Pre-Summer Sale Special Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: xmas50

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

ServiceNow CIS-ITSM Premium Access     Download Demo    
Page: 5 / 6
Total 197 questions

Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.

What should you do to satisfy this requirement?

A.

Add a new Policy Input to the Normal Change Approval Policy

B.

Add a new Decision to the Normal Change Approval Policy

C.

Add a new Change Approval Policy

D.

Add a new Decision to the Normal Change Workflow

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 customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

A.

Edit in Catalog Builder

B.

Edit in Item Designer

C.

Edit in Catalog Item Designer

D.

Edit in Form Designer

In release management what controls the movement of the state from Scoping to Awaiting Approval?

A.

Flow

B.

State model

C.

Manual state selection

D.

Workflow

When using the Email Client, what is the difference between an Email Template and a Quick Message?

A.

Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

B.

Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

C.

Email Templates are included with ITSM; Quick Messages are new with Machine Learning

D.

Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

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

A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers

A.

Configure the incident Lifecycle flow script action

B.

Configure the number of days Resolved incidents automatically close property

C.

Configure the incident lifecycle timeline property

D.

Enable the auto closure of Incidents based on Resolution date property

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

A.

Manage Risk Assessments

B.

Delete CAB Definition

C.

Manage Risk Conditions

D.

Delete Change

E.

Create and manage Approval Policies

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

How is granular read and write access for a specific change model defined?

A.

Setting Advanced Security to true and applying user criteria

B.

Configuring ACL's on the Create New landing page

C.

Change properties

D.

Configuring ACL's on the chge_model table