Free ServiceNow CIS-ITSM Practice Exam with Questions & Answers | Set: 3

Name: How to Pass CIS-ITSM Exams
Brand: Examstrack
SKU: cis-itsm
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Questions 21

Where are the timeframe conditions for sending an SLA breach warning notification defined?

Options:

SLA definition record

Default SLA flow

SLA Properties application

SLA trigger conditions

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Questions 22

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

Questions 23

What is KCS (Knowledge Centered Services)?

Options:

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

Questions 24

Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

Options:

Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow

Unpublish the baseline Change - Emergency -Authorize flow

Deactivate the baseline Change - Emergency - Authorize flow

Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy

Questions 25

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

Options:

Application Menus

Report

Dependency view

CI Class Manager

Questions 26

Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement?

Options:

State Model

Workflow Dashboard

Action Modeler

Task Creator

Flow Designer

Questions 27

On an incident record, where are the fields fiat appear on the caller lookup select box defined?

Options:

The ref_contributions attribute on the caller lookup form

The ref_ac_column attribute from the dictionary entry

The Caller lookup field on the [user] table

The form design of the caller lookup form

Questions 28

What are the different ways a user can provide feedback on a knowledge article?

Choose 4 answers

Options:

Helpful?

10 Star scale

Comment on Article

Pin Article

5 Star scale

Flag Article

Questions 29

Options:

Maintain the same catalog structure as they implemented previously

Move each one over, ensuring that each new item has its own unique workflow

Notify all existing users and solicit input on the new catalog items

Review existing items to identify commonalities, to see if items may be combined

Whenever possible combine existing items into order guides

Questions 30

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

Options:

On the Cart Layout, Columns tab, unselect Quantity column

On the Catalog Item, Columns tab, unselect Quantity column

On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity

On the Catalog, Advanced View, unselect Use cart layout, select No quantity

On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive