CIS-ITSM Topic 1
Question #: 1
Topic #: 1
Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes
Selected Answer: C
Question #: 2
Topic #: 1
Which field from the configuration item will automatically populate in the Assignment group field of an incident record?
A. Managed by
B. Support group
C. Approval group
D. Change group
Selected Answer: B
Question #: 3
Topic #: 1
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
B. State model
C. State transition conditions
D. Phase model
E. State transitions
Selected Answer: BCE
Question #: 4
Topic #: 1
When is a change task for Post Implementation Review created for an unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess
Selected Answer: C
Question #: 5
Topic #: 1
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View
Selected Answer: B
Question #: 6
Topic #: 1
Which of the following cannot be defined or set through a Catalog UI Policy?
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only
Selected Answer: B
Question #: 7
Topic #: 1
Which type of catalog item should be used to create an incident record from the portal?
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer
Selected Answer: D
Question #: 8
Topic #: 1
Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write
Selected Answer: AD
Question #: 9
Topic #: 1
A customer requests that when the Service Desk agent clicks on the information icon for the Caller’s name, the quick view frame shows only the following fields:
User name –
Manager name –
Email Address –
Employee ID –
How would you modify the quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table
Selected Answer: A
Question #: 10
Topic #: 1
Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View
Selected Answer: B
Question #: 11
Topic #: 1
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 Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer
Selected Answer: C
Question #: 12
Topic #: 1
Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB group is selected
C. Add Dictionary Override to specify the Incident group Reference Qualifier
D. Modify the choice list to include only the appropriate group types
Selected Answer: C
Question #: 13
Topic #: 1
Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?
A. Chat Bot
B. Related Search Results
C. Knowledge Bases
D. Intelligent Agent
E. Agent Assist
Selected Answer: E
Question #: 14
Topic #: 1
Which capability provides visibility to data joined between multiple tables?
A. Database Views
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources
Selected Answer: A
Question #: 15
Topic #: 1
What tools are available to the assignee to help resolve an Incident? (Choose two.)
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard
Selected Answer: AB
Question #: 16
Topic #: 1
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message
Selected Answer: A
Question #: 17
Topic #: 1
Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?
A. The workaround is helpful information for the Callers on the Problem’s related Incidents (open)
B. The workaround should be published to a knowledge article, visible from the portal
C. The workaround is helpful information for the members of the Problem’s Assignment Group
D. The workaround is helpful information for the members of the Problem’s Work notes list
Selected Answer: D
Question #: 18
Topic #: 1
Which interface is designed for tier 1 IT agents who solve internal or external customer issues?
A. ITSM Dashboard
B. IT Service Management Workspace (Agent Workspace)
C. ITIL Homepage
D. Incident Overview
Selected Answer: B
Question #: 19
Topic #: 1
When using Agent assist in the Agent workspace, what are examples of possible solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents
Selected Answer: BDEFG
Question #: 20
Topic #: 1
Which module is a useful starting point for a manager to view current state operational information for Incident management?
A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map
Selected Answer: B
Question #: 21
Topic #: 1
The Problem table is extended from what table?
A. Task
B. Major Incident
C. Outage
D. Problem Task
E. Incident
Selected Answer: A
Question #: 22
Topic #: 1
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.
Which module could they use to make this change?
A. Problem > Administration » Problem Properties
B. System UI > UI Action Groups
C. State Management > State Models
D. System UI > Form Actions
E. System UI > UI Actions
Selected Answer: A
Question #: 23
Topic #: 1
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
A. State Model
B. Workflow Dashboard
C. Action Modeler
D. Task Creator
E. Flow Designer
Selected Answer: E
Question #: 24
Topic #: 1
Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)
A. Re-use existing categories from legacy systems
B. Define categories based on the customer’s CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy
Selected Answer: BC
Question #: 25
Topic #: 1
When a user clicks on the Communicate fix UI action on the Problem form, what happens?
A. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active
C. Fix is written to the Comments field on any Incident associated with the problem, which is Active
D. Fix is written to a draft Knowledge article
Selected Answer: B
Question #: 26
Topic #: 1
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
Selected Answer: BD
Question #: 27
Topic #: 1
When a user clicks on the Communicate workaround UI action on the Problem form, what happens?
A. Workaround is written to the Comments field on any open Incident associated with the problem
B. Workaround is written to the Workaround field on any incident associated with the problem
C. Workaround is written to a draft Knowledge article
D. Workaround is written to the Work notes field on any open Incident associated with the problem
Selected Answer: D
Question #: 28
Topic #: 1
A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.
What do you recommend that they confirm, before submitting the bug report? (Choose two.)
A. Tester is impersonating a user with communications.manager role
B. Tester is impersonating the assignee, which has the problem_coordinator role
C. Tester is impersonating a user with problem_coordinator role
D. The Fix notes field is filled in and saved
Selected Answer: CD
Question #: 29
Topic #: 1
Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)
A. Short Descriptor
B. State
C. Assigned to
D. Configuration Item
Selected Answer: BC
Question #: 30
Topic #: 1
On a Change Approval Definition record, what does the ‘wait for’ condition define?
A. Whether the change approval is sent to an individual user or a group
B. The state the change must be in before the approval notifications can be sent
C. The number or percentage of users from the approval group that must approve the change
D. The fields that must be populated before the approval can be requested
Selected Answer: C
Question #: 31
Topic #: 1
In what table are Change records stored?
A. Change [change_task] B. Change Request [rfc] C. Change Request [change_request] D. Change [change] E. Change [task_change]
Selected Answer: C
Question #: 32
Topic #: 1
Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time.
How would you satisfy this requirement?
A. Update the Risk Property for Insufficient lead time
B. Update the Risk Assessment Matrix for Insufficient lead time
C. Update the Calculate Risk UI Action
D. Update the Risk Matrix for insufficient lead time
E. Update the Risk Condition for Insufficient lead time
Selected Answer: E
Question #: 33
Topic #: 1
How are Releases related to Projects?
A. Project tasks and Release tasks are interchangeable
B. Projects can be part of one or more releases
C. Project features are components of a release
D. Projects need to be completed before releases can be defined
E. Projects are used to do root cause analysis for releases
Selected Answer: B
Question #: 34
Topic #: 1
What baseline Change Flows support the baseline Normal Change model?
A. Change – Normal – Assess, Change – Normal – Authorize, Change – Normal – Implement Change – Implementation tasks
B. Change – Normal – New, Change – Normal – Review, Change – Normal – Close, Change – Implementation tasks
C. Change – Normal – New, Change – Normal – Assess, Change – Normal – Implement, Change – Implementation tasks
D. Change – Normal – Assess, Change – Normal – Authorize, Change – Normal – Close, Change – Implementation tasks
Selected Answer: A
Question #: 35
Topic #: 1
Which of the following Change Task Types are available by default? (Choose three.)
A. Planning
B. Testing
C. Review
D. Deployment
E. Verification
Selected Answer: ABC
Question #: 36
Topic #: 1
What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?
A. Populate Assignment Group based on CI/SO
B. Auto-populate ITSM Assignment Groups
C. ITSM Assignment Lookup Rule
D. Automatic Assignment for ITSM
Selected Answer: A
Question #: 37
Topic #: 1
In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)
A. Change requests meeting different conditions, like Risk level or Type
B. Change requests planned within a certain date range
C. Use any of the options on the Agenda Criteria Tab
D. Change requests for a certain Change Flow Definition
Selected Answer: AB
Question #: 38
Topic #: 1
A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?
A. Use the Pin feature
B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane
Selected Answer: A
Question #: 39
Topic #: 1
Roles control which users can perform which actions on a change record. What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)
A. Update Change Type on an existing change record
B. Delete a Change record
C. Delete a Standard Change Template
D. Delete CAB Definition
Selected Answer: AC
Question #: 40
Topic #: 1
In the baseline Change – Normal model how can Change Tasks be added? (Choose two.)
A. Automatically via the Change – Implementation subflow
B. Manually by the user during New, Assess, and Authorized states
C. Automatically depending on the category selected on the Change Request
D. Manually by the user during all states, except Closed or Canceled
Selected Answer: AD
Question #: 41
Topic #: 1
In the baseline Change – Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.
A. They are automatically canceled
B. They are automatically closed
C. They are automatically assigned to the Change assignee and closed
D. An error displays, requiring that the Tasks be closed before moving to Review
Selected Answer: A
Question #: 42
Topic #: 1
On the Unauthorized Change Properties module what can you configure? (Choose two.)
A. Enable/Disable creation of Unauthorized changes
B. Maximum number of unauthorized change records for a CI
C. Unauthorized Change Dashboard
D. CI classes to monitor
Selected Answer: AD
Question #: 43
Topic #: 1
How do you describe the relationship between a Knowledge article and a Knowledge base category?
A. Articles can only be published to one category
B. Articles must be published to at least one category
C. Articles must be approved by the selected category owner
D. Articles can be published to a category and subcategory
Selected Answer: A
Question #: 44
Topic #: 1
What are the different ways a user can provide feedback on a knowledge article? (Choose four.)
A. 10 Star scale
B. Comment on Article
C. Helpful?
D. Flag Article
E. 5 Star scale
F. Pin Article
Selected Answer: BCDE
Question #: 45
Topic #: 1
When using the Knowledge – instant Retire workflow, how does the Valid to date enact a Knowledge article?
A. On Valid to date, article is automatically retired
B. On Valid to date, retire notification is sent to the Knowledge article author
C. On Valid to date, retire notification is sent to the Knowledge base owner
D. On Valid to date, the article is archived
Selected Answer: A
Question #: 46
Topic #: 1
In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories.
Users with what roles can make these edits? (Choose two.)
A. catalog_admin
B. sc_catalog_admin
C. catalog_editor
D. sn_catalog_homepage_write
E. admin
Selected Answer: AE
Question #: 47
Topic #: 1
What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?
A. Knowledge item
B. Record Producer
C. Catalog Item
D. Order Guide
E. Content Item
Selected Answer: D
Question #: 48
Topic #: 1
Which tool allows process owners to use natural language to automate approvals, tasks, notifications and other record operations with little to no code?
A. Workflow Mapper
B. Workflow Manager
C. Flow Designer
D. Flow Dashboard
E. Process Designer
Selected Answer: C
Question #: 49
Topic #: 1
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
A. Service portfolio management
B. Catalog item management
C. Service mapping
D. Service catalog management
Selected Answer: D
