ServiceNow CIS-ITSM Questions With 100% Correct Answers latest
edition 2025/2026
Terms in this set (367)
True or False: Once an Incident is False: ESS users have a Reopen Incident button on resolved Incidents.
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 to Metric
track
field value durations, 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
the
details needed to manage and
Management Asset
operate hardware and
software.
Management
______ is primary focused on the
financial aspects of hardware and
software.
True or False: In the baseline True
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 lifecycle do
, Incidents typically get
escalated?
Services and types of
What are the considerations for
determining the need for services Audience
multiple Service Catalogs
Administration Delegation
In Change Management, the Risk Determine the Risk and Impact of the Change based on Risk Conditions
Calculator is used to:
What is a key benefit of Deflecting the creation of Incidents so users may help
implementing Knowledge themselves with common issues
Management?
Conduct a Root Cause
Analysis Create
Problem Management
Investigation and Diagnosis
Problem Tasks
activities include______ _.
Document Root Cause and Workarounds
Communicate Details about the Known Error (if appropriate).
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, how does their name
appear?
Best Practices for using Organize Categories in a way that your audience will understand
Service Catalog Categories
include_________ _.
edition 2025/2026
Terms in this set (367)
True or False: Once an Incident is False: ESS users have a Reopen Incident button on resolved Incidents.
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 to Metric
track
field value durations, 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
the
details needed to manage and
Management Asset
operate hardware and
software.
Management
______ is primary focused on the
financial aspects of hardware and
software.
True or False: In the baseline True
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 lifecycle do
, Incidents typically get
escalated?
Services and types of
What are the considerations for
determining the need for services Audience
multiple Service Catalogs
Administration Delegation
In Change Management, the Risk Determine the Risk and Impact of the Change based on Risk Conditions
Calculator is used to:
What is a key benefit of Deflecting the creation of Incidents so users may help
implementing Knowledge themselves with common issues
Management?
Conduct a Root Cause
Analysis Create
Problem Management
Investigation and Diagnosis
Problem Tasks
activities include______ _.
Document Root Cause and Workarounds
Communicate Details about the Known Error (if appropriate).
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, how does their name
appear?
Best Practices for using Organize Categories in a way that your audience will understand
Service Catalog Categories
include_________ _.
