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

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Total 170 questions

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions

D.

Anonymize responses

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

A.

Cls defined directly in cmdb_ci_computer and all parent classes

B.

Just GIs defined directly in cmdb_cl_computer

C.

Cls defined directly in cmdb_ci_compulet and all child classes

ServiceNow contains a resource with information 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 targets.

What is this resource called?

A.

Service Portal

B.

Service Dashboard

C.

Service Map

D.

Service One Stop Shop

E.

Service Catalog

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

A.

Number of Problem that have Breached SLAs

B.

Average Problem Resolution Time

C.

Percentage of Problem Resolution within SLA by Category

D.

Problems older than 30 days by Priority and State

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple 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 problem?

A.

If 7 days has passed, since the Problem 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

Where should an admin go to view all of the search queries entered by users in the knowledge search?

A.

[KD_feedback] table

B.

[kb_view] table

C.

Knowledge queries application

D.

Search logs application

Which Service Portfolio Management phase does a service belong to when it is in operational state?

A.

Active

B.

Retired

C.

Catalog

D.

Pipeline

You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?

A.

Workflow has not been published

B.

Testers need itil role to see me change models

C.

New change models are only visible to Change Managers

D.

New change model needs Active lo be set to True

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

A.

itil_admin

B.

problem_coordinator

C.

problem_task_analyst

D.

problem_admin

A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

A.

Only users with sn_known_error_write can create Known Error articles

B.

The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause

C.

Users with sn_problem_write can create known error articles, but not articles for other knowledge bases

D.

The Known Error knowledge articles use a template, which includes the Workaround and the Cause