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

Incidents are stored in what table?

In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

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?

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

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?

In Change management, what allows customers to define condition based flows for a fit for purpose model?

A new problem manager wants to know how in create reports for monitoring problem management activities.

What do you recommend they do before creating new reports?

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 construction requests. The guidelines are extensive for how to complete the construction request documentation.

Your customer wants the catalog to contain two items:

1. Construction request

2. Getting Started with Construction Requests

The Getting Started Item should contain a link to a Knowledge Article.

What type of item would you use to satisfy the requirement for the Getting Started Item?

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