Choose ServiceNow CIS-ITSM Dumps V9.02 to Prepare for CIS IT Service Management Certification Exam Well

1. Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

2. Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

3. Which of the following are defined for a given change model? (Choose three.)

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

5. Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

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

7. Which type of catalog item should be used to create an incident record from the portal?

8. Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

9. A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:

User name -

Manager name -

Email Address -

Employee ID -

How would you modify the quick view frame?

10. Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers.

What feature would you use, to satisfy this requirement?

11. Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields.

How should you update the catalog item?

12. Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support.

You have confirmed that:

The Network Support group record has the Group types: Incident and Change

The Network CAB group record has the Group type: Change

What could you do on the incident form, for the Assignment Group field, to resolve this issue?

13. Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

14. Which capability provides visibility to data joined between multiple tables?

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

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

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

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

19. When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)

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

21. The Problem table is extended from what table?

22. The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.

Which module could they use to make this change?

23. 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?

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

What approach should you suggest? (Choose two.)

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

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

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

28. 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.)

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

30. On a Change Approval Definition record, what does the ‘wait for’ condition define?

31. In what table are Change records stored?

32. 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?

33. How are Releases related to Projects?

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

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

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

37. In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

38. 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?

39. 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.)

40. In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

41. 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.

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

43. How do you describe the relationship between a Knowledge article and a Knowledge base category?

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

45. When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge article?

46. In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.

Users with what roles can make these edits? (Choose two.)

47. What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?

48. Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?

49. 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?

50. Your customer needs different catalogs for:

Human Resources - employee facing - for submitting requests to HR

Customer - external customer facing - for ordering company products and services

When these catalogs are created, in which table would the definition be stored?

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

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

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

54. When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

55. When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)

56. 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.)

57. Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

58. Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields.

Which status field is set by the flow?

59. Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.

What Now Create assets do you recommend they review, to prepare? (Choose two.)

60. Which role would give you access to the CI Class Manager?

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

62. By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

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

64. Your customer wants incidents to close automatically 7 days after the incident is resolved.

How do you meet this requirement? (Choose two.)

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

66. Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries.

What Service Catalog capability can you use to generate these records?

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

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

69. What optional Incident table is extended from the Task table?

70. Category and Subcategory values can be set manually on the Incident form.

What are disadvantages of this approach? (Choose two.)