ITSM Certified Implementation Specialist (CIS) Practice Exam

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