Dec-2023 Get Totally Free Updates on CIS-ITSM Dumps PDF Questions [Q126-Q145]

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Dec-2023 Get Totally Free Updates on CIS-ITSM Dumps PDF Questions

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The CIS-ITSM exam covers a range of topics related to ITSM, including incident management, problem management, change management, service level management, and service catalog management. It tests the candidate’s ability to configure and customize ServiceNow ITSM modules, integrate with other ServiceNow modules, and manage ITSM processes. By passing CIS-ITSM exam, candidates can demonstrate their ability to design and implement ITSM solutions using ServiceNow, which can help them advance their careers and gain credibility in the industry.

ServiceNow is a leading provider of cloud-based solutions for IT service management, providing organizations with the ability to streamline and automate their IT operations. The ServiceNow CIS-ITSM certification exam is designed to validate the skills and knowledge of IT professionals in implementing and managing IT service management solutions using ServiceNow.

NEW QUESTION 126
In Problem Management, when using the Communicate Fix related link, which of the following conditions must be met for the fix to be communicated? (Choose three.)

Problem has an associated change request.

The Fix notes field is populated.

Incident is associated with the problem record.

Incident is in a State of On Hold with an On Hold Reason of Awaiting Problem.

Problem is in a state of Fix in Progress.

NEW QUESTION 127
What is the purpose of the Knowledge check box in Incident form?

If checked, it will create a draft knowledge article once the incident is closed.

If checked, it will create a draft knowledge article once the incident is resolved.

If checked, it will append the text in the Resolution note to the work notes.

If checked, it means that this incident is of type Knowledge Article.

NEW QUESTION 128
The purpose of “CAB Required” checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.

True

False

Explanation
CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.

NEW QUESTION 129
Using User Criteria, access to catalog categories and catalog items can be applied based on _____________.
(Choose three.)

Cost center

Country

Location

Department

Group

NEW QUESTION 130
What is the optimal technique a developer should use to programmatically retrieve Global Picklist options in a Test Method?

Use the Schema namespace.

Use a static resource.

Perform a callout to the Metadata API.

Perform a SOQL Query.

NEW QUESTION 131
What is the relationship between User table and Location table?

Many-to-many

One-to-many (one user can have many locations)

One-to-one

One-to-many (one location can be assigned to many users)

A user can have only one location, but the same location can be used for many users.

NEW QUESTION 132
Which of the following best describes CMDB?

A content-centric database to manage knowledge bases.

A centralized database table of all configurations and settings for the ITSM application.

A centralized place for all IT service infrastructure components and their relationships.

A centralized database for all services that are provided by the ITSM service catalogs.

NEW QUESTION 133
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

Submission of an incident by the same Caller with an identical short description

Assignment group changes from Service Desk to Software Group

Update to an associated problem record

State changes from Resolved to On Hold

NEW QUESTION 134
Which of the following CANNOT be performed by catalog_editor role?

Update Catalog.manager

Maintain Categories

Maintain Catalog Item

Update Catalog Definition

Explanation
Update Catalog.manager can be done by a user with role catalog_manager.

NEW QUESTION 135
Which of the following users has the permission to close an incident? (Choose two.)

None of the listed answers

Itil Admin

Itil User

Incident Manager

Incident caller

Explanation
Users with itil roles or incident manager don’t have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.

NEW QUESTION 136
What is the purpose of “reopen_count” field in incident table?

It stores the number of child incidents added to this incident.

It stores the number of times the incident state changed from “Closed” to “Open”.

It stores the number of times the incident state changed from any state to “Open”.

It stores the number of times the incident state changed from “Resolved” to “Open”.

NEW QUESTION 137
Which of the following is NOT a type of Article feedback that may be submitted by users?

Rate Article

Helpful (Yes / No)

Endorsed

Flag Article

Explanation
The Knowledge Feedback [kb_feedback) table tracks all forms of feedback for Knowledge Articles, including Helpful (Yes/No), Star Rating, Comments, and Flags

NEW QUESTION 138
Which of the following statements is true regarding incidents created for a VIP caller?

The priority field will automatically change to High.

The caller color will change.

An email will be sent to incident manager to follow up regarding this incident.

Workflow will change to accommodate for the criticality of the incident.

The only change for incidents created for a VIP caller is that the color of the caller field will change and decoration will be added.

NEW QUESTION 139
Which of the following statements are correct for standard changes? (Choose two.)

Standard change procedures must be stored in the Knowledge base.

Standard changes do not have change tasks.

Standard changes are typically low risk and have detailed procedures.

Standard changes can be automated.

Explanation
YES – Standard changes are typically low risk and have detailed procedures YES – Standard changes can be automated NO – Standard Change procedures must be stored in a Knowledge base NO – Standard changes don’t have Change tasks
————————————————————————- p218 Standard Change: “Select from available pre-approved change templates.” Standard Change: “Properties set to establish standards”
————————————————————————- SN Docs:
Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
————————————————————————- ITIL Definition of “Standard Change”:
A standard change is a change to a service or infrastructure for which the approach is pre-authorised by change management that has an accepted and established procedure to provide a specific change requirement.
^^suggests established procedure (similar to changes can be automated?)

NEW QUESTION 140
Which of the following record types would you use in order to propose a new standard change template?

Record Producer

Order Guide

Content Item

Catalog Item

NEW QUESTION 141
Why it takes time for the workaround to appear in the linked incidents’ comments when the “Communicate Workaround” is clicked in a problem?

There’s a scheduled job that runs every day at midnight to add the comment to linked incidents.

The “Communicate Workaround” uses an event which must be processed.

The system waits an action from the user to close the problem and then the workaround will be copied.

The query used to filter linked incidents is very complex and it takes time to run.

NEW QUESTION 142
Which of the following users has the permission to reopen an incident?

Itil Admin

Itil User

Incident caller

None of the listed answers

Incident Manager

Explanation
Only the incident opener can reopen it.

NEW QUESTION 143
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

Close Incident

Delete Incident

Reopen Incident

Archive Incident

NEW QUESTION 144
Which of the following knowledge workflows are available OOTB? (Choose all that apply.)

Knowledge – Approval

Knowledge Instant Publish

Knowledge – Approval Publish

Knowledge Instant Retire

Knowledge – Advanced Approval

NEW QUESTION 145
The support manager at Universal Containers wants a dashboard that shows the number of cases that remain open as of 5:00 p.m. each day.
Which type of report should be used in the dashboard component?

Custom summary report where unit equals business hours

Report based on custom report type using cases and business hours

Report based on a reporting snapshot that runs daily at 5:00 p.m.

Standard case lifecycle report where unit equals business hours

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