Pass the ServiceNow CIS-Service Management CIS-ITSM Questions and answers with CertsForce

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Viewing questions 11-20 out of questions
Questions # 11:

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.)

Options:

A.

Service Catalog and Request Mgmt - Workshop Preparation Guide


B.

Service Catalog and Request Mgmt - Process Guide


C.

IT Service Management - Typical Challenges and Remediation


D.

ITSM - Business Outcomes and Corresponding KPIs


Expert Solution
Questions # 12:

A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?

Options:

A.

problem_admin


B.

problem_coordinator


C.

so_problem_delete


D.

RH_manager


E.

problem_manager


Expert Solution
Questions # 13:

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?

Choose 2 answers

Options:

A.

timestamp


B.

item author


C.

variables


D.

catalog(s)


E.

item name


Expert Solution
Questions # 14:

When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

Options:

A.

Stage labels and names can be changed


B.

States for the requested item records can be renamed


C.

Define a Service Level Agreement for a stage


D.

Estimated durations can be set


Expert Solution
Questions # 15:

What are the Release types available on the baseline release record?

Options:

A.

Standard, Normal, Prototype, Patch


B.

Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate


C.

Standard, Normal, Emergency


D.

Major, Minor Upgrade, Emergency Maintenance, Patch


Expert Solution
Questions # 16:

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

Options:

A.

It is designed to follow the ITIL4 standard


B.

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days


C.

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record


D.

There is no Closed state. Problem records are moved to Completed


Expert Solution
Questions # 17:

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

Options:

A.

Categories


B.

Content Items


C.

Requested Items


D.

Execution Plans


Expert Solution
Questions # 18:

What types of Conflicts are detected automatically on the Change request?

Choose 3 answers

Options:

A.

Conflict with Company Holiday Schedule


B.

Conflict with Blackout Schedule


C.

Conflict with Assignee Shift Schedule


D.

Conflict with Maintenance Window


E.

Another change for the same CI, at the same time


Expert Solution
Questions # 19:

What are some good practices for guiding your customers' use of Notifications?

Choose 3 answers

Options:

A.

When possible, maximize the quality or email updates to customers


B.

Use incident itil role template as the master template to build all other ITSM templates


C.

Get input from Marketing department, regarding format of customer/caller facing notifications


D.

Make sure Notification requirements and test plans are in the project scope from the start


E.

Use templates to ensure consistency and ease of configuration


Expert Solution
Questions # 20:

Which service types can be managed through the scope of Service Portfolio Management?

Choose 2 answers

Options:

A.

Business service


B.

Application service


C.

Mobile service


D.

Technical service


Expert Solution
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