ServiceNow Certified Implementation Specialist - IT Service Management

QUESTION NO: 1
On an incident record, where are the fields that appear on the caller lookup select box defined?

A. The form design of the caller lookup form B. The ref_ac_column attribute from the dictionary entry C. The Caller lookup field on the [user] table D. The ref_contributions attribute on the caller lookup form

Correct Answer: B

QUESTION NO: 2
After publishing an item via Catalog Builder, the associated update set is set to which state?

A. Complete B. New C. Published D. In progress

Correct Answer: A

Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).

QUESTION NO: 3
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 Catalog B. Change Overview C. Change Interceptor D. Change Landing Page

Correct Answer: A

QUESTION NO: 4
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers

A. Changes should reference at least one CI B. One Change can be submitted for multiple Cls C. The Cl Support Group is responsible for change implementations D. A CI can be affected by a change, even if it is not the CI being changed E. The CI Manager is part of the change approval workflow

Correct Answer: A,B,D

QUESTION NO: 5
Which stale will a General Problem record automatically move through if the required fields are completed?

A. Root Cause Analysis to Fix in Progress B. Fix in Progress to Resolved C. Assess to Root Cause Analysis D. New to Assess

Correct Answer: D

QUESTION NO: 6
How is the Resource Management application activated?

A. Installed as part of Release Management plugin B. Installed automatically as part of new system C. Installed with PPM Standard plugin D. Installed as part of adding users

Correct Answer: C

QUESTION NO: 7
What function can a user with only the ITIL role perform in the Major Incident process?

A. Resolve a Major Incident B. Promote a Major Incident candidate C. Publish Major Incident communication updates D. Propose a Major Incident candidate

Correct Answer: D

QUESTION NO: 8
What defines the required approvals and the associated conditions for a change model?

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

Correct Answer: D

QUESTION NO: 9
By default, a business rule causes the Assignment group to be automatically set on a change request record.
How is the group identified?

A. Support group on CI record, or if empty the Support group on the Service offering B. Support group on CI record, or if empty, the Support group on the Service C. Change group on CI record, or if empty, the Change group on the Service offering D. Support group on CI record, or the default assignment group for the user

Correct Answer: B

QUESTION NO: 10
Which of the following are defined for a given change model?
Choose 3 answers

A. State transition conditions B. Phase transitions C. State transitions D. Phase model E. State model

Correct Answer: C,D,E

Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).

QUESTION NO: 11
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

A. Manage Risk Conditions B. Manage Risk Assessments C. Create and manage Approval Policies D. Delete CAB Definition E. Delete Change

Correct Answer: A,B,E

QUESTION NO: 12
Which of the following can leverage user criteria for controling access?
Choose 2 answers

A. catalog variables B. calalog topics C. catalog categories D. catalog taxonomy E. catalog items

Correct Answer: C,E

QUESTION NO: 13
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 the Incident. Problem and Change forms. What do you recommend to your customer?

A. Make a show/hide UI action to show only the desired CIs to the itil users B. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true C. Create an Access control to hide the unnecessary CIs from the itil users D. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms

Correct Answer: D

Explanation: Only visible for Pass4Test members. You can sign-up / login (it's free).

QUESTION NO: 14
When building multiple catalog items, which components would you evaluate for consolidation and re-use?
(Choose two.)

A. Entitlements B. Icons C. Flows and Subflows D. Sets of Variables

Correct Answer: C,D

ServiceNow Certified Implementation Specialist - IT Service Management - CIS-ITSM Exam Questions