ServiceNow-CIS-ITSM-2
Which of the following can the end user see in the related search result?
A. Open Problems
B. Open Incidents
C. Resolved Problems
D. Knowledge Articles
E. Resolved Incidents - answer: D
Explanation
Related resolved & open incidents and resolved & open problems don't appear to end
users. End
users can only see related knowledge articles and catalog items.
When referring to the State of an incident in server-side code (such as in a script
include, business rule, or UI action), which method is the preferred way to refer to the
State field value?
A. Use the get Display Value () method to retrieve the Label associated with the State
field value.
B. If a Constant has been defined, such as Incident. State .IN_ PROGRESS, use the
Constant.
C. Use the value of the choice option, such as 2 to refer to a State of in Progress. -
answerAnswer: B
A user with role catalog_editor can maintain catalog items but he/she CANNOT update
catalog definitions.
A. True
B. False - answerAnswer: B
Explanation
Users with role catalog_editor can maintain catalog items and also can update catalog
definition.
Which of the following is used to group multiple catalog items that are usually ordered
together in one request?
A. Wish List
B. Catalog Category
C. Order Guide
D. Record Producer - answerAnswer: C
What will be the change request's state once a member of the CAB Approval group
rejects the approval request?
A. Assess
B. New
C. Rejected
,D. Canceled - answerAnswer: B
Because of its agile nature, implementation of ServiceNow processes should
compromise quality in favor of speed of delivery. Issues can be fixed later, easily.
A. True
B. False - answerAnswer: B
Explanation
Technical staff should keep quality attributes in mind when considering stakeholder
desires and
requirements.
How can you remove demo data?
A. In the settings, you can check the "Remove demo data" check box.
B. You have to go through the tables and select all records and delete them.
C. You can request that through the HI portal.
D. You have to deactivate the ITSM Foundation plugin and activate it again without
selecting the
"demo data" check box. - answerAnswer: C
Explanation
You can use the HI portal to request removal of demo data. This option is available
under Manage
Instance module.
Which field on the incident table automatically tracks the TOTAL elapsed time between
when an incident is created until the time it is resolved?
A. Duration [calendar_duration]
B. Business Duration [business_duration]
C. Business Resolve Time [business_stc]
D. Resolve Time [calendar_stc] - answerAnswer: A
How to show the template bar at the bottom of the incident form?
A. Click on the "Toggle Template Bar" at the top of the form.
B. Set the incident property "Show Toggle Bar" to true.
C. In the Form Layout, add the "Template Bar" to the available fields.
D. In the Form Layout, select the checkbox "Show Template Bar". - answerAnswer: A
Which of the following describes the purpose of User Criteria when used in the Service
Catalog application?
A. Pre-fill user preferences on Catalog order forms
B. Replace Access Controls to provide security to Requests
C. Determine who can see Categories and Items
D. Determine who can see Catalogs and Items - answerAnswer: C
Which of the following statements is true regarding the permission that a user of itil role
has?
A. Users with itil role can update any incident except closed incidents.
, B. Users with itil role can only update incident created by them.
C. Users with itil role can update any incident.
D. Users with itil role can update any incident except closed and resolved incidents. -
answerAnswer: A
Which of the following is NOT an option in the incident's Resolution code drop down
list?
A. Solved Remotely (Permanently)
B. Solved (Work Around)
C. Not Resolved (Too Costly)
D. Canceled by caller - answerAnswer: D
Explanation
All the listed options are actual options in the Resolution code field except the
"Canceled by caller".
Which role is required to delete an incident?
A. admin
B. incident_manager
C. itil_admin
D. itil - answerAnswer: A C
According to ServiceNow recommendations, the user who makes a service request
should be informed about the expectations for approval and delivery.
A. True
B. False - answerAnswer: A
Which one of the following incident reports might help managers predict staffing levels
required?
A. Critical Open Incidents
B. Incidents Open per Week
C. Overdue Incidents
D. Incidents Closed per Week - answerAnswer: B
What will be the new state once you click on the "Start Fix" button in the problem form?
A. Root Cause Analysis
B. Assess
C. In Progress
D. Fix in progress - answerAnswer: D
What can you use to explore the CMDB hierarchy and table definitions?
A. CMDB Manager
B. CI Manager
C. CMDB Schema
D. CI Class Manager - answerAnswer: D
Which of the following can the end user see in the related search result?
A. Open Problems
B. Open Incidents
C. Resolved Problems
D. Knowledge Articles
E. Resolved Incidents - answer: D
Explanation
Related resolved & open incidents and resolved & open problems don't appear to end
users. End
users can only see related knowledge articles and catalog items.
When referring to the State of an incident in server-side code (such as in a script
include, business rule, or UI action), which method is the preferred way to refer to the
State field value?
A. Use the get Display Value () method to retrieve the Label associated with the State
field value.
B. If a Constant has been defined, such as Incident. State .IN_ PROGRESS, use the
Constant.
C. Use the value of the choice option, such as 2 to refer to a State of in Progress. -
answerAnswer: B
A user with role catalog_editor can maintain catalog items but he/she CANNOT update
catalog definitions.
A. True
B. False - answerAnswer: B
Explanation
Users with role catalog_editor can maintain catalog items and also can update catalog
definition.
Which of the following is used to group multiple catalog items that are usually ordered
together in one request?
A. Wish List
B. Catalog Category
C. Order Guide
D. Record Producer - answerAnswer: C
What will be the change request's state once a member of the CAB Approval group
rejects the approval request?
A. Assess
B. New
C. Rejected
,D. Canceled - answerAnswer: B
Because of its agile nature, implementation of ServiceNow processes should
compromise quality in favor of speed of delivery. Issues can be fixed later, easily.
A. True
B. False - answerAnswer: B
Explanation
Technical staff should keep quality attributes in mind when considering stakeholder
desires and
requirements.
How can you remove demo data?
A. In the settings, you can check the "Remove demo data" check box.
B. You have to go through the tables and select all records and delete them.
C. You can request that through the HI portal.
D. You have to deactivate the ITSM Foundation plugin and activate it again without
selecting the
"demo data" check box. - answerAnswer: C
Explanation
You can use the HI portal to request removal of demo data. This option is available
under Manage
Instance module.
Which field on the incident table automatically tracks the TOTAL elapsed time between
when an incident is created until the time it is resolved?
A. Duration [calendar_duration]
B. Business Duration [business_duration]
C. Business Resolve Time [business_stc]
D. Resolve Time [calendar_stc] - answerAnswer: A
How to show the template bar at the bottom of the incident form?
A. Click on the "Toggle Template Bar" at the top of the form.
B. Set the incident property "Show Toggle Bar" to true.
C. In the Form Layout, add the "Template Bar" to the available fields.
D. In the Form Layout, select the checkbox "Show Template Bar". - answerAnswer: A
Which of the following describes the purpose of User Criteria when used in the Service
Catalog application?
A. Pre-fill user preferences on Catalog order forms
B. Replace Access Controls to provide security to Requests
C. Determine who can see Categories and Items
D. Determine who can see Catalogs and Items - answerAnswer: C
Which of the following statements is true regarding the permission that a user of itil role
has?
A. Users with itil role can update any incident except closed incidents.
, B. Users with itil role can only update incident created by them.
C. Users with itil role can update any incident.
D. Users with itil role can update any incident except closed and resolved incidents. -
answerAnswer: A
Which of the following is NOT an option in the incident's Resolution code drop down
list?
A. Solved Remotely (Permanently)
B. Solved (Work Around)
C. Not Resolved (Too Costly)
D. Canceled by caller - answerAnswer: D
Explanation
All the listed options are actual options in the Resolution code field except the
"Canceled by caller".
Which role is required to delete an incident?
A. admin
B. incident_manager
C. itil_admin
D. itil - answerAnswer: A C
According to ServiceNow recommendations, the user who makes a service request
should be informed about the expectations for approval and delivery.
A. True
B. False - answerAnswer: A
Which one of the following incident reports might help managers predict staffing levels
required?
A. Critical Open Incidents
B. Incidents Open per Week
C. Overdue Incidents
D. Incidents Closed per Week - answerAnswer: B
What will be the new state once you click on the "Start Fix" button in the problem form?
A. Root Cause Analysis
B. Assess
C. In Progress
D. Fix in progress - answerAnswer: D
What can you use to explore the CMDB hierarchy and table definitions?
A. CMDB Manager
B. CI Manager
C. CMDB Schema
D. CI Class Manager - answerAnswer: D
