SERVICENOW CIS-ITSM 2024 EXAM AND PRACTICE
EXAM 500 QUESTIONS WITH DETAILED VERIFIED
ANSWERS AND RATIONALES (100% CORRECT) /A+
GRADE ASSURED/NEWEST!!
Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View - ANSWER: B. CI Class Manager
Which type of catalog item should be used to create an incident record from the
portal?
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer - ANSWER: D. Record Producer
Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write - ANSWER: A. sn_incident_read
D. sn_incident_write
Given the class structure shown below, which types of CIs will be included in a report
run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes - ANSWER: C. CIs
defined directly in cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the
Assignment group field of an incident record? - ANSWER: Support group
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
,B. State model
C. State transition conditions
D. Phase model
E. State transitions - ANSWER: B. State model
C. State transition conditions
E. State transitions
When is a change task for Post Implementation Review created for an unauthorized
change?When is a change task for Post Implementation Review created for an
unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess - ANSWER: C. When the
change request moves to a state of Review
A customer requests that when the Service Desk agent clicks on the information icon
for the Caller's name, the quick view frame shows only the following fields:User
name -Manager name -Email Address -Employee ID -How would you modify the
quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table - ANSWER: D. Update the sys_quick
view for the user table
Your customer has built a mature knowledge base, with articles targeted to internal
audiences -which are technical. Other articles are written for end users, with simple
instructions. From the Incident form, the agents would like to be able to identify
which articles are visible to the callers What feature would you use, to satisfy this
requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View - ANSWER: B. Search as User
Your customer is using the baseline Create Incident Catalog Item and would like to
add a few additional input fields. How should you update the catalog item?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer - ANSWER: C. Edit in Catalog Builder
,Your customer is complaining that Service Desk users keep accidentally assigning
Incidents to the Network CAB, instead of Network Support You have confirmed
that:The Network Support group record has the Group types: Incident and
ChangeThe Network CAB group record has the Group type: ChangeWhat could you
do on the incident form, for the Assignment Group field, to resolve this issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB group is selected
C. Add Dictionary Override to specify the Incident group Reference Qualifier
D. Modify the choice list to include only the appropriate group types - ANSWER: Add
Dictionary Override to specify the Incident group Reference Qualifier
Which Agent workspace feature gives agents automatic search results that show
possible solutions for records they open?
A. Chat Bot
B. Related Search Results
C. Knowledge Bases
D. Intelligent Agent
E. Agent Assist - ANSWER: Agent Assist
Which capability provides visibility to data joined between multiple tables?
A. Database Views
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources - ANSWER: Database Views
What tools are available to the assignee to help resolve an Incident? (Choose two.)
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard - ANSWER: 1) Knowledge Articles
2) Workarounds
When using Inbound Email Actions, what happens if an email is received which has
no watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message - ANSWER: New incident created from the
message
, Under what circumstances, should you use the Communicate workaround Related
Link on the Problem record?
A. The workaround is helpful information for the Callers on the Problem's related
Incidents (open)
B. The workaround should be published to a knowledge article, visible from the
portal
C. The workaround is helpful information for the members of the Problem's
Assignment Group
D. The workaround is helpful information for the members of the Problem's Work
notes list - ANSWER: The workaround is helpful information for the members of the
Problem's Work notes list
Which interface is designed for tier 1 IT agents who solve internal or external
customer issues?
A. ITSM Dashboard
B. IT Service Management Workspace (Agent Workspace)
C. ITIL Homepage
D. Incident Overview - ANSWER: IT Service Management Workspace (Agent
Workspace)
When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents - ANSWER: 1) Knowledge Most Voted
2) Problems Most Voted
3) Changes Most Voted
4) Cases Most Voted
5) Incidents Most Voted
Which module is a useful starting point for a manager to view current state
operational information for Incident management?
A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map - ANSWER: Incident > Overview
The Problem table is extended from what table?
EXAM 500 QUESTIONS WITH DETAILED VERIFIED
ANSWERS AND RATIONALES (100% CORRECT) /A+
GRADE ASSURED/NEWEST!!
Which should be used to explore the entire hierarchy and table definitions of the
Configuration Management Database Classes?
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View - ANSWER: B. CI Class Manager
Which type of catalog item should be used to create an incident record from the
portal?
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer - ANSWER: D. Record Producer
Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write - ANSWER: A. sn_incident_read
D. sn_incident_write
Given the class structure shown below, which types of CIs will be included in a report
run against the cmdb_ci_computer table?
A. Just CIs defined directly in cmdb_ci_computer
B. CIs defined directly in cmdb_ci_computer and all parent classes
C. CIs defined directly in cmdb_ci_computer and all child classes - ANSWER: C. CIs
defined directly in cmdb_ci_computer and all child classes
Which field from the configuration item will automatically populate in the
Assignment group field of an incident record? - ANSWER: Support group
Which of the following are defined for a given change model? (Choose three.)
A. Phase transitions
,B. State model
C. State transition conditions
D. Phase model
E. State transitions - ANSWER: B. State model
C. State transition conditions
E. State transitions
When is a change task for Post Implementation Review created for an unauthorized
change?When is a change task for Post Implementation Review created for an
unauthorized change?
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess - ANSWER: C. When the
change request moves to a state of Review
A customer requests that when the Service Desk agent clicks on the information icon
for the Caller's name, the quick view frame shows only the following fields:User
name -Manager name -Email Address -Employee ID -How would you modify the
quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table - ANSWER: D. Update the sys_quick
view for the user table
Your customer has built a mature knowledge base, with articles targeted to internal
audiences -which are technical. Other articles are written for end users, with simple
instructions. From the Incident form, the agents would like to be able to identify
which articles are visible to the callers What feature would you use, to satisfy this
requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View - ANSWER: B. Search as User
Your customer is using the baseline Create Incident Catalog Item and would like to
add a few additional input fields. How should you update the catalog item?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer - ANSWER: C. Edit in Catalog Builder
,Your customer is complaining that Service Desk users keep accidentally assigning
Incidents to the Network CAB, instead of Network Support You have confirmed
that:The Network Support group record has the Group types: Incident and
ChangeThe Network CAB group record has the Group type: ChangeWhat could you
do on the incident form, for the Assignment Group field, to resolve this issue?
A. Add a UI action to hide the Network CAB group from the list
B. Add a UI action to provide an error message if the Network CAB group is selected
C. Add Dictionary Override to specify the Incident group Reference Qualifier
D. Modify the choice list to include only the appropriate group types - ANSWER: Add
Dictionary Override to specify the Incident group Reference Qualifier
Which Agent workspace feature gives agents automatic search results that show
possible solutions for records they open?
A. Chat Bot
B. Related Search Results
C. Knowledge Bases
D. Intelligent Agent
E. Agent Assist - ANSWER: Agent Assist
Which capability provides visibility to data joined between multiple tables?
A. Database Views
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources - ANSWER: Database Views
What tools are available to the assignee to help resolve an Incident? (Choose two.)
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard - ANSWER: 1) Knowledge Articles
2) Workarounds
When using Inbound Email Actions, what happens if an email is received which has
no watermark or reference number?
A. New incident created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message - ANSWER: New incident created from the
message
, Under what circumstances, should you use the Communicate workaround Related
Link on the Problem record?
A. The workaround is helpful information for the Callers on the Problem's related
Incidents (open)
B. The workaround should be published to a knowledge article, visible from the
portal
C. The workaround is helpful information for the members of the Problem's
Assignment Group
D. The workaround is helpful information for the members of the Problem's Work
notes list - ANSWER: The workaround is helpful information for the members of the
Problem's Work notes list
Which interface is designed for tier 1 IT agents who solve internal or external
customer issues?
A. ITSM Dashboard
B. IT Service Management Workspace (Agent Workspace)
C. ITIL Homepage
D. Incident Overview - ANSWER: IT Service Management Workspace (Agent
Workspace)
When using Agent assist in the Agent workspace, what are examples of possible
solutions can be automatically searched and displayed? (Choose five.)
A. Runbook Actions
B. Knowledge
C. SQL Queries
D. Problems
E. Changes
F. Cases
G. Incidents - ANSWER: 1) Knowledge Most Voted
2) Problems Most Voted
3) Changes Most Voted
4) Cases Most Voted
5) Incidents Most Voted
Which module is a useful starting point for a manager to view current state
operational information for Incident management?
A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map - ANSWER: Incident > Overview
The Problem table is extended from what table?
