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

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Total 170 questions

When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?

Choose 2 answers

A.

sn_incident_write

B.

sn_incident_insert

C.

sn_incident_update

D.

sn_incident_read

Released in Quebec, what tool enables the creation of templates for Catalog Items?

A.

Template Builder

B.

Template Management

C.

Catalog Wizard

D.

Catalog Builder

E.

Catalog Template Library

Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.

Which business rule already satisfies this requirement?

A.

Populate Assignment Group based on CI/SO

B.

Populate Assignment Group based on Cl Support Group

C.

Problem Assignment Group based on CI Support Group

D.

ITSM Best Practice Group Assignment

Which record type would you use for a Computer request?

A.

Record Producer

B.

Order Guide

C.

Catalog Item

D.

Content Item

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

A.

The ref_contributions attribute on 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 form design of the caller lookup form

When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

A.

New case is created from the message

B.

New incident created from the message

C.

New interaction is created from the message

D.

Email is rejected and auto-reply sent to sender

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

A.

Build report on SC Task table, Group by Variables for Computer > Extra memory

B.

Build report on Requested Item table, Group by Variables for Computer > Extra memory

C.

Build report on Task table, Group by Variables for Computer > Extra memory

D.

Build report on Request table, Group by Variables for Computer > Extra memory

E.

Build report on Catalog Item table, Group by Variables for Computer > Extra memory

When a user submits a service request from a catalog what actions are triggered based on the flow definition?

Choose 3 answers

A.

Approvals

B.

Notifications

C.

Tasks

D.

Action Specs

E.

Access Controls

Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

A.

VIP Flag reference decorator

B.

VIP flag dictionary entry

C.

VIP Flag field style

D.

VIP Flag action script

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

Choose 3 answers

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