ServiceNow cis-itsm practice test

Certified Implementation Specialist - IT Service Management Exam

Last exam update: Apr 17 ,2024
Page 1 out of 30. Viewing questions 1-15 out of 437

Question 1

What type of record can be created from an incident record from the workspace view to track and
manage opportunities for improving a service or process?

  • A. Opportunity initiative
  • B. Improvement task
  • C. Opportunity task
  • D. Improvement initiative
Answer:

D

User Votes:
A 1 votes
50%
B 1 votes
50%
C
50%
D 1 votes
50%

Explanation:

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D
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Question 2

Where is the online check-in banner message configured for walk-up experience on the service
portal?

  • A. Service Portal > Check-in > Settings
  • B. Walk-up Experience > Portal > Settings
  • C. The Service Portal online check-in widget
  • D. The Walk-up Experience widget
Answer:

C

User Votes:
A
50%
B
50%
C 1 votes
50%
D
50%

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Question 3

Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look
up their name or email to join a walk-up queue.

  • A. Employee Tag Reader (com.snc.tag_reader)
  • B. User Badge Integration (com.snc.user_badge)
  • C. Employee Scan Integration (com.snc.emp_scan)
  • D. In Badge Reader Integration (com.snc.badge_reader)
Answer:

D

User Votes:
A
50%
B
50%
C
50%
D 1 votes
50%

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Question 4

What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers
from the below options
A. Service Catalog Request
B. Emergency Change
C. Standard Change
D. Problem
E. Incident

Answer:

C, D, E


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Question 5

As of Orlando, this plugin is now active by default to support the Service Catalog.

  • A. Workflow Editor support (com.glideapp.servicecatalog.workflow_editor)
  • B. Flow Designer support (com.glideapp.servicecatalog.flow_designer)
  • C. Flow Editor support (com.glideapp.servicecatalog.flow_editor)
  • D. Process Designer support (com.glideapp.servicecatalog.processdesign_editor)
Answer:

B

User Votes:
A
50%
B 1 votes
50%
C
50%
D
50%

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Susi
3 weeks, 4 days ago

correct answer is B

0

Question 6

Which of the following are available Topic Blocks for ITSM Virtual Agent? Select 3 Answers from the
below options

  • A. Search Catalog Item
  • B. Request Catalog
  • C. Create Problem
  • D. Create Change
  • E. Create Incident
Answer:

A, B, E

User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%

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Question 7

Which of the following are possible values according to the outcome of the applied change policy?
Select 5 Answers from the below options

  • A. Finished
  • B. Skipped
  • C. Paused
  • D. Canceled
  • E. Completed
  • F. Rejected
  • G. Approved
Answer:

A, B, D, F, G

User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
F
50%
G
50%

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Question 8

Selecting this option on a change approval policy will enable the ability to execute only on the first
matching decision condition instead of matching each decision condition.

  • A. Run all decisions that match
  • B. First decision that matches
  • C. First ascending order that matches
  • D. Primary decision that matches
Answer:

B

User Votes:
A
50%
B
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C
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D
50%

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Question 9

What is the minimum role required to delete a CI?

  • A. itil
  • B. itil_admin
  • C. ecmdb_admin
  • D. admin
Answer:

A

User Votes:
A
50%
B
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C
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D
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Question 10

What is the minimum role required to delete a Problem?

  • A. itil
  • B. itil_admin
  • C. admin
  • D. problem
Answer:

B

User Votes:
A
50%
B
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C
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D
50%

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Question 11

If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which
view is used?

  • A. mobile
  • B. tool_tip
  • C. reference_view
  • D. default
Answer:

D

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
If no sys_popup view is defined for a table, the Default view of the form will be used when a user
hovers over a
Reference icon.

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Question 12

The Knowledge [kb_knowledge] table is extended from _________ .

  • A. Knowledge Base [kb_knowledge_base]
  • B. No table; It is a Base Table
  • C. Configuration Item [cmdb_ci]
  • D. Task [task]
Answer:

A

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
Knowledge [kb_knowledge] is a base table; it does not extend another table

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Susi
3 weeks, 4 days ago

According to the explanation answer B should be correct

0

Question 13

True or False: Within a Catalog Item, a 'Container Split' formatter is required between 'Container
Start' and 'Container End' to split variables into columns.

  • A. True
  • B. False
Answer:

B

User Votes:
A
50%
B
50%

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B
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Question 14

Which of the following is considered a best practice for managing the Valid To date for Knowledge
articles?

  • A. Allow the authors of Articles to set the Valid To date of each individual Article
  • B. Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article
  • C. Leave the Valid To dates to the default value of 2020-01-01
  • D. Do not set Valid To dates for Knowledge Articles
Answer:

B

User Votes:
A
50%
B
50%
C
50%
D
50%

Explanation:
The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a
new date when
editing articles. However, this approach does not promote consistency for effective article
management.
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script
Include. If the
Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the
Publishing workflow may be created with a branch for each article type/ category. (Since categories
may be
different for each Knowledge Base, this would not be appropriate to include in the Script
Include logic.)

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Question 15

True or False: Every Catalog Item uses the same workflow to manage approvals.

  • A. True
  • B. False
Answer:

B

User Votes:
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B
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