ServiceNow-CIS-ITSM-20200812edited
v2
Which of the following can the end user see in the related search result? - answer
Knowledge Articles
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? - answer If a Constant has been defined, such as Incident. State. IN
_PROGRESS, use the Constant.
A user with role catalog editor can maintain catalog items but he/she CANNOT update
catalog definitions. - answerFalse
Users with role catalog_editor can edit and update a service catalog, as well as
categories and catalog items within the catalog. The editor can assign other editors, but
cannot change the catalog manager.
Which of the following is used to group multiple catalog items that are usually ordered
together in one request? - answerOrder Guide
What will be the change request's state once a member of the CAB Approval group
rejects the approval request? - answerNew
Because of its agile nature, implementation of ServiceNow processes should
compromise quality in favor of speed of delivery. Issues can be fixed later, easily. -
answerFalse
Technical staff should keep quality attributes in mind when considering stakeholder
desires and
requirements.
How can you remove demo data? - answerYou can request that through the HI portal.
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? - answerDuration
[calendar_duration]
How to show the template bar at the bottom of the incident form? - answerClick on the
"Toggle Template Bar" at the top of the form.
Which of the following describes the purpose of User Criteria when used in the Service
Catalog application? - answerDetermine who can see Categories and Items
Which of the following statements is true regarding the permission that a user of itil role
has? - answerUsers with itil role can update any incident except closed incidents.
Which of the following is NOT an option in the incident's Resolution code drop down
list? - answerCanceled by caller
Incident Resolution Codes are:
1. Solved (work around)
2. Solved (permanently)
3. Solved remotely (work around)
4. Solved remotely (permanently)
5. Note solved (non-reproducible)
6. Not solved (too costly)
7. Closed, resolved by caller
Which role is required to delete an incident? - answeragent_workspace_user
admin
According to ServiceNow recommendations, the user who makes a service request
should be informed about the expectations for approval and delivery. - answerTrue
Which one of the following incident reports might help managers predict staffing levels
required? - answerIncidents Open per Week
What will be the new state once you click on the "Start Fix" button in the problem form?
- answerFix in progress
What can you use to explore the CMDB hierarchy and table definitions? - answerCI
Class Manager
Which of the following is NOT a way service catalog requests may be submitted in a
baseline ServiceNow instance? - answerFrom an inbound email
these are:
From the service catalog
, From the service portal
From an incident record
Which of the following is NOT a valid state for problem tasks? - answerRoot Cause
Analysis - that is the type
Problem Task States:
New
Assess
Work in Progress
Closed
Which of the following statements is true regarding incident categorization driven by
configuration item? - answerCategorization driven by configuration item is
recommended for customers with robust and Mature CMDB.
In which phase of the incident management lifecycle do incidents typically get
escalated? - answerInvestigation and Diagnosis
Which module to use in order to modify the field mapping of the Known Error articles? -
answerNone of the listed answers
There's no module for this. You can use csm_table_mapping.list to access and modify
the field
mapping.
Which of the following is NOT a valid Request State? - answerRejected - but is Closed
Rejected
these are:
1. Pending Approval
2. Approved
3. Closed complete
4. Closed Incomplete
5. Closed cancelled
6. Closed rejected
7. Closed skipped
Which of the following is NOT a feature provided by Knowledge Management OOTB? -
answerIntegration with social networking platforms
Social Q&A feature is available, but this is not related to social networking platforms. It
is allowing to
ask questions by the audience of the knowledge articles.
v2
Which of the following can the end user see in the related search result? - answer
Knowledge Articles
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? - answer If a Constant has been defined, such as Incident. State. IN
_PROGRESS, use the Constant.
A user with role catalog editor can maintain catalog items but he/she CANNOT update
catalog definitions. - answerFalse
Users with role catalog_editor can edit and update a service catalog, as well as
categories and catalog items within the catalog. The editor can assign other editors, but
cannot change the catalog manager.
Which of the following is used to group multiple catalog items that are usually ordered
together in one request? - answerOrder Guide
What will be the change request's state once a member of the CAB Approval group
rejects the approval request? - answerNew
Because of its agile nature, implementation of ServiceNow processes should
compromise quality in favor of speed of delivery. Issues can be fixed later, easily. -
answerFalse
Technical staff should keep quality attributes in mind when considering stakeholder
desires and
requirements.
How can you remove demo data? - answerYou can request that through the HI portal.
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? - answerDuration
[calendar_duration]
How to show the template bar at the bottom of the incident form? - answerClick on the
"Toggle Template Bar" at the top of the form.
Which of the following describes the purpose of User Criteria when used in the Service
Catalog application? - answerDetermine who can see Categories and Items
Which of the following statements is true regarding the permission that a user of itil role
has? - answerUsers with itil role can update any incident except closed incidents.
Which of the following is NOT an option in the incident's Resolution code drop down
list? - answerCanceled by caller
Incident Resolution Codes are:
1. Solved (work around)
2. Solved (permanently)
3. Solved remotely (work around)
4. Solved remotely (permanently)
5. Note solved (non-reproducible)
6. Not solved (too costly)
7. Closed, resolved by caller
Which role is required to delete an incident? - answeragent_workspace_user
admin
According to ServiceNow recommendations, the user who makes a service request
should be informed about the expectations for approval and delivery. - answerTrue
Which one of the following incident reports might help managers predict staffing levels
required? - answerIncidents Open per Week
What will be the new state once you click on the "Start Fix" button in the problem form?
- answerFix in progress
What can you use to explore the CMDB hierarchy and table definitions? - answerCI
Class Manager
Which of the following is NOT a way service catalog requests may be submitted in a
baseline ServiceNow instance? - answerFrom an inbound email
these are:
From the service catalog
, From the service portal
From an incident record
Which of the following is NOT a valid state for problem tasks? - answerRoot Cause
Analysis - that is the type
Problem Task States:
New
Assess
Work in Progress
Closed
Which of the following statements is true regarding incident categorization driven by
configuration item? - answerCategorization driven by configuration item is
recommended for customers with robust and Mature CMDB.
In which phase of the incident management lifecycle do incidents typically get
escalated? - answerInvestigation and Diagnosis
Which module to use in order to modify the field mapping of the Known Error articles? -
answerNone of the listed answers
There's no module for this. You can use csm_table_mapping.list to access and modify
the field
mapping.
Which of the following is NOT a valid Request State? - answerRejected - but is Closed
Rejected
these are:
1. Pending Approval
2. Approved
3. Closed complete
4. Closed Incomplete
5. Closed cancelled
6. Closed rejected
7. Closed skipped
Which of the following is NOT a feature provided by Knowledge Management OOTB? -
answerIntegration with social networking platforms
Social Q&A feature is available, but this is not related to social networking platforms. It
is allowing to
ask questions by the audience of the knowledge articles.
