ITSM Certified Implementation Specialist (CIS) Practice Exam

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