ITSM Certified Implementation Specialist (CIS) Practice Exam

These questions are part of the practice quiz. Start practicing

• In request fulfillment, which status field is set by the flow?
• What distinguishes the Known Error knowledge base in ServiceNow from other knowledge bases?
• Prior to Quebec, which page appears when you click Change > Create New?
• Which module is recommended for managers to view operational information for Incident management?
• What can be excluded from view in the Shopping Cart Widget using Maintain Cart Layouts settings besides Quantity?
• To fulfill a customer's requirement of visibility on products supported, which role is necessary?
• Which of the following roles is primarily responsible for overseeing the Change Management process?
• Your customer wants to add another level of approval for changes relating to the Service SAP Enterprise Services. What should you do?
• What are the options available in the Release phase list?
• By default, what happens if an email is received which has an Incident watermark?
• What method can be used to designate VIP callers on an incident form?
• Which process is utilized to ensure a new Catalog Item is authorized in the Service Catalog?
• When a user submits a service request from a catalog, what actions are triggered based on the flow definition? (Choose three.)
• Which role is typically assigned to users who perform request fulfillment work unless specific security needs dictate otherwise?
• What type of item should be avoided when creating a support ticket through an Ask a Question form?
• What role is required to authorize requests and requires a user license?
• How are Features related to Products and Releases?
• In the Quebec release, which states can Problem task records automatically transition between if required fields are filled?
• Where should an admin go to view all of the search queries entered by users in the knowledge search?
• How are Service Catalogs and Catalog Items linked? (Choose two.)
• On a Change Approval Definition record, what does the 'wait for' condition signify?
• How can you adjust the cart layout to hide the Quantity field for a specific Catalog Item?
• What action should be taken when a critical incident is resolved?
• Which role has the ability to create and manage user criteria for service catalogs?
• What elements are automatically included in the update set name for items published via Catalog Builder? (Choose two.)
• Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
• What item type should be used to create a "Getting Started with Construction Requests" link that contains a knowledge article?
• Which of the following cannot be configured through a Catalog UI Policy?
• How are Releases related to Changes?
• How is the content of all incident record activity streams defined?
• What are two benefits of problem management for incident management?
• How should a catalog item be updated to add additional input fields according to baseline practices?
• What two objects on the Shopping Cart Widget can be modified via Maintain Cart Layouts settings?
• What are key relationships between Change and Release Management?
• A problem investigation was previously closed due to risk acceptance in favor of using a workaround. What should be the next step for this problem if the issue recurs?
• What role allows users to maintain a service catalog and its functional components?
• What is the first step to add a notification to the Change - Emergency - Authorize Flow?
• What feature would automatically create and assign a Post Fix Review task after a problem is resolved?
• What changes occur on an Incident form when using the baseline business rule to populate Assignment Group based on CI/SO?
• What is the resource used by ServiceNow to support the sale and delivery of services to employees and customers?
• What could cause a newly defined approval policy to not trigger in a new Change model?
• Which statement is true regarding Notification requirements in an ITSM project?
• Which choice is NOT a method for providing feedback on a knowledge article?
• What baseline Change Model would be suitable for capturing changes from an external system for reporting purposes?
• Which table is used to store incident categories and subcategories?
• In the context of ITSM, what does the term "Escalation" refer to?
• How can a customer ensure Incident Tasks are automatically closed when the parent Incident is closed or canceled?
• What optional Incident table is extended from the Task table?
• What does the Incident Lifecycle flow typically trigger from?
• What is a primary function of a Record Producer in ServiceNow?
• Which record type is most appropriate to use for a Computer request?
• Which role is responsible for configuring and managing Incident Management properties?
• Which action should be taken when a problem’s fix is to be communicated to relevant incidents?
• A customer requests modifications to the quick view frame for an information icon. How would you modify it?
• Which catalog property allows users to save partially-completed requests to complete and submit later?
• What is the primary purpose of Incident Properties in ITSM?
• Where can a change manager define the frequency for unauthorized change detection?
• Which feature in Agent workspace provides agents with automatic search results for possible solutions?
• What recommendation is appropriate if users are overwhelmed by Configuration Item options on Incident, Problem, and Change forms?
• How can a CAB manager identify Change requests for a meeting agenda? (Choose two)
• What are the different ways a user can provide feedback on a knowledge article?
• Which feature is primarily used for the assignment and management of tasks related to problem management?
• Which actions cannot be performed by anyone on a change record? (Choose two)
• What mechanism determines the approvals and tasks triggered in the application upon request of a Catalog Item?
• A change user finds it inconvenient to search for frequently used changes. What should you suggest?
• In Change management, what allows customers to define condition based flows for a fit for purpose model?
• Your customer has built a mature knowledge base for internal and external audiences. What feature would help agents identify visible articles?
• In what scenario is an incident categorized as critical?
• On a request form, which Variable type should be used for indicating when the requester needs to receive the item?
• What is the difference between an Email Template and a Quick Message when using the Email Client?
• You have just upgraded your instance and have not migrated to multimodal change. Which page displays when creating a new change using default settings?
• Which functionality could be restricted by a Catalog UI Policy?
• Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record. Which business rule already satisfies this requirement?
• The Problem table is extended from which table?
• Which of the following is a typical outcome of effective Change Management?
• Before creating new reports for monitoring problem management activities, what should the new problem manager do?
• What is the advanced reporting capability included in Incident Management for performance insights?
• What are some key relationships between Change and Configuration Item (CI) records?
• Which field specifies who can edit, update, and delete catalogs, categories, and catalog items?
• To limit visibility of internal Network requests to select users, which roles would you need? (Choose two)
• In which scenario would it be essential to use the Flow Designer tool?
• What additional problem role is installed when the ITSM roles plugin is activated to give users access to problem records?
• What module do you use to change the setting for the time between incident Resolution and Closure?
• When is the Communicate workaround Related Link used on a Problem record?
• What assets should a new Business Analyst review to prepare for a Service Catalog workshop? (Choose two.)
• What are users able to do when configuring stages in Flow Designer? (Choose two.)
• In which table are Change records stored?
• How must Knowledge articles be published in relation to Knowledge base categories?
• In a construction project, what is the best starting point for creating a knowledge article?
• In which part of Change Management are the necessary approvals determined?
• In the context of Model State, what does a Model State transition involve?
• If you wish to link incidents to a problem record, what type of record should you create?
• When you click the Re-Analyze button on a Problem record, what state is set on the record?
• Why can users with the problem_coordinator role communicate workarounds, but problem_task_analyst users cannot?
• What occurs if an Inbound Email Action receives an email without a watermark or reference number?
• What documentation is created to capture the lessons learned from a completed change process?
• What controls the movement of the state from Scoping to Awaiting Approval in release management?
• What happens to a Knowledge article if it is not approved by the selected category owner?
• Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
• What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
• To alleviate concerns about request approvals getting stuck during an approver's absence, what can be suggested? (Choose two.)
• Which type of catalog item should be used to create an incident record from the portal?
• What is the first step in troubleshooting an issue related to the Assignment group on incident records?
• What type of catalog item may be found in a Service Catalog?
• How can Change Tasks be added in the baseline Change - Normal model? (Choose two)
• Which affects the lifecycle status of requests, requested items, and catalog tasks?
• At what level is a Service Level Agreement (SLA) typically defined within a service catalog?
• When managing incidents, how is the term "SLA" defined?
• What occurs if there is no sys_popup view defined for the [sys_user] table and an agent hovers over the reference icon next to the caller field?
• What Business Rule triggers automatic group assignment on Incident, Problem or Change requests?
• Where can a change manager define conditions for moving a change request between states?
• What happens to the Assignment group field if a CI has both an Owner group and a Support group?
• What can be changed when configuring stages in Flow Designer? (Choose two.)
• What actions can a user with the itil_admin role take in support of Change Management? (Choose three)
• What benefit does using templates provide in customer notifications?
• What option for Change Create New supports scenarios with both legacy change types and new change models?
• What role is primarily responsible for reviewing change requests?
• Which role is required to delete a problem record?
• What triggers the Change - Normal - Assess Flow?
• Where are the fields that appear on the caller lookup select box defined in an incident record?
• How could you run a report to compare requests for add-on extra memory versus base memory for Computer catalog items?
• What are the different ways a user can provide feedback on a knowledge article?
• Which role is responsible for modifying the cart layout?
• Which component is key to ensuring that services are delivered to agreed standards?
• Where are the conditions for sending an SLA breach warning notification defined?
• What are key relationships between Change and Problem records?
• Which of the following is true regarding a single catalog item's association?
• What component of a change flow automates tasks such as looking up records or applying policies?
• Which of the following cannot be defined or set through a Catalog UI Policy?
• Why might excessive email updates to customers be unfavorable?
• Which entities are likely to be included in a release?
• Incidents are stored in which of the following tables?
• If an incident's Assignment group is empty, what happens when an agent clicks the "Assign to me" UI action?
• What can a survey administrator define on an individual survey? (Choose two)
• What action can be taken when an approver is unavailable for a long period?
• What advice should be given regarding SLAs on Problem records?
• Which type of catalog item may be found in a Service Catalog?
• Which incident management roles are activated by installing the ITSM Roles plugin? (Choose two.)
• When adjusting a catalog item's layout, what do you need to select to prevent a particular field from being displayed?
• Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?
• Which tools are useful for an assignee to help resolve an Incident? (Choose two)
• What might prevent a known error article from being visible in the known error database?
• Which category is critical for ensuring that all changes comply with organizational standards?
• In service management, what is the primary goal of a Knowledge Article?
• What can be done to prevent Service Desk users from mistakenly assigning Incidents to the Network CAB group?
• What must happen before change requests can progress through their states?
• When a user clicks the Communicate fix UI action on the Problem form, what occurs?
• From which table is the Incident table extended?
• What occurs when an agent belonging to a single user group clicks the Assign to me UI action on an empty Assignment group field?
• What baseline Change Flows are part of the baseline Normal Change model?
• What is a primary function of the Change Management process?
• What would be used to create Incident records based on user or system emails?
• If a tester cannot see the Create Known Error article link, what might be the issue?
• Which module allows Problem Coordinators to re-analyze a completed Problem?
• Which tool allows process owners to use natural language for automation with minimal coding?
• Why might testers not see a new Change Model on the change landing page?
• In a Normal Change Model, what are some examples of Model State Transitions defined for the Authorize state?
• Which role allows a user to access and configure the Self-Service > Service Catalog module?
• What module is recommended for a high-level view of activities in problem management?
• Which tool would you use to analyze trends in change success rates over time?
• How do you enable the Search as feature for an incident?
• What aspect of IT service management focuses on maintaining effective change processes?
• What is the purpose of the Catalog Builder tool?
• Which possible solutions can Agent assist automatically search and display? (Choose five)
• What is an example of a Key Performance Indicator for Change management included with Performance Analytics but not available in ServiceNow reporting? (Choose two)
• At which level can the enabling or disabling of knowledge feedback be managed?
• What is a key aspect of effective Change Management?
• In managing the Service Catalog, what role should ensure item layout matches organizational needs?
• What can be an advantage of using Record Producers in the Service Catalog?
• What is the best option for capturing data in a grid layout on a catalog item?
• How does the maximum number of unauthorized change records for a CI affect the Unauthorized Change module?
• What are the components of a Flow Action?
• What feature in the knowledge base can be used to standardize sections and fonts on a knowledge article?
• What status should a new Change model have to be visible to users?
• What happens to the implementation and testing tasks when a Change request goes to the Review state in the baseline Change - Normal model?
• What new features were introduced in the Quebec release of Change management?
• How can you meet a customer's change policy that requires changes to be requested with 5 days lead time?
• What capability allows visibility to data that is joined between multiple tables?
• The current status of a problem record is tracked in the State field. What is the better value to use when updating the script include for adding a prerequisite for moving out of the Fix in Progress state?
• How are Releases associated with Projects?
• Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?
• Which user roles can make modifications to the ServiceNow service catalog homepage?
• What is the primary role of a Service Level Agreement (SLA) in Incident Management?
• What process is responsible for managing the lifecycle of all catalog items?
• What happens when a user clicks the Communicate workaround UI action on the Problem form?
• When is a Knowledge article automatically retired using the Knowledge - instant Retire workflow?
• In Change Management terminology, what is a 'Change'?
• Which record type would be used for a View Company Policies link that redirects to a Knowledge Article?
• Which type of catalog item may be found in a Service Catalog?
• What is a primary objective of Service Level Management in ITSM?
• What are the Release types available on the baseline release record?
• Which of the following roles would be suitable for someone handling Incident management?
• Which field specifies who is able to create, modify, and publish items in the catalog?
• Where are the technical approvals defined for the Change - Normal - Assess flow?
• A problem record is the parent to which type of record?
• Released in Quebec, which tool enables the creation of templates for Catalog Items?
• Which property on an order guide will pass variables from one item to another item with equivalent variables?
• Which of the following is a common benefit of having an effective Change Management process?
• To prevent the automatic population of impact and urgency from an incident when creating a problem, which module should be adjusted?
• What type of record is shared when a Service Desk agent shares a "How to" item with a customer?
• Which Change Task Types are available by default? (Choose three)
• What type of item should be used for a Construction request that includes 1 approval and 2 fulfillment tasks?
• What are key relationships between Changes and Incidents?
• When are Known Errors most commonly used in Incident Management?
• What does the default behavior show when there is no sys_popup defined for a user?
• Which statement is true about the relationships mentioned in change and CI records?
• How is the assignment group identified by default when a business rule is applied?
• Which of the following should be avoided when organizing catalog items?
• What practices are recommended for guiding customer notifications? (Choose three)
• Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
• Which field from the configuration item will automatically populate in the Assignment group field of an incident record?
• Which methods can users use to locate items in a service catalog? (Choose two)
• Which two effective measures of performance for the Problem Management process are relevant?
• In Change Management, which components does a Model State contain?
• When is a change task for Post Implementation Review created for an unauthorized change?
• When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)
• Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
• To add a field to the Something is Broken record producer form, which formatter would you use?
• What is the consequence of clicking "Assign to me" if an incident's Assignment group is empty?
• Which workflow requests approval from a manager of the knowledge base before moving an article to the retired state?
• What role typically oversees the Service Catalog process as a whole?
• In which table would the definition of newly created catalogs for different customer types be stored?
• Which components should be evaluated for consolidation and re-use when building multiple catalog items?
• Which baseline Change Flow automatically generates a Change task for Post Implementation Review?
• What tools are available to the assignee to help resolve an Incident? (Choose two.)
• Which table serves as the base class for the configuration management database?
• Which component is essential for the assessment of change transition conditions?
• Which tools assist assignees in resolving incidents? (Choose two)
• What roles are typically allowed to create and maintain categories in a service catalog? (Choose three)
• Released in Quebec, which tool enables delegation for creating and maintaining catalog items?
• Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use?
• Which role is primarily responsible for ensuring that problem activities are properly documented and managed?
• Which record type would you use to generate an Incident from an Ask a Question form?
• Which states are specially defined for Major Incident Management (MIM) application?
• In the Unauthorized Change Properties module, what can you configure?
• Which interface is specifically designed for tier 1 IT agents resolving customer issues?
• Which functionalities can be used to define the sequence of activities to complete catalog items? (Choose two)
• Which of the following are defined for a given change model? (Choose three.)
• What would you use to define a grouping of configuration items such as all web servers in Miami?
• What types of CI's will be included in a report run against the cmdb_ci_computer table?
• Which role gives access to the CI Class Manager?
• What function does the Change management process provide in relation to Risk management?
• What is essential for effective problem management in ITIL?
• What is a good use case for an Order Guide?
• What aspect of Knowledge articles does the Valid to date affect when using the instant Retire workflow?
• In the context of incident management, how is urgency typically defined?
• Which process is responsible for managing the lifecycle of all incidents?
• Which IT service management process aims to minimize the impact of incidents on the business?