ServiceNow CIS-ITSM Exam Questions Free Practice Test

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Questions # 1:

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

Options:

If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field

If selected CI has a Support group, write that group to the Assignment group field

If selected CI has an Owner group, write that group to the Assignment group field

If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Expert Solution

Questions # 2:

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Options:

Publish Workaround

Document a Known error

Complete Investigation

Complete RCA

Document Five Whys

Expert Solution

Questions # 3:

On an incident record, where are the fields fiat appear on the caller lookup select box defined?

Options:

The ref_contributions attribute on the caller lookup form

The ref_ac_column attribute from the dictionary entry

The Caller lookup field on the [user] table

The form design of the caller lookup form

Expert Solution

Questions # 4:

Which Change request fields are used in conflict detection? Choose 3 answers

Options:

Planned end date

Planned start date

CI Business criticality

Configuration item

Risk

Expert Solution

Questions # 5:

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?

Options:

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

Tester is not impersonating Problem Coordinator

The customer did not pay the bill for Knowledge management

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

The requirement was not m the stories

Expert Solution

Questions # 6:

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?

Options:

The agent is prompted to select the Assignment group

The Assignment group field is populated with agent's user group

The Assignment group field remains empty

An error is displayed indicating the Assignment group field must be populated before executing the Assign to me Ul action

Expert Solution

Questions # 7:

How are Releases related to Changes?

Options:

Releases are implemented prior lo Changes

Releases are comprised of one or more Changes

Changes are implemented prior to Releases

Changes are comprised of one or more Release

Expert Solution

Questions # 8:

Which of the following are defined for a given change model?

Choose 3 answers

Options:

State transition conditions

State model

State transitions

Phase model

Phase transitions

Expert Solution

Questions # 9:

Prior to Quebec, when you click Change > Create New, which page is displayed?

Options:

Change Landing Page

Change Form

Change Catalog

Change Wizard

Change Interceptor

Expert Solution

Questions # 10:

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?

Options:

Proposed, Accepted, Rejected, Cancelled

Proposed, Accepted, Rejected, Reopened

Proposed, Received, eCAB Convened, Closed

New, Work in progress, Escalated, Communicated

Expert Solution

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