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

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Total 170 questions

If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

A.

The agent is prompted to select the Assignment group

B.

An error is displayed indicating the agent must manually assign the incident

C.

The Assignment group field will not populate

D.

The Assignment group field automatically populates with the agent's primary group

Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers

A.

Approvals

B.

Subflow triggers

C.

Notifications

D.

Tasks

E.

Payment processing

Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?

Choose 2 answers

A.

On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes

B.

Enable system property com snc incident.mcidentjask closure

C.

Edit system property com.snc incident autoclose basedon resolved_at

D.

On Incident Properties, for Autoclose Incident Tasks, select Yes

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

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks

2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

A.

Catalog Item

B.

Content Item

C.

Record Producer

D.

Order Guide

A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?

A.

problem_admin

B.

problem_coordinator

C.

so_problem_delete

D.

RH_manager

E.

problem_manager

On the Release record, what are the available options on the Release phase list?

A.

Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot

B.

Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot

C.

Analyze, Design, Development, Build, Roll-out, QA, User Acceptance

D.

Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Problem management provides what benefits for Incident management? Choose 2 answers

A.

Incident managers authorize problem investigations

B.

Solutions implemented reduce future incidents

C.

Published workarounds help quickly resolve incidents

D.

Problem Investigations automatically triggered for multiple user incidents

What are key relationships between Change and Release Management? (Choose three.)

A.

Release management application is required, to use the Change management application

B.

Change includes planning and approvals; Release includes building, testing and execution of changes

C.

A Release can contain one or more Changes

D.

A Change can contain one or more Releases

E.

Change management provides governance, which includes Release management

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

A.

Automated Changes

B.

Cloud Infrastructure

C.

Unauthorized Changes

D.

Change Registration

E.

Retroactive Changes