Service Now CIS-ITSM Exam Prep Questions With 100%
Correct Answers
Terms in this set (155)
True or False: TRUE
Once an Incident is placed in a
Resolved State, the Caller may
no longer re-open the Incident.
Common recurring Catalog Variable Sets
Variables can be grouped and
standardized using _________
Which platform feature is used Metric
to track
field value duration's, such as
the length of time an Incident
spent in each State or the length
of time an Incident was
assigned to each group?
_______is primarily focused on Configuration Management, Asset Management
the
details needed to manage and
operate hardware and
software______________is
primarily focused on the
financial aspects of hardware
and software.
True or False: TRUE
In the baseline configuration,
Service Level Agreements use
percentages of SLA
Duration to determine
when to send Breach
Warnings and Breach
Notice notifications.
In which phase of the Incident Investigation and Diagnosis
Management life-cycle do
Incidents typically get
,escalated?
, Which of the following is NOT a Size of the company
consideration when determining
the need for multiple Service
Catalogs?
In Change Management, the Risk Determine the Risk and Impact of the Change based on Risk Conditions
Calculator is used to:
Which of the following Deflecting the creation of Incidents so users may help
represents a benefit of themselves with common issues
implementing Knowledge
Management?
Problem Management Investigation Conduct a Root Cause Analysis
and Diagnosis activities include
__________
A Parent Incident is updated to No automatic updates are made to child Incidents
reflect a new Priority and a new
Assignment Group.
Which of the following
represents corresponding
updates made
automatically to child Incidents?
A user has the VIP field set to - The user's name is shown in red in the Caller field
true on their User [sys_user] - A 'VIP' decoration is displayed next to the Caller field
record. When that user is
selected as the Caller on an
Incident, which of the following
statements are true in a
baseline platform configuration?
Select all that apply.
Best Practices for using - Organize Categories in a way that your audience will understand
Service Catalog Categories
include __________
What is the name of the view sys_popup
that can be configured to
control the fields displayed
when a user hovers over the
reference icon next to a
reference field?
In the baseline platform Caller, Opened By or on the Watch List
configuration, a end-user with
Correct Answers
Terms in this set (155)
True or False: TRUE
Once an Incident is placed in a
Resolved State, the Caller may
no longer re-open the Incident.
Common recurring Catalog Variable Sets
Variables can be grouped and
standardized using _________
Which platform feature is used Metric
to track
field value duration's, such as
the length of time an Incident
spent in each State or the length
of time an Incident was
assigned to each group?
_______is primarily focused on Configuration Management, Asset Management
the
details needed to manage and
operate hardware and
software______________is
primarily focused on the
financial aspects of hardware
and software.
True or False: TRUE
In the baseline configuration,
Service Level Agreements use
percentages of SLA
Duration to determine
when to send Breach
Warnings and Breach
Notice notifications.
In which phase of the Incident Investigation and Diagnosis
Management life-cycle do
Incidents typically get
,escalated?
, Which of the following is NOT a Size of the company
consideration when determining
the need for multiple Service
Catalogs?
In Change Management, the Risk Determine the Risk and Impact of the Change based on Risk Conditions
Calculator is used to:
Which of the following Deflecting the creation of Incidents so users may help
represents a benefit of themselves with common issues
implementing Knowledge
Management?
Problem Management Investigation Conduct a Root Cause Analysis
and Diagnosis activities include
__________
A Parent Incident is updated to No automatic updates are made to child Incidents
reflect a new Priority and a new
Assignment Group.
Which of the following
represents corresponding
updates made
automatically to child Incidents?
A user has the VIP field set to - The user's name is shown in red in the Caller field
true on their User [sys_user] - A 'VIP' decoration is displayed next to the Caller field
record. When that user is
selected as the Caller on an
Incident, which of the following
statements are true in a
baseline platform configuration?
Select all that apply.
Best Practices for using - Organize Categories in a way that your audience will understand
Service Catalog Categories
include __________
What is the name of the view sys_popup
that can be configured to
control the fields displayed
when a user hovers over the
reference icon next to a
reference field?
In the baseline platform Caller, Opened By or on the Watch List
configuration, a end-user with
