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CIS-Service Management
CIS-ITSM
Certified Implementation Specialist - IT Service Management Questions and Answers

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Viewing questions 41-50 out of questions

Questions # 41:

The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:

Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

Options:

104

"Fix in Progress"

ProblemState.STATES.FIX_IN_PROGRESS

104.ProblemState.STATES.FIX_IN_PROGRESS

Answer

Questions # 42:

Which of these can be associated with a service within the service portfolio taxonomy?

Options:

Node layer

Node

Node level

Leaf node

Answer

Explanation

Step by Step Comprehensive Detailed Explanation: In the context of ServiceNow IT Service Management, specifically within the service portfolio taxonomy, a ‘leaf node’ can be associated with a service. The service portfolio taxonomy is a hierarchical structure that organizes the services offered by an organization. At the top of this hierarchy are broad categories or ‘nodes,’ which are then broken down into more specific ‘leaf nodes.’ These leaf nodes represent individual services or offerings that are the most granular level within the taxonomy. Associating a service with a leaf node allows for detailed tracking and management of that particular service within the larger portfolio.

References: The information is based on the ServiceNow product documentation and resources available on their official support and documentation portals, which detail the service portfolio management taxonomy and its components123.

Questions # 43:

Where do you enable the Search as feature for an incident?

Options:

Incident Properties application

Related Search Results table configuration

Incident form design

incident.deflection system property

Answer

Explanation

https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search/task/t_DefineContextualSearchForForm.html

Questions # 44:

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?

Options:

Populate Assignment Group based on CI/SO

Populate Assignment Group based on Cl Support Group

Problem Assignment Group based on CI Support Group

ITSM Best Practice Group Assignment

Answer

Questions # 45:

A customer wants to add a new Catalog Item to the Service Catalog.

What process would be used to ensure the new item is authorized?

Options:

Fulfillment Management

Release Management

Configuration Management

Change Management

Catalog Management

Answer

Questions # 46:

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

Options:

Number of Problem that have Breached SLAs

Average Problem Resolution Time

Percentage of Problem Resolution within SLA by Category

Problems older than 30 days by Priority and State

Answer

B, D

Questions # 47:

Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

Options:

Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date

Update the incident_close UI action script

From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes

Modify the Incident Lifecycle flow to expire after 7 days

Answer

A, D

Questions # 48:

If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers

Options:

Users with the ftil_admin role

Users with admin role

Users that have the Write role(s) OR that match the Can write user criteria

Users with sn_change_write role

Users that have the Write role(s) AND match the Can write user criteria

Answer

B, E

Questions # 49:

What tools are available to the assignee to help resolve an incident?

Choose 2 answers

Options:

Knowledge Articles

Known Errors

Class Manager

Enterprise CMDB Dashboard

Incident Overview Dashboard

Answer

C, E

Questions # 50:

How is the Resource Management application activated?

Options:

Installed with PPM Standard plugin

Installed as part of Release Management plugin

Installed as part of adding users

Installed automatically as part of new system

Answer

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