CIS-ITSM: Certified Implementation Specialist – IT Service Management

Question #: 50
Topic #: 1
Your customer needs different catalogs for:
Human Resources – employee facing – for submitting requests to HR
Customer – external customer facing – for ordering company products and services
When these catalogs are created, in which table would the definition be stored?

A. Business Services Catalog [bs_catalog] B. Catalog [sc_catalog] C. Service Portfolio Catalog [sc_portfolio] D. Service Offering Catalog [sn_offering]

Selected Answer: B

Question #: 51
Topic #: 1
When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

A. Manager
B. Contributors
C. Owner
D. Editors

Selected Answer: A

Question #: 52
Topic #: 1
Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Record Producers
C. Categories
D. Execution Plans

Selected Answer: B

Question #: 53
Topic #: 1
Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

A. Display the stages to the requester
B. Create any number of stages
C. Import a copy of a pre-defined stage set
D. Define the stage set in a subflow

Selected Answer: BC

Question #: 54
Topic #: 1
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

A. Editors
B. Item Admins
C. Item Owners
D. Authors

Selected Answer: A

Question #: 55
Topic #: 1
When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)

A. Align categories with CMDB classes where possible
B. Keep the number of top-level categories to 8-10
C. Remember that items can only be assigned to one category
D. Do not go to deep with subcategories: go only 1-2 levels deep

Selected Answer: BD

Question #: 56
Topic #: 1
In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)

A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office
B. The approver can set their approval notifications to forward to their personal email address
C. The approval can be defined as a group approval, where any member of the group can approve
D. The approver can set their approval notifications to auto-reply with “approved” in the subject line

Selected Answer: AC

Question #: 57
Topic #: 1
Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

A. Catalog Wizard
B. Catalog Designer
C. Catalog Item Builder
D. Catalog Builder

Selected Answer: D

Question #: 58
Topic #: 1
Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The lifecycle status of these records is reflected in a combination of state and stage fields. Which status field is set by the flow?

A. Stage on Requested item
B. Status on Request
C. State on Catalog Task
D. State on Requested Item

Selected Answer: A

Question #: 59
Topic #: 1
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

A. Service Catalog and Request Mgmt – Workshop Preparation Guide
B. Service Catalog and Request Mgmt – Process Guide
C. IT Service Management – Typical Challenges and Remediation
D. ITSM – Business Outcomes and Corresponding KPIs

Selected Answer: AB

Question #: 60
Topic #: 1
Which role would give you access to the CI Class Manager?

A. ecmdb_admin
B. ecmdb
C. class_manager
D. sn_class_manager

Selected Answer: A

Question #: 61
Topic #: 1
What module do you use to change the setting for the time between incident Resolution and Closure?

A. ITSM Properties
B. System Settings
C. Incident Settings
D. Incident Properties
E. Resolution Properties

Selected Answer: D

Question #: 62
Topic #: 1
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

A. Incident SLA clock is un-paused
B. Incident record is updated, per the action’s script
C. Auto-reply sent to sender, recommending they use Portal chat
D. Incident record is re-set to state = attention required

Selected Answer: B

Question #: 63
Topic #: 1
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

Selected Answer: B

Question #: 64
Topic #: 1
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
B. Update the incident_close UI action script
C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
D. Modify the Incident Lifecycle flow to expire after 7 days

Selected Answer: AC

Question #: 65
Topic #: 1
What tools are available to the assignee to help resolve an Incident? (Choose two.)

A. Known Errors
B. Resolutions from similar incidents
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard

Selected Answer: AB

Question #: 66
Topic #: 1
Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

A. Execution Plans
B. Content Items
C. Catalog Items
D. Record Producers

Selected Answer: D

Question #: 67
Topic #: 1
Which type of catalog item may be found in a Service Catalog?

A. Requested Items
B. Order guides
C. Categories
D. Execution Plans

Selected Answer: B

Question #: 68
Topic #: 1
From which table, is the Incident table extended?

A. Task [task] B. Task [sn_task] C. Ticket [ticket] D. Work [sn_work]

Selected Answer: A

Question #: 69
Topic #: 1
What optional Incident table is extended from the Task table?

A. Child Incident [incident_child] B. Major Incident [major_incident] C. Incident Task [incident task] D. Parent Incident [incident_parent]

Selected Answer: C

Question #: 70
Topic #: 1
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process
C. It is difficult to implement
D. It is not part of the baseline instance

Selected Answer: AB

Question #: 71
Topic #: 1
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
B. If selected CI has a Support group, write that group to the Assignment group field
C. If selected CI has an Owner group, write that group to the Assignment group field
D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Selected Answer: BD

Question #: 72
Topic #: 1
On an incident record, where are the fields that appear on the caller lookup select box defined?

A. The Caller lookup field on the [user] table
B. The ref_ac_column attribute from the dictionary entry
C. The ref_contributions attribute on the caller lookup form
D. The form design of the caller lookup form

Selected Answer: B

Question #: 73
Topic #: 1
Where do you enable the Search as feature for an incident?

A. incident.deflection system property
B. Incident Properties application
C. Related Search Results table configuration
D. Incident form design

Selected Answer: C

Question #: 74
Topic #: 1
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

A. The agent is prompted to select the Assignment group
B. The Assignment group field is populated with agent’s user group
C. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action
D. The Assignment group field remains empty

Selected Answer: B

Question #: 75
Topic #: 1
A problem record is the Parent to what record?

A. Known Error
B. Workaround
C. Major Incident
D. Problem Task
E. Related Incidents

Selected Answer: D

Question #: 76
Topic #: 1
When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don’t want the values from incident to be copied over.
What module would you use to make this adjustment?

A. System Policy > Rules > Priority Lookup Rules
B. Problem > Administration > Problem Properties
C. ITSM > Administration > Properties
D. Incident > Administration > Incident Properties

Selected Answer: B

Question #: 77
Topic #: 1
As of Quebec, Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

A. Assess to Work in Progress
B. On Hold to Work in Progress
C. New to Assess
D. Draft to Assess
E. Work in Progress to Closed

Selected Answer: C

Question #: 78
Topic #: 1
A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

A. Submit a New Report Request via the service catalog
B. Take the Performance Analytics fundamentals course
C. Go to Reports > View/Run > All, then search for Problem reports
D. Submit a request for the sn_report_creator role
E. Turn on data collection jobs

Selected Answer: C

Question #: 79
Topic #: 1
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
B. The problem coordinator is the only role with the ability to recall a message
C. The problem coordinator is responsible for approving or rejecting the proposed message
D. The message will be automatically displayed on the Portal

Selected Answer: A

Question #: 80
Topic #: 1
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. The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause
B. Only users with sn_known_error_write can create Known Error articles
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

Selected Answer: D

Question #: 81
Topic #: 1
Problem management provides what benefits for Incident management? (Choose two.)

A. Solutions implemented reduce future incidents
B. Published workarounds help quickly resolve incidents
C. Problem investigations automatically triggered for multiple user incidents
D. Incident managers authorize problem investigations

Selected Answer: AB

Question #: 82
Topic #: 1
A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

A. The article is in draft state, but has not been published
B. The Problem Management Best Practice – Madrid – Knowledge Integration plugin has not been activated
C. The user criteria on the knowledge base is incorrect
D. The tester is not impersonating an itil user

Selected Answer: A

Question #: 83
Topic #: 1
Where can a change manager define the conditions that must be met before a change request can move from one state to another?

A. Model State Transition Conditions
B. Dictionary Overrides
C. State choices
D. State conditions

Selected Answer: A

Question #: 84
Topic #: 1
Where can a change manager define the interval frequency for unauthorized change detection?

A. The ci.change.unplanned business rule
B. Event Processing Properties module
C. Unauthorized Change Properties module
D. Unauthorized change flow

Selected Answer: C

Question #: 85
Topic #: 1
Prior to Quebec, when you click Change > Create New, which page is displayed?

A. Change Landing Page
B. Change Form
C. Change Catalog
D. Change Wizard
E. Change Interceptor

Selected Answer: E

Question #: 86
Topic #: 1
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

A. Flow Actions
B. Flow Activities
C. Flow Steps
D. Action Pills
E. Flow Tasks

Selected Answer: A

Question #: 87
Topic #: 1
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

Selected Answer: D

Question #: 88
Topic #: 1
You have created a new Change model and added a new Approval Policy for that model. But the newly defined approval is not triggering. What could cause this issue?

A. The business rule “Apply approval policy” on the change_request table has not been updated to include the new Approval Policy.
B. The “Apply Change Approval Policy” action in the flow created for the new change model does not reference the new Approval Policy.
C. The workflow that triggers the Approval Policy for the new model has not been created using the workflow editor.
D. The system property “glide.ui.approval.policies” has not been updated to include the new Approval Policy.

Selected Answer: B

Question #: 89
Topic #: 1
In the Quebec release of Change management, what new architectural features were added?

A. Catalog builder and Change Designer
B. Change Flows, Change Designer and Change Approval Matrix
C. Change Models, Change Flows and State Transition Models
D. Change PIR Assessments, Change Designer and Change Approval Policies

Selected Answer: C

Question #: 90
Topic #: 1
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? (Choose three.)

A. The CI Manager is part of the change approval workflow
B. One Change can be submitted for multiple CIs
C. Changes should reference at least one CI
D. The CI Support Group is responsible for change implementations
E. A CI can be affected by a change, even if it is not the CI being changed

Selected Answer: BCE

Question #: 91
Topic #: 1
In Change management, what allows customers to define condition based flows for a fit for purpose model?

A. State Transition Models
B. State Flows
C. Workflows 2.0
D. Conditional Change Models

Selected Answer: A

Question #: 92
Topic #: 1
By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?

A. Change group on CI record, or if empty, the Change group on the Service offering
B. Support group on CI record, or the default assignment group for the user
C. Support group on CI record, or if empty, the Support group on the Service
D. Support group on CI record, or if empty, the Support group on the Service offering

Selected Answer: A

Question #: 93
Topic #: 1
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
A Change Landing Page

B. Change Overview
C. Change Interceptor
D. Change Catalog

Selected Answer: C

Question #: 94
Topic #: 1
Which Change request fields are used in conflict detection? (Choose three.)

A. CI Business criticality
B. Planned end date
C. Risk
D. Planned start date
E. Configuration item

Selected Answer: BCD

Question #: 95
Topic #: 1
What types of Conflicts are detected automatically on the Change request? (Choose three.)

A. Conflict with Assignee Shift Schedule
B. Conflict with Blackout Schedule
C. Conflict with Company Holiday Schedule
D. Another change for the same CI, at the same time
E. Conflict with Maintenance Window

Selected Answer: BDE

Question #: 96
Topic #: 1
How are Releases related to Changes?

A. Releases are comprised of one or more Changes
B. Changes are comprised of one or more Releases
C. Releases are implemented prior to Changes
D. Changes are implemented prior to Releases

Selected Answer: A

Question #: 97
Topic #: 1
Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

A. Knowledge – Article Retire
B. Knowledge – Retire Authorize
C. Knowledge – Approval Retire
D. Knowledge – Retire-Approval Required
E. Knowledge – Instant Retire

Selected Answer: C

Question #: 98
Topic #: 1
What Knowledge base feature can you use to standardize the sections and fonts on a knowledge article?

A. Article designer
B. Coaching loops
C. Templates
D. Article layout

Selected Answer: C

Question #: 99
Topic #: 1
Which of the following roles has the ability to create and manage user criteria for service catalogs?

A. catalog_admin
B. itil_admin
C. catalog_manager
D. catalog_criteria_admin
E. catalog_criteria_manager

Selected Answer: A

Question #: 100
Topic #: 1
Which catalog property allows users to save partially-completed requests to complete and submit at a later time?

A. Edit cart layout
B. Enable wish list
C. Enable cart save
D. User partial save

Selected Answer: B