ITSM CIS Practice PDF

ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt What types of CI's will be included in a report run against the cmdb_ci_comput- er table? A. Just CIs defined directly in C. CI's defined directly in cmdb_ci_com- cmdb_ci_computer puter and all chil...

ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt What types of CI's will be included in a report run against the cmdb_ci_comput- er table? A. Just CIs defined directly in C. CI's defined directly in cmdb_ci_com- cmdb_ci_computer puter and all child classes B. CIs defined directly in cmdb_ci_com- puter and all parent classes C. CIs defined directly in cmdb_ci_com- puter and all child classes Which field from the configuration item will automatically populate in the Assign- ment group field of an incident record? B. Support group A. Managed by (Pg. 290) B. Support group C. Approval group D. Change group Which of the following are defined for a given change model? (Choose three.) B. State model C. State transition conditions A. Phase transitions E. State transitions B. State model C. State transition conditions (Pg. 398) D. Phase model E. State transitions When is a change task for Post Imple- mentation Review created for an unau- thorized change? A. When the change request moves to C. When the change request moves to a Close state of Review B. When a change manager accepts the change (Pg. 454) C. When the change request moves to a state of Review D. When the change request moves to a state of Assess 1 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Data- base Classes? B. CI Class Manager A. Reports (Pg. 33) B. CI Class Manager C. Application Menus D. Dependency View Which of the following cannot be defined or set through a Catalog UI Policy? B. Apply a requirement to all form views A. Setting a variable to mandatory B. Apply a requirement to all form views (Pg.148) C. Setting a catalog category to visible D. Setting a variable to read-only Which type of catalog item should be used to create an incident record from the portal? D. Record Producer A. Incident Template (Pg. 138) B. Request Item C. Order Guide D. Record Producer Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.) A. sn_incident_read A. sn_incident_read D. sn.incident_write B. itsm_incident_read C. incident_manager D. sn_incident_write E. itsm_incident_write A customer requests that when the Ser- vice Desk agent clicks on the information icon for the Caller's name, the quick view 2 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt frame shows only the following fields: User name - Manager name - Email Address - Employee ID - How would you modify the quick view frame? A. Update the sys_popup view for the user table A. Update the sys_popup view for the user table (Pg. 266) B. Update the sys_quick view for the caller table C. Update the sys_popup view for the caller table D. Update the sys_quick view for the user table Your customer has built a mature knowl- edge base, with articles targeted to in- ternal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Inci- dent form, the agents would like to be B. Search as User able to identify which articles are visible to the callers What feature would you (Pg. 270) use, to satisfy this requirement? A. Internal/External Highlighting B. Search as User C. Show User Viewable D. User Only View Your customer is using the baseline Cre- ate Incident Catalog Item and would like to add a few additional input fields. How C. Edit in Catalog Builder should you update the catalog item? (Pg. 134) A. Edit in Catalog Item Designer B. Edit in Item Designer 3 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. Edit in Catalog Builder D. Edit in Form Designer Your customer is complaining that Ser- vice Desk users keep accidentally as- signing Incidents to the Network CAB, in- stead of Network Support You have con- firmed that:The Network Support group record has the Group types: Incident and ChangeThe Network CAB group record has the Group type: ChangeWhat could you do on the incident form, for the As- C. Add Dictionary Override to specify the signment Group field, to resolve this is- incident group Reference Qualifier sue? (Pg. 291) A. Add a UI action to hide the Network CAB group from the list B. Add a UI action to provide an error message if the Network CAB group is selected C. Add Dictionary Override to specify the Incident group Reference Qualifier D. Modify the choice list to include only the appropriate group types Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open? E. Agent Assist A. Chat Bot (Pg. 319) B. Related Search Results C. Knowledge Bases D. Intelligent Agent E. Agent Assist Which capability provides visibility to data joined between multiple tables? A. Database Views A. Database Views (Pg. 201) B. Metric Tables 4 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. Published Reports D. Custom Tables E. Breakdown Sources What tools are available to the assignee to help resolve an Incident? (Choose two.) A. Knowledge Articles B. Workarounds A. Knowledge Articles B. Workarounds (Pg. 251) C. CI Class Manager D. Incident Overview Dashboard E. Enterprise CMDB Dashboard When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number? A. New incident is created from the mes- A. New incident created from the mes- sage sage B. New interaction is created from the (Pg. 264) message C. Email is rejected and auto-reply sent to sender D. New case is created from the mes- sage Under what circumstances, should you use the Communicate workaround Re- lated Link on the Problem record? A. The workaround is helpful information A. The workaround is helpful information for the Callers on the Problem's related for the Callers on the Problem's related Incidents (open) Incidents (open) B. The workaround should be published to a knowledge article, visible from the (Pg. 190) portal C. The workaround is helpful information for the members of the Problem's As- signment Group 5 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt D. The workaround is helpful information for the members of the Problem's Work notes list Which interface is designed for tier 1 IT agents who solve internal or external customer issues? B. IT Service Management Workspace (Agent Workspace) A. ITSM Dashboard B. IT Service Management Workspace (Pg. 316) (Agent Workspace) C. ITIL Homepage D. Incident Overview When using Agent assist in the Agent workspace, what are examples of pos- sible solutions can be automatically searched and displayed? (Choose five.) B. Knowledge D. Problems A. Runbook Actions E. Changes B. Knowledge F. Cases C. SQL Queries G. Incidents D. Problems E. Changes F. Cases G. Incidents Which module is a useful starting point for a manager to view current state oper- ational information for Incident manage- ment? B. Incident > Overview A. CMDB Health Dashboard (Pg. 320) B. Incident > Overview C. Manager Workspace D. Critical Incidents Map The Problem table is extended from what table? A. Task A. Task B. Major Incident 6 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. Outage D. Problem Task E. Incident The Problem Manager wants the Prob- lem Coordinators to be able to Re-ana- lyze a Completed Problem.Which mod- ule could they use to make this change? A. Problem > Administration >> Problem Properties A. Problem > Administration » Problem Properties (Pg. 347) B. System UI > UI Action Groups C. State Management > State Models D. System UI > Form Actions E. System UI > UI Actions Your Problem Manager has a structured problem management process, which in- cludes a final review of the solution im- plemented 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 au- E. Flow Designer tomatically created and assigned to the Problem assignee.What feature would (Pg. 359) you use to meet this requirement? A. State Model B. Workflow Dashboard C. Action Modeler D. Task Creator E. Flow Designer Your customer needs help defining Cat- egory values for the Problem records. What approach should you suggest? B. Define categories based on the cus- (Choose two.) tomer's CMDB classes C. Re-use existing categories from inci- A. Re-use existing categories from lega- dent management cy systems B. Define categories based on the cus- 7 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt tomer's CMDB classes C. Re-use existing categories from inci- dent management (Pg. 344) D. Define categories based on ITIL prob- lem taxonomy 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 prob- B. Fix is writter to the Work notes fiedl lem, which is On Hold, Awaiting Problem on any incident associated with the prob- B. Fix is written to the Work notes field lem, which is Active. on any Incident associated with the prob- lem, which is Active (Pg. 356) C. Fix is written to the Comments field on any Incident associated with the prob- lem, which is Active D. Fix is written to a draft Knowledge article Users with which role can Communicate a workaround or fix? (Choose two.) B. problem_coordinator D. problem_admin A. itil_admin B. problem_coordinator (Pg. 337) C. problem_task_analyst D. problem_admin When a user clicks on the Communicate workaround UI action on the Problem form, what happens? D. Workaround is written to the Work A. Workaround is written to the Com- notes field on any open incident associ- ments field on any open Incident asso- ated with the problem. ciated with the problem B. Workaround is written to the (Pg. 355) Workaround field on any incident asso- ciated with the problem C. Workaround is written to a draft 8 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Knowledge article D. Workaround is written to the Work notes field on any open Incident associ- ated with the problem A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Relat- ed Links on the Problem form.What do you recommend that they confirm, be- fore submitting the bug report? (Choose B. Tester is impersonating the assignee, two.) which has the problem_coordinator role D. The Fix notes field is filled in and saved A. Tester is impersonating a user with communications.manager role (Pg. 337) B. Tester is impersonating the assignee, which has the problem_coordinator role C. Tester is impersonating a user with problem_coordinator role D. The Fix notes field is filled in and saved Problem and Problem Task records, move automatically from New to As- sess states, when which fields are filled? B. State (Choose two.) C. Assigned to A. Short Descriptor (Pg. 353) B. State C. Assigned to D. Configuration Item On a Change Approval Definition record, what does the 'wait for' condition define? C. The number or percentage of users A. Whether the change approval is sent from the approval groupthat must ap- to an individual user or a group prove the change B. The state the change must be in be- fore the approval notifications can be (Pg. 434) sent C. The number or percentage of users 9 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt from the approval group that must ap- prove the change D. The fields that must be populated be- fore the approval can be requested In what table are Change records stored? C. Change Request [change_request] A. Change [change_task] B. Change Request [rfc] (Pg. 390) C. Change Request [change_request] D. Change [change] E. Change [task_change] Risk is configured by default, to calcu- late 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? E. Update the Risk Condition for Insuffi- A. Update the Risk Property for Insuffi- cient lead time cient 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 Insuffi- cient lead time How are Releases related to Projects? A. Project tasks and Release tasks are B. Projects can be part of one or more interchangeable releases B. Projects can be part of one or more releases (Pg. 485) C. Project features are components of a release D. Projects need to be completed before 10 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt releases can be defined E. Projects are used to do root cause analysis for releases What baseline Change Flows support the baseline Normal Change model? A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation A. Change - Normal - Assess, Change tasks - Normal - Authorize, Change - Normal B. Change - Normal - New, Change - - Implement Change - Implementation Normal - Review, Change - Normal - tasks Close, Change - Implementation tasks C. Change - Normal - New, Change - (Pg. 444) Normal - Assess, Change - Normal - Im- plement, Change - Implementation tasks D. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks Which of the following Change Task Types are available by default? (Choose three.) A. Planning A. Planning B. Testing B. Testing C. Review C. Review D. Deployment E. Verification What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests? A. Populate Assignment Group based on A. Populate Assignment Group based on CI/SO CI/SO B. Auto-populate ITSM Assignment (Pg. 290) Groups C. ITSM Assignment Lookup Rule D. Automatic Assignment for ITSM 11 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a par- ticular meeting agenda? (Choose two.) A. Change requests meeting different conditions, like Risk level or Type A. Change requests meeting different B. Change requests planned within a cer- conditions, like Risk level or Type tain date range B. Change requests planned within a certain date range (Pg. 450-451) C. Use any of the options on the Agenda Criteria Tab D. Change requests for a certain Change Flow Definition 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 A. Use the Pin feature suggest to make it easier for the change user? (Pg. 397) A. Use the Pin feature B. Make a Favorite C. Use the keyword search D. Drag the change tile to the Navigation pane Roles control which users can per- form which actions on a change record. What are actions, which cannot be per- formed by anyone, even an administra- A. Update Change Type on an existing tor? (Choose two.) change record C. Delete a Standard Change Template A. Update Change Type on an existing change record (Pg. 392) B. Delete a Change record C. Delete a Standard Change Template D. Delete CAB Definition 12 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt In the baseline Change - Normal mod- el how can Change Tasks be added? (Choose two.) A. Automatically via the Change - Imple- A. Automatically via the Change - Imple- mentation subflow mentation subflow B. Manually by the user during New, As- D. Manually by the user during all states, sess, and Authorized states except Closed or Canceled C. Automatically depending on the cate- gory selected on the Change Request D. Manually by the user during all states, except Closed or Canceled In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the imple- mentation and testing tasks, if they have not been closed. A. They are automatically canceled A. They are automatically canceled B. They are automatically closed (Pg. 448) C. They are automatically assigned to the Change assignee and closed D. An error displays, requiring that the Tasks be closed before moving to Re- view On the Unauthorized Change Proper- ties module what can you configure? (Choose two.) A. Enable/Disable creation of Unautho- rized changes A. Enable/Disable creation of Unautho- D. CI classes to monitor rized changes B. Maximum number of unauthorized (Pg. 404) change records for a CI C. Unauthorized Change Dashboard D. CI classes to monitor How do you describe the relationship be- tween a Knowledge article and a Knowl- edge base category? 13 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. Articles can only be published to one category A. Articles can only be published to one B. Articles must be published to at least category one category C. Articles must be approved by the se- (Pg. 220) lected category owner D. Articles can be published to a catego- ry and subcategory What are the different ways a user can provide feedback on a knowledge arti- cle? (Choose four.) B. Comment on Article A. 10 Star scale C. Helpful? B. Comment on Article D. Flag Article C. Helpful? E. 5 Star scale D. Flag Article E. 5 Star scale F. Pin Article When using the Knowledge - instant Re- tire workflow, how does the Valid to date enact a Knowledge article? A. On Valid to date, article is automatical- A. On Valid to date, article is automatical- ly retired ly retired B. On Valid to date, retire notification is (Pg. 228/232) sent to the Knowledge article author C. On Valid to date, retire notification is sent to the Knowledge base owner D. On Valid to date, the article is archived In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifica- A. catalog_admin tions to this home page, to add, remove E. admin and re-arrange the categories. Users with what roles can make these edits? (Choose two.) 14 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. catalog_admin B. sc_catalog_admin C. catalog_editor (Pg. 108) D. sn_catalog_homepage_write E. admin What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile? D. Order Guide A. Knowledge item (Pg. 142) B. Record Producer C. Catalog Item D. Order Guide E. Content Item Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record op- erations with little to no code? C. Flow Designer A. Workflow Mapper (Pg. 178) B. Workflow Manager C. Flow Designer D. Flow Dashboard E. Process Designer What process is responsible for defining and managing the lifecycle of all cata- log items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent D. Service catalog management source of data is provided? (Pg. 103) A. Service portfolio management B. Catalog item management C. Service mapping D. Service catalog management 15 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Your customer needs different catalogs for:Human Resources - employee facing - for submitting requests to HRCustomer - external customer facing - for ordering company products and servicesWhen these catalogs are created, in which table would the definition be stored? B. Catalog [sc_catalog] A. Business Services Catalog [bs_cata- log] B. Catalog [sc_catalog] C. Service Portfolio Catalog [sc_portfo- lio] D. Service Offering Catalog [sn_offering] When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items? A. Manager A. Manager B. Contributors C. Owner D. Editors Which type of catalog item may be found in a Service Catalog? A. Requested Items B. Record Producers B. Record Producers C. Categories D. Execution Plans Which of the following are users able to do when configuring stages in Flow B. Create any number of stages Designer? (Choose two.) C. Import a copy of a pre-defined stage set A. Display the stages to the requester B. Create any number of stages (Pg. 176) C. Import a copy of a pre-defined stage 16 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt set D. Define the stage set in a subflow When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog? A. Editors A. Editors B. Item Admins C. Item Owners D. Authors When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.) B. Keep the number of top-level cate- A. Align categories with CMDB classes gories to 8-10 where possible D. Do not go too deep with subcate- B. Keep the number of top-level cate- gories: go only 1-2 levels deep gories to 8-10 C. Remember that items can only be as- (Pg. 123) signed to one category D. Do not go too deep with subcate- gories: go only 1-2 levels deep 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 A. The approver can use the Delegate the office. module to assign a person to approve on What can you suggest to alleviate this their behalf, while they are away from the concern? (Choose two.) office C. The approval can be defined as a A. The approver can use the Delegate group approval, where any member of module to assign a person to approve on the group can approve their behalf, while they are away from the office B. The approver can set their approval notifications to forward to their personal email address 17 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. The approval can be defined as a group approval, where any member of the group can approve D. The approver can set their ap- proval notifications to auto-reply with "approved" in the subject line Released in Quebec, what tool enables you to delegate the creation and mainte- nance of common and simple use case Catalog Items to business users? D. Catalog Builder A. Catalog Wizard B. Catalog Designer C. Catalog Item Builder D. Catalog Builder Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combi- nation of state and stage fields. Which status field is set by the flow? A. Stage on Requested item A. Stage on Requested item B. Status on Request C. State on Catalog Task D. State on Requested Item Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes A. Service Catalog and Request Mgmt - and decisions from the workshop. Workshop Preparation Guide What Now Create assets do you recom- B. Service Catalog and Request Mgmt - mend they review, to prepare? (Choose PRocess Guide two.) (Pg. 19/118) A. Service Catalog and Request Mgmt - Workshop Preparation Guide B. Service Catalog and Request Mgmt - 18 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Process Guide C. IT Service Management - Typical Challenges and Remediation D. ITSM - Business Outcomes and Cor- responding KPIs Which role would give you access to the CI Class Manager? A. ecmdb_admin A. ecmdb_admin B. ecmdb C. class_manager D. sn_class_manager What module do you use to change the setting for the time between incident Resolution and Closure? A. ITSM Properties D. Incident Properties B. System Settings C. Incident Settings D. Incident Properties E. Resolution Properties By default, when using Inbound actions, what happens if an email is received which has an Incident watermark? A. Incident SLA clock is un-paused B. Incident record is updated, per the B. Incident record is updated, per the action's script action's script C. Auto-reply sent to sender, recom- mending they use Portal chat D. Incident record is re-set to state = attention required When using the Email Client, what is the difference between an Email Template and a Quick Message? A. Email Templates are like forms that can be sent to the caller for completion; 19 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Quick Messages are primarily used by the Chat Bot B. Email Template is defined and auto- matically applied when the email form launches; Quick Messages are defined B. Email Template is defined and auto- and then can be manually applied by the matically applied when the email form user launches; Quick Messages are defined C. Email Templates are included with and then can be manually applied by the ITSM; Quick Messages are new with Ma- user chine Learning D. Email templates are defined by users with admin role; Quick Messages are de- fined by users with quick_message_ad- min role Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this require- ment? (Choose two.) A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of A. Modify the Incident Lifecycle flow to the Updated date trigger from the Resolved date instead of C. From the Incident Properties applica- the Updated date tion, set Enable auto closure of incidents B. Update the incident_close UI action based on Resolution date to Yes. script C. From the Incident Properties applica- (Pg. 313) tion, set Enable auto closure of incidents based on Resolution date to Yes D. Modify the Incident Lifecycle flow to expire after 7 days What tools are available to the assignee to help resolve an Incident? (Choose two.) A. Known Errores A. Known Errors B. Resolutions from similar incidents B. Resolutions from similar incidents C. CI Class Manager D. Incident Overview Dashboard E. Enterprise CMDB Dashboard 20 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Cat- alog capability can you use to generate these records? D. Record Producers A. Execution Plans B. Content Items C. Catalog Items D. Record Producers Which type of catalog item may be found in a Service Catalog? A. Requested Items B. Order Guides B. Order guides C. Categories D. Execution Plans From which table, is the Incident table extended? A. Task [task] A. Task [task] B. Task [sn_task] C. Ticket [ticket] D. Work [sn_work] What optional Incident table is extended from the Task table? A. Child Incident [incident_child] C. Incident Task [incident_task] B. Major Incident [major_incident] C. Incident Task [incident_task] D. Parent Incident [incident_parent] Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this ap- A. Too many options many confuse users proach? (Choose two.) and increase mis-categorization A. Too many options may confuse users and increase mis-categorization 21 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt B. Choices have no additional metadata to drive process B. Choices have no additional metadata C. It is difficult to implement to drive process D. It is not part of the baseline instance When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.) A. If selected CI does not have an Own- B. If selected CI has a Support group, er group, write the Support group from write that group to the Assignment group the Service Offering to the Assignment field group field D. If selected CI does not have a Sup- B. If selected CI has a Support group, port group, write the Support group from write that group to the Assignment group the Service Offering to the Assignment field group field C. If selected CI has an Owner group, write that group to the Assignment group (Pg. 290) field D. If selected CI does not have a Sup- port group, write the Support group from the Service Offering to the Assignment group field On an incident record, where are the fields that appear on the caller lookup select box defined? A. The Caller lookup field on the [user] B. The ref_ac_column attribute from the table dictionary entry B. The ref_ac_column attribute from the dictionary entry (Pg. 265) C. The ref_contributions attribute on the caller lookup form D. The form design of the caller lookup form Where do you enable the Search as fea- ture for an incident? 22 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. incident.deflection system property C. Related Search Results table configu- B. Incident Properties application ration C. Related Search Results table config- uration (Pg. 270) D. Incident form design If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action? A. The agent is prompted to select the B. The Assignment group field is populat- Assignment group ed with agent's user group B. The Assignment group field is populat- ed with agent's user group (Pg. 289) C. An error is displayed indicating the Assignment group field must be populat- ed before executing the Assign to me UI action D. The Assignment group field remains empty A problem record is the Parent to what record? A. Known Error D. Problem Task B. Workaround C. Major Incident D. Problem Task E. Related Incidents When you create a problem from an in- cident, impact, urgency and priority are automatically populated, from the inci- dent record. Your problem management process owner wants the problem man- B. Problem > Administration > Problem ager to be responsible for assessing the Properties 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 23 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt adjustment? A. System Policy > Rules > Priority Lookup Rules B. Problem > Administration > Problem (Pg. 347) Properties C. ITSM > Administration > Properties D. Incident > Administration > Incident Properties As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states? C. New to Assess A. Assess to Work in Progress (Pg. 353) B. On Hold to Work in Progress C. New to Assess D. Draft to Assess E. Work in Progress to Closed A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports? A. Submit a New Report Request via the C. Go to Reports > View/Run > All, then service catalog search for Problem reports B. Take the Performance Analytics fun- damentals course C. Go to Reports > View/Run > All, then search for Problem reports D. Submit a request for the sn_re- port_creator role E. Turn on data collection jobs Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst 24 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt cannot. How do you explain this? A. The technical resources working on the problem investigation are focused on the technical details, and may provide in- A. The technical resources working on formation that is not useful for the callers the problem investigation are focused on B. The problem coordinator is the only the technical details, and may provide in- role with the ability to recall a message formation that is not useful for the callers C. The problem coordinator is respon- sible for approving or rejecting the pro- posed message D. The message will be automatically dis- played on the Portal A user wants to know what makes the Known Error knowledge base in Servi- ceNow different from all other knowledge bases. How should you respond? A. The Known Error knowledge base documents problems that are under in- vestigation, but not yet have a root cause D. The Known Error knowledge arti- B. Only users with sn_known_er- cles use a template, which includes the ror_write can create Known Error arti- Workaround and the Cause cles C. Users with sn_problem_write can cre- ate known error articles, but not articles for other knowledge bases D. The Known Error knowledge arti- cles use a template, which includes the Workaround and the Cause Problem management provides what benefits for Incident management? (Choose two.) A. Solutions implemented to reduce fu- ture incidents A. Solutions implemented reduce future B. Published workarounds help quickly incidents resolve incidents B. Published workarounds help quickly resolve incidents 25 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. Problem investigations automatically triggered for multiple user incidents D. Incident managers authorize problem investigations 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? A. The article is in draft state, but has not A. The article is in draft state, but has not been published been published B. The Problem Management Best Prac- tice - Madrid - Knowledge Integration plugin has not been activated C. The user criteria on the knowledge base is incorrect D. The tester is not impersonating an itil user Where can a change manager define the conditions that must be met before a change request can move from one state to another? A. Model State Transition Conditions A. Model State Transition Conditions (Pg. 402) B. Dictionary Overrides C. State choices D. State conditions Where can a change manager define the interval frequency for unauthorized change detection? C. Unauthorized Change Properties A. The ci.change.unplanned business module rule B. Event Processing Properties module (Pg. 404) C. Unauthorized Change Properties module D. Unauthorized change flow 26 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Prior to Quebec, when you click Change > Create New, which page is displayed? E. Change Interceptor A. Change Landing Page B. Change Form (Pg. 397) C. Change Catalog D. Change Wizard E. Change Interceptor Inside a change flow, you can auto- mate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called? A. Flow Actions A. Flow Actions B. Flow Activities C. Flow Steps D. Action Pills E. Flow Tasks On the Release record, what are the available options on the Release phase list? A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Accep- D. Requirement Gathering, Design, De- tance, Pilot velopment, Build, Deployment, QA, User B. Scoping, Design, Develop, Deploy- Acceptance ment, Unit Testing, Integration, Pilot C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance D. Requirement Gathering, Design, De- velopment, Build, Deployment, QA, User Acceptance You have created a new Change model and added a new Approval Policy for that model. But the newly defined approval is not triggering. What could cause this issue? 27 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. The business rule "Apply approval pol- icy" on the change_request table has not been updated to include the new Ap- proval Policy. B. The "Apply Change Approval Policy" B. The "Apply Change Approval Policy" action in the flow created for the new action in the flow created for the new change model does not reference the change model does not reference the new Approval Policy. new Approval Policy. C. The workflow that triggers the Ap- proval Policy for the new model has not been created using the workflow editor. D. The system property "glide.ui.ap- proval.policies" has not been updated to include the new Approval Policy. In the Quebec release of Change man- agement, what new architectural fea- tures were added? A. Catalog builder and Change Designer C. Change Models, Change Flows and B. Change Flows, Change Designer and State Transition Models Change Approval Matrix C. Change Models, Change Flows and State Transition Models D. Change PIR Assessments, Change Designer and Change Approval Policies In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? B. One Change can e submitted for mul- (Choose three.) tiple CI's C. Changes should reference at least A. The CI Manager is part of the change one CI approval workflow E. A CI can be affected by a change, even B. One Change can be submitted for mul- if it is not the CI being changed tiple CIs C. Changes should reference at least (Pg. 333,396,408,410) one CI D. The CI Support Group is responsible 28 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt for change implementations E. A CI can be affected by a change, even if it is not the CI being changed In Change management, what allows customers to define condition based flows for a fit for purpose model? A. State Transition Models A. State Transition Models (Pg. 389/398) B. State Flows C. Workflows 2.0 D. Conditional Change Models By default, a business rule, causes the Assignment group to be automatically set. How is the group identified? A. Change group on CI record, or if emp- D. Support group on CI record, or if emp- ty, the Change group on the Service of- ty, the Support group on the Service of- fering fering B. Support group on CI record, or the default assignment group for the user (Pg. 290) C. Support group on CI record, or if emp- ty, the Support group on the Service D. Support group on CI record, or if emp- ty, the Support group on the Service of- fering 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 A Change Landing Page B. Change Overview C. Change Interceptor D. Change Catalog Which Change request fields are used in conflict detection? (Choose three.) 29 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. CI Business criticality B. Planned end date B. Planned end date C. Risk D. Planned start date D. Planned start date E. Configuration item E. Configuration item What types of Conflicts are detected automatically on the Change request? (Choose three.) B. Conflict with Blackout Schedule A. Conflict with Assignee Shift Schedule D. Another change for the same CI, at the B. Conflict with Blackout Schedule same time C. Conflict with Company Holiday Sched- E. Conflict with Maintenance Window ule D. Another change for the same CI, at the same time E. Conflict with Maintenance Window How are Releases related to Changes? A. Releases are comprised of one or more Changes B. Changes are comprised of one or A. Releases are comprised of one or more Releases more changes C. Releases are implemented prior to Changes D. Changes are implemented prior to Re- leases Which workflow is defined as: Requests approval from a manager of the knowl- edge base before moving the article to the retired state. The workflow is can- celed and the article remains in the pub- lished state if any manager rejects the C. Knowledge - Approval Retire request. A. Knowledge - Article Retire B. Knowledge - Retire Authorize C. Knowledge - Approval Retire D. Knowledge - Retire-Approval Re- 30 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt quired E. Knowledge - Instant Retire What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article? C. Templates A. Article designer B. Coaching loops C. Templates D. Article layout Which of the following roles has the abil- ity to create and manage user criteria for service catalogs? A. catalog_admin A. catalog_admin B. itil_admin C. catalog_manager D. catalog_criteria_admin E. catalog_criteria_manager Which catalog property allows users to save partially-completed requests to complete and submit at a later time? B. Enable wish list A. Edit cart layout B. Enable wish list C. Enable cart save D. User partial save Once a Catalog Item has been request- ed, what mechanism determines the ap- provals, and tasks that are triggered in the application? B. Flows A. Processes B. Flows C. Procedures D. Actions E. Scripts 31 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Unless there are particular security re- quirements, what role is given to users that perform request fulfillment work? A. itil A. itil B. task_worker C. sc_fulfiller D. catalog_fulfiller E. fulfiller Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the con- struction requests. The guidelines are extensive for how to complete the con- struction request documentation. Your customer wants the catalog to con- tain two items: 1. Construction request C. Content Item 2. Getting Started with Construction Re- quests (Pg. 143) The Getting Started Item should contain a link to a Knowledge Article. What type of item would you use to satis- fy the requirement for the Getting Started Item? A. Knowledge Item B. Record Producer C. Content Item D. Order Guide E. Catalog Item What is an example of a good use case for an Order Guide? A. Order a set of Dishes A. Order a set of Dishes (Pg. 142) B. Order a Custom Automobile 32 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. Order a Technical Consultation D. Order a Couch E. Order a case of Laundry Soap Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement? A. On the Cart Layout, Columns tab, un- C. On the Catalog Item, Advanced View, select Quantity column unselect Use cart layout, select No quan- B. On the Catalog Item, Columns tab, tity unselect Quantity column C. On the Catalog Item, Advanced View, (Pg. 132) unselect Use cart layout, select No quan- tity D. On the Catalog, Advanced View, uns- elect Use cart layout, select No quantity E. On the Catalog Item, Cart Layout Re- lated List, set the Quantity record to In- active A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement? A. Build report on SC Task table, Group B. Build report on Requested Item table, by Variables for Computer > Extra mem- Group by Variables for Computer > Extra ory memory B. Build report on Requested Item table, Group by Variables for Computer > Extra memory C. Build report on Task table, Group by Variables for Computer > Extra memory D. Build report on Request table, Group by Variables for Computer > Extra mem- 33 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt ory E. Build report on Catalog Item table, Group by Variables for Computer > Extra memory Which record type would you use for an Ask a Question form that would generate an Incident? A. Record Producer A. Record Producer B. Order Guide (Pg. 144) C. Linked Item D. Catalog Item E. Content Item Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts A. Quantity settings? (Choose two.) C. Price A. Quantity (Pg. 132) B. Requested by C. Price D. Shipping Address Your customer wants a catalog to contain two items: 1. A request with 1 approval and 2 fulfill- ment tasks 2. A link to a knowledge article What type of item would you use to sat- isfy the requirement for the Construction A. Catalog Item request? A. Catalog Item B. Content Item C. Record Producer D. Order Guide When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose 34 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt two.) A. Sets of Variables A. Sets of Variables B. Entitlements D. Flows and Subflows C. Icons D. Flows and Subflows Which record type would you use for a Computer request? A. Record Producer B. Catalog Item B. Catalog Item C. Content Item D. Order Guide What are the different ways a user can lo- cate items in a service catalog? (Choose A. Use the search on catalog or portal two.) B. Navigate through the categories A. Use the search on catalog or portal (C is also correct in the event that your B. Navigate through the categories catalog has those widgets. weird ques- C. Use the Top Request or Popular Items tion) widget D. Use the application navigator Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on B. Use the Principal CI class checkbox, the Incident. Problem and Change forms. to identify the CI classes that they want What do you recommend to your cus- visible on the Incident, Problem, and tomer? Change forms A. Add a Show field to the base cmdb (Pg. 40) table: Check the Show box on those CI records they want to display; make refer- ence qualifier to display only the CIs with show=true B. Use the Principal CI class checkbox, 35 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt to identify the CI classes that they want visible on the Incident, Problem, and Change forms C. Create an Access control to hide the unnecessary CIs from the itil users D. Make a show/hide UI action to show only the desired CIs to the itil users Incidents are stored in what table? A. Incident [sn_task_incident] B. Incident [incident] B. Incident [incident] C. Incident [task_incident] D. Incident [sn_incident] Incidents can be created and man- aged in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples in- clude: Default Major incidents Self Service E. Views Mobile What are these UI layouts called in the Now Platform? A. Form Layouts B. Workspaces C. Forms D. Form Designs E. Views The Major Incident Management (MIM) application is linked to the Incident man- agement process, but the records have an additional set of States. What are these MI States? A. Proposed, Accepted, Rejected, Can- 36 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt celled B. Proposed, Accepted, Rejected, Re- opened A. Proposed, Accepted, Rejected, Can- C. Proposed, Received, eCAB Con- celled vened, Closed D. New, Work in progress, Escalated, Communicated What would you use to create Incident records, based on email sent by users or systems? B. Inbound Flow Action A. Record Producer B. Inbound Flow Action C. Data Collection Job D. Transform Map What tools are available to the assignee to help resolve an incident? (Choose two.) A. Knowledge Articles A. Knowledge Articles B. Known Errors B. Known Errors C. CI Class Manager D. Enterprise CMDB Dashboard E. Incident Overview Dashboard When you activate the ITSM Roles plu- gin, what additional granular roles are created for the Incident application? (Choose two.) B. sn_incident_read C. sn_incident_write A. sn_incident_update B. sn_incident_read C. sn_incident_write D. sn_incident_insert What are some good practices for guid- ing your customers' use of Notifications? (Choose three.) A. Make sure Notification requirements 37 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt and test plans are in the project scope from the start B. Get input from Marketing department, A. Make sure Notification requirements regarding format of customer/caller fac- and test plans are in the project scope ing notifications from the start C. Use templates to ensure consistency B. Get input from Marketing department, and ease of configuration regarding format of customer/caller fac- D. Use incident.itil.role template as the ing notifications master template to build all other ITSM C. Use templates to ensure consistency templates and ease of configuration E. When possible, maximize the quantity of email updates to customers Your customer wants to use Incident Tasks on Incident records. But for effi- ciency reasons, they want to automati- cally close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.) C. On Incident Properties, for Close open Incident Tasks when Incident is closed or A. On Incident Properties, for Autoclose canceled, select Yes Incident Tasks, select Yes D. Enable system property com.snc.inci- B. Edit system property com.snc.inci- dent.incident_task.closure dent.autoclose.basedon.resolved_at C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes D. Enable system property com.snc.inci- dent.incident_task.closure Incident management includes limited functionality for what advanced reporting capability? B. Performance Analytics A. Analytics Dashboards (Pg. 320) B. Performance Analytics C. Machine Learning Metrics D. KPI Reports 38 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Your client indicates they would like a way to designate VIP callers on an in- cident form. How would you accomplish this? C. Vip Flag Field Style A. VIP Flag dictionary entry (Pg. 265) B. VIP Flash action script C. VIP Flag field style D. VIP Flag reference decorator What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table? A. The default view of the User form is displayed A. The default view of the User form is displayed (Pg. 266) B. An error is displayed C. Only dot-walked fields will be dis- played D. There will be no reference icon if there is no sys_popup defined 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? A. An error is displayed indicating the B. The agent is prompted to select the agent must manually assign the incident Assignment group B. The agent is prompted to select the Assignment group (Pg. 289) C. The Assignment group field automat- ically populates with the agent's primary group D. The Assignment group field will not populate Where are the timeframe conditions for sending an SLA breach warning notifica- 39 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt tion defined? B. Default SLA Flow A. SLA definition record B. Default SLA flow (Pg. 292) C. SLA Properties application D. SLA trigger conditions Your customer wants to give secure ac- cess to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement? B. sn_problem_read A. sn_business_user B. sn_problem_read C. sn_service_owner D. sn_problem_write E. sn_problem_business_user A new Problem Coordinator accidental- ly created several problem investigations that need to be deleted. What role is required to delete a problem record? D. problem_admin A. sn_problem_delete (Pg.337) B. itil_manager C. problem_manager D. problem_admin E. problem_coordinator A tester has submitted a bug report, be- cause at no point in the Problem life- cycle, does the Create Known Error ar- ticle link appear under Related Links. A. The Problem Management Best Prac- Also, they notice there is no Known Error tice - Madrid - Knowledge Integration plu- knowledge base in the instance. What might be the cause of this? A. The Problem Management Best Prac- 40 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt tice - Madrid - Knowledge Integration plugin has not been activated B. The customer did not pay the bill for Knowledge management gin has not been activated C. Tester is not impersonating Problem Coordinator (Pg. 357) D. The sn_known_error_write role is re- quired to see the Create Known Error article link E. The requirement was not in the stories A new problem manager wants a high level view of the activities in problem management.What module do you rec- ommend? B. Problem > Overview A. Problem > Homepage B. Problem > Overview C. ITIL Manager > Homepage D. Problem > Process Health Dashboard E. Problem > Dashboard Why don't Problem records automatical- ly move from Resolved to Closed after the fix is implemented? A. It is designed to follow the ITIL4 stan- dard D. It is good practice to monitor fixes im- B. There is a scheduled job that auto- plemented, to ensure the underlying is- matically moves Resolved problems to sues are resolved, before closing a prob- Closed after 7 days lem record C. There is no Closed state. Problem records are moved to Completed D. It is good practice to monitor fixes im- plemented, to ensure the underlying is- sues are resolved, before closing a prob- lem record In the life of a Problem record, there are opportunities to click the Re-Analyze but- ton and move backwards in the lifecycle. 41 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt When you click the Re-Analyze button, what state is set on the problem record? A. Assess C. Root Cause Analysis B. Draft C. Root Cause Analysis D. Fix in Progress The key stakeholder for your ITSM imple- mentation wants to have SLAs on every Task record. What advice do you give regarding SLAs on Problem records? A. SLAs are essential to problem man- B. SLAs may be counterproductive to agement, as support specialists need to problem management, as the key objec- quickly identify root causes tive is to permanently fix an error no mat- B. SLAs may be counterproductive to ter how long that may take problem management, as the key ob- jective is to permanently fix an error no matter how long that may take C. SLAs are available for problem man- agement, but require custom code D. SLAs are recommended in the ITIL framework for problem management What are two effective measures of per- formance for the Problem Management process? (Choose two.) A. Problems older than 30 days by Prior- A. Problems older than 30 days by Prior- ity and State ity and State D. Average Problem Resolution Time B. Number of Problem that have Breached SLAs (Pg. 380) C. Percentage of Problem Resolution within SLA by Category D. Average Problem Resolution Time Your customer has an external sys- tem, which is used to perform changes. Your customer wants to capture these 42 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario? D. Change Registration A. Cloud Infrastructure B. Automated Changes C. Retroactive Changes D. Change Registration E. Unauthorized Changes Where are the technical approvals de- fined, that are executed in the Change - Normal - Assess flow? A. Change Approval Policy A. Change Approval Policy B. Change Assess Approval Subflow C. Change Approval Matrix D. Change Approval Subflow What is the trigger for the Change - Nor- mal - Assess Flow? A. A Change request using the Normal Change model is moved to the Assess state A. A Change request using the Normal B. A Change request using the Normal Change model is moved to the Assess Change model is created state C. A Change request using the Normal Change model is Low Risk, and is moved to the Assess state D. A Change request using the Normal Change model is Assigned to a group A CAB manager is looking for a way to make their CAB meetings more orga- nized and efficient. They want to be able to: Define CAB meeting agendas View change calendars 43 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Review, Approve or Reject changes di- rectly from the change application What feature would you recommend? E. CAB Workbench A. Change CAB Dashboard B. CMDB Health Dashboard C. CAB Taskboard D. Change Overview E. CAB Workbench What are the Release types available on the baseline release record? A. Standard, Normal, Prototype, Patch B. Major, Minor, Upgrade, Emergency, B. Major, Minor, Upgrade, Emergency, Maintenance, Patch Maintenance, Patch C. Standard, Normal, Emergency D. Alpha, Beta, Snapshot, Nightly, Mile- stone, Release Candidate On a Normal Change Model, what are some examples of the Model State Tran- sitions that are defined for the Authorize state? A. Authorize to Draft, Authorize to As- C. Authorize to Canceled, Authorize to sess, Authorize to Review New, Authorize to Scheduled B. Authorize to Implement, Authorize to Assess, Authorize to Review C. Authorize to Canceled, Authorize to New, Authorize to Scheduled D. Authorize to Scheduled, Authorize to Closed, Authorize to New What are the components of a Flow Ac- tion? C. Inputs, Action Steps, and Outputs A. Inputs, Processes, Subprocesses, and Outputs B. Processes, Subprocess and Action 44 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Steps C. Inputs, Action Steps and Outputs D. Indexes, Processes and Outputs What are key relationships between Change and Release Management? (Choose three.) B. Change includes planning and ap- A. Release management application is provals; Release includes building, test- required, to use the Change manage- ing and execution of changes ment application C. A Release can contain one or more B. Change includes planning and ap- Changes provals; Release includes building, test- E. Change management provides gover- ing and execution of changes nance, which includes Release manage- C. A Release can contain one or more ment Changes D. A Change can contain one or more (Pg. 386) Releases E. Change management provides gover- nance, which includes Release manage- ment In release management, what controls the movement of the state from Scoping to Awaiting Approval? A. Manual state selection A. Manual state selection B. Workflow C. State model D. Flow What are key relationships between Changes and Incidents? (Choose two.) A. Incidents autoclose upon closure of a B. Incidents can be caused by a Change related Change C. A Change can resolve Incidents B. Incidents can be caused by a Change C. A Change can resolve Incidents D. Incident owners are part of the change approval workflow 45 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt What are key relationships between Change and Problem records? (Choose two.) A. Changes which cause Incidents, B. A Problem can be solved by a Change should have an associated Problem C. A Change can cause a Problem B. A Problem can be solved by a Change C. A Change can cause a Problem D. A Problem must be associated with a Change, before it can be closed You have just released a new Change Model to the testers. Testers report they can see the old change models, but can- not see the new change model on the change landing page. What could cause this? B. New change model needs Active to be A. Testers need itil role to see the change set to True models B. New change model needs Active to be set to True C. New change models are only visible to Change Managers D. Workflow has not been published How are Features related to Products and Releases? A. Emergency releases can include products and features B. Products have associated features, B. Products have associated features, which are organized into releases which are organized into releases C. Features are included in releases, not associated with products D. Products use features to define re- lease types When a Service Desk agent shares a "How to" item with a customer, what type of record is being shared? 46 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. Knowledge article B. Content object A. Knowledge article C. Information item D. How to document What are the different ways a user can provide feedback on a knowledge arti- cle? (Choose four.) A. Helpful? A. Helpful? B. Flag Article B. Flag Article C. 5 Star scale C. 5 Star scale E. Comment on Artcle D. 10 Star scale E. Comment on Article F. Pin Article Where should an admin go to view all of the search queries entered by users in the knowledge search? D. Search logs application A. Knowledge queries application B. [kb_view] table C. [kb_feedback] table D. Search logs application Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item? B. onLoad A. onLaunch B. onLoad C. onSubmit D. onSave Which property on an order guide will pass variables from one item to another B. Cascade Variables item with equivalent variables? (Pg. 142) A. Waterfall Variables B. Cascade Variables 47 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. Share Variables D. Mirror Variables ServiceNow contains a resource with in- formation about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance tar- gets. E. Service Catalog What is this resource called? A. Service Portal B. Service Dashboard C. Service Map D. Service One Stop Shop E. Service Catalog The ability to authorize requests is en- abled using a role which requires a user license. What is this role? A. approver_user A. approver_user B. sn_approval_write C. sc_approver D. approver Released in Quebec, what tool enables the creation of templates for Catalog Items? A. Template Builder D. Catalog Builder B. Catalog Wizard C. Catalog Template Library D. Catalog Builder E. Template Management Your customer would like to add a field to the Something is Broken record produc- er form. Which formatter would you use to add the field? 48 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. Form Designer B. Record Producer Form Designer C. Default Variables Editor C. Default Variables Editor D. Variable Designer E. Editor Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article? A. Knowledge Item C. Content Item B. Record Producer C. Content Item D. Order Guide E. Catalog Item On a request form, the requester needs to indicate when they need to receive the item. What Variable type would you use for this information? A. Date A. Date B. Due Date C. Date Picker D. Duration Which type of catalog item may be found in a Service Catalog? A. Requested Items B. Content Items B. Content Items C. Categories D. Execution Plans When a user submits a service request from a catalog, what actions are trig- gered, based on the flow definition? (Choose three.) A. Tasks 49 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt B. Access Controls A. Tasks C. Action Specs D. Notifications D. Notifications E. Approvals E. Approvals When building out a service catalog, cat- egorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain cate- gories? (Choose three.) A. catalog_admin C. catalog_manager A. catalog_admin D. catalog_editor B. itil_admin C. catalog_manager D. catalog_editor E. catalog_builder_editor When defining SLAs for the service cat- alog, at what level is the SLA typically defined? A. Requested Item A. Requested Item (Pg. 195) B. Request C. Service Catalog D. Catalog Task What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.) B. Workflow D. Flow A. Activity May B. Workflow C. State Transitions D. Flow Your customer wants to limit the users who are able to see internal Network requests, to members of the Network de- B. user_criteria_admin partment. C. catalog_admin Which roles would enable you to make these required changes? (Choose two.) 50 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt A. catalog_editor B. user_criteria_admin (Pg. 126) C. catalog_admin D. catalog_manager What should you use to capture data in a grid layout on a catalog item? A. Multi-row variable set A. Multi-row variable set B. Variable set C. Cascade variable D. Grid variable From a data model perspective, which table is the base class for the configura- tion management database? D. Base Configuration Item [cmdb] A. Configuration Item [cmdb_ci] (Pg. 33) B. Asset [asset] C. Base Item [cmdb_base_item] D. Base Configuration Item [cmdb] Which role has the ability to configure and manage Incident Management prop- erties? D. incident_manager A. incident_admin B. itil C. itil_admin D. incident_manager Which of the following options can a sur- vey administrator define on an individual survey? (Choose two.) A. The ability for end users to decline C. Trigger Conditions survey assignments D. Anonymize responses B. Number of survey reminder notifica- tions C. Trigger conditions D. Anonymize responses 51 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt How do you define the content that is tracked and displayed in all Incident record activity streams? A. Configure the Activity stream client D. Configure the available fields from the script Activity stream filter B. Configure the incident form design C. Configure the dictionary entry for the Activity stream D. Configure the available fields from the Activity stream filter Which table stores incident categories and subcategories? A. Category [sys_category] C. Choice [sys_choice] B. Task Category [task_category] C. Choice [sys_choice] D. Incident [incident] What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution? A. Publish Workaround A. Publish Workaround B. Document a Known error C. Complete Investigation D. Complete RCA E. Document Five Whys Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the prob- lem record. Which business rule already satisfies A. Populate Assignment Group based on this requirement? CI/SO A. Populate Assignment Group based on CI/SO B. Populate Assignment Group based on 52 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Cl Support Group C. Problem Assignment Group based on CI Support Group D. ITSM Best Practice Group Assign- ment Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.Which module should you use to locate and update the Priority Problem Lookup record? C. Data Lookup Definitions A. Priority Matrix B. Choice Lists C. Data Lookup Definitions D. Priority Rule Definitions The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This exam- ple is for Fix in Progress state: Label: Fix in Progress - Value: 104 - Constant Problem State STATES.FIX IN C. PROGRESS Problem- State.STATES.FIX_IN_PROGRESS Your customer wants to add a prerequi- site for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script? A. 104 B. "Fix in Progress" C. Problem- State.STATES.FIX_IN_PROGRESS 53 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt D. 104.Problem- State.STATES.FIX_IN_PROGRESS A problem investigation had been previ- ously closed, because the risk was ac- cepted, in favor of using the workaround, instead of applying the fix. After a cou- ple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis. What would be the next step for this prob- lem? B. Problem Manager clicks Re-Analyze on the Problem record A. If 7 days has passed, since the Prob- lem was closed, it cannot be re-opened B. Problem Manager clicks Re-Analyze on the Problem record C. Problem Assignee clicks Re-Open on the Problem record D. Administrator clicks Re-Open on the Problem Record Which baseline Change Flow automati- cally generates a Change task, for Post Implementation Review? A. Change - Emergency - Review A. Change - Emergency - Review B. Change - Emergency - Authorize C. Change - P1 - Review D. Change - Major Incident - Authorize E. Change - Emergency - PIR Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. B. Add a new Decision to the Normal What should you do to satisfy this re- Change Approval Policy quirement? A. Add a new Policy Input to the Normal 54 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Change Approval Policy B. Add a new Decision to the Normal Change Approval Policy C. Add a new Change Approval Policy D. Add a new Decision to the Normal Change Workflow What actions can a user with the itil_ad- min role take in support of Change Man- agement? (Choose three.) A. Manage Risk Assessments A. Manage Risk Assessments C. Manage Risk Conditions B. Delete CAB Definition D. Delete Change C. Manage Risk Conditions D. Delete Change E. Create and manage Approval Policies You have just upgraded your instance and have not migrated to multimodal change. Using the default settings, when you click on Change > Create new, what page displays? A. Change Interceptor A. Change Interceptor B. Change Form C. Change Landing Page D. Change Overview What is an example of a Key Perfor- mance Indicator for Change manage- ment that is included with Performance Analytics, but not available in Servi- ceNow reporting? (Choose two.) A. % Successful Changes C. % Unauthorized changes A. % Successful Changes B. Count of Completed Changes per (Pg. 456) Month, by Change Type C. % Unauthorized Changes D. Count of Completed Changes per Month, by Category 55 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement? A. Create a copy of the baseline Change - Emergency - Authorize Flow, and then A. Create a copy of the baseline Change edit the new copy - Emergency - Authorize Flow, and then B. Create a backup of the baseline edit the new copy Change - Emergency - Authorize Flow, and edit the baseline flow C. Deactivate the baseline Change - Emergency - Authorize Flow D. Unpublish the baseline Change - Emergency - Authorize Flow In Change Management, what does a Model State contain? (Choose two.) A. Model State transitions conditions D. Model State transitions A. Model State transitions conditions B. Model State properties (Pg. 398) C. Model State transition policies D. Model State transitions At which level can the type of knowledge feedback be enabled or disabled? A. Knowledge base A. Knowledge base B. Knowledge article C. Knowledge category D. Knowledge article template A customer wants to add a new Catalog Item to the Service Catalog. What process would be used to ensure D. Change Management the new item is authorized? (Gonna be real with you it could also be A. Fulfillment Management A. Unsure) B. Release Management C. Configuration Management 56 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt D. Change Management E. Catalog Management Which of the following cannot be defined or set through a Catalog UI Policy? A. Apply a requirement to all form views A. Apply a requirement to all form views B. Setting a variable to mandatory C. Reverse UI Policy if conditions are false D. Setting a variable to read-only When configuring stages in Flow De- signer, what are some of the options that can be done? (Choose two.) A. Stage labels and names can be A. Stage labels and names can be changed changed B. States for the requested item records D. Estimated durations can be set can be renamed C. Define a Service Level Agreement for a stage D. Estimated durations can be set How are Service Catalogs and Catalog Items related? (Choose two.) A. A catalog item can be associated with one or more service catalogs A. A catalog item can be associated with B. Access to catalog items is determined one or more service catalogs by the service catalog's assigned user C. Service catalogs may contain multiple criteria catalog items C. Service catalogs may contain multiple catalog items D. A catalog item can only be associated with one service catalog Which role has the ability to modify the cart layout? C. catalog_admin A. itil B. itil_admin 57 / 58  ITSM CIS Practice Study online at https://quizlet.com/_d0gxvt C. catalog_admin D. catalog_manager Which of the following elements are au- tomatically included in the name of the update set for items published via Cata- log Builder? (Choose two.) B. item name E. timestamp A. catalog(s) B. item name (Pg. 136) C. variables D. item author E. timestamp What would you use to define a common grouping of configuration items such as all web servers in Miami? D. Dynamic CI group A. CI class (Pg. 39) B. Dependent group C. CSDM component group D. Dynamic CI group 58 / 58