ServiceNow cis-itsm practice test

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

Explanation:
152/152

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

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

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
151/152
Questions & Answers PDF
P-

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

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

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 150/152 Questions & Answers PDF P-

Answer:

A, B, D, F, G

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

Question 9

What is the minimum role required to delete a CI?

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

Answer:

A

Question 10

What is the minimum role required to delete a Problem?
149/152
Questions & Answers PDF
P-

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

Answer:

B