Owner
D Service Owner

What defines which catalog items, and in what order, are included in an Order Guide?

A Order guide template
B Rules
C Variable sets
D UI policies

After publishing an Item via Catalog Builder, the associated update set is set to which state?

A In progress
B Complete
C New
D Published

Which of these can be associated with a service within the service portfolio taxonomy?

A Node layer
B Node
C Node level
D Leaf node

If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? (Choose two.)

A Users with the itil_admin role
B Users with admin role
C Users that have the Write role(s) OR that match the Can write user criteria
D Users with sn_change_write role
E Users that have the Write role(s) AND match the Can write user criteria

Where is the definition of what is provided, or not provided, for a service defined?

A Vendor service agreements
B Service scope
C Service contracts
D Service limitations

A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?

A Use the Pin feature
B Make a Favorite
C Use the keyword search
D Drag the change tile to the Navigation pane

Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

A The workaround is helpful information for the Callers on the Problem's related Incidents (open)
B The workaround should be published to a knowledge article, visible from the portal
C The workaround is helpful information for the members of the Problem's Assignment Group
D The workaround is helpful information for the members of the Problem's Work notes list

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

A Setting a variable to mandatory
B Apply a requirement to all form views
C Setting a catalog category to visible
D Setting a variable to read-only

When a user clicks on the Communicate fix UI action on the Problem form, what happens?

A Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
B Fix is written to the Work notes field on any Incident associated with the problem, which is Active
C Fix is written to the Comments field on any Incident associated with the problem, which is Active
D Fix is written to a draft Knowledge article

When is a change task for Post Implementation Review created for an unauthorized change?

A When the change request moves to Close
B When a change manager accepts the change
C When the change request moves to a state of Review
D When the change request moves to a state of Assess

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.

A Knowledge – Article Retire
B Knowledge – Retire Authorize
C Knowledge – Approval Retire
D Knowledge – Retire-Approval Required
E Knowledge – Instant Retire

What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article?

A Article designer
B Coaching loops
C Templates
D Article layout

Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.
How would you satisfy this requirement?

A Update the Risk Property for Insufficient lead time
B Update the Risk Assessment Matrix for Insufficient lead time
C Update the Calculate Risk UI Action
D Update the Risk Matrix for insufficient lead time
E Update the Risk Condition for Insufficient lead time

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.)

A Update Change Type on an existing change record
B Delete a Change record
C Delete a Standard Change Template
D Delete CAB Definition

When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

A Manager
B Contributors
C Owner
D Editors

Users with which role can Communicate a workaround or fix? (Choose two.)

A itil_admin
B problem_coordinator
C problem_task_analyst
D problem_admin

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