The Secret Of ServiceNow CIS-ITSM Prep

NEW QUESTION 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

Answer: D

NEW QUESTION 2
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

Answer: E

NEW QUESTION 3
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

Answer: A

NEW QUESTION 4
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers

• A. catalog_manager
• B. itil_admin
• C. catalog_builder_editor
• D. catalog_editor
• E. catalog_admin

Answer: ADE

NEW QUESTION 5
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

• A. Change group
• B. Support group
• C. Managed
• D. Approval group

Answer: B

NEW QUESTION 6
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

Answer: BD

NEW QUESTION 7
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

Answer: A

NEW QUESTION 8
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

Answer: AB

NEW QUESTION 9
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

Answer: C

NEW QUESTION 10
FILL IN THE BLANK
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

• A. Change Overview
• B. Change Interceptor
• C. Change Catalog

Answer: D

NEW QUESTION 11
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

Answer: A

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow- platform/page/product/service-catalog-management/concept/catalog-builder.html

NEW QUESTION 12
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

Answer: BC

NEW QUESTION 13
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

Answer: B

NEW QUESTION 14
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers

• A. timestamp
• B. item author
• C. variables
• D. catalog(s)
• E. item name

Answer: DE

NEW QUESTION 15
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?

• A. Change - Emergency - Review
• B. Change - Emergency - Authorize
• C. Change - P1 - Review
• D. Change - Major Incident - Authorize
• E. Change - Emergency - PIRQUESTION NO:

Answer: A

NEW QUESTION 16
What is KCS (Knowledge Centered Services)?

• A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
• B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
• C. A dashboard with specific visualization of the different knowledge bases and categories
• D. An application that helps agents and managers to create cases from Knowledge articles

Answer: B

NEW QUESTION 17
What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers

• A. Helpful?
• B. 10 Star scale
• C. Comment on Article
• D. Pin Article
• E. 5 Star scale
• F. Flag Article

Answer: CDEF

NEW QUESTION 18
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

• A. itil
• B. task_worker
• C. sc_fulfiller
• D. catalog_fulfiller
• E. fulfiller

Answer: A

NEW QUESTION 19
Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes? Choose 2 answers

• A. catalog_manager
• B. catalog_admin
• C. user_criteria_admin
• D. catalog_editor

Answer: BC

NEW QUESTION 20
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 Most Voted
• 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 Most Voted
• D. Modify the Incident Lifecycle flow to expire after 7 days

Answer: AD

NEW QUESTION 21
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