CIS - ITSM Questions Questions With 100% Correct Answers 2025
Terms in this set (64)
Problem Term used when incident submitted for unknown issue
sys_choice Table that holds category and sub category choices
When one does not already exist Under what circumstance can you create a problem from an incident
ITIL Admin Minimum role required to delete an incident
Creation and classification, Incident Lifecycle
Investigation and Diagnosis,
Resolution and Closure
Name in Red and Decoration is What is triggered when a caller is VIP?
added
If incident state changes from What can trigger the reopen count to be incremented
Resolved to anything but Closed
Creation and Scope, Approval, Change Lifecycle
Implementation, Closure
ITIL Minimum role to submit an emergency change
When change is set to When are a Change's actual start and end dates set?
Implement State (start) and
Review (end)
False SN does not support multiple Knowledge Bases
sc_ First two letters of primary Service Catalog tables
Submission ->Approval- Request Fulfillment Lifecycle
>Fulfillment-
>Closure
vEditor Where can you set variables to be displayed in Catalog Task record?
Users, Groups, Companies, Examples of Foundation Data
Locations
Work Notes, Comments, Also Which fields are updated on child incident when parent is updated
resolved code, notes and
state when resolved
Execution plans are not as Difference between Workflows and Execution Plans
powerful or flexible as
workflows, and cannot be
designed using a graphical editor.
Execution plans are useful in some
circumstances, for example, if
, you want to build your
processes programmatically or
through imports. ServiceNow
recommends using workflows
for request fulfillment
processes.
ITIL Minimum role to delete a CI record
Categories Related list on Catalog How to display one catalog item in more than one category
item
Break, Container variables, Variables not supported on mobile devices
Duration, Email, HTML, Label, List
Collector, Lookup
Multiple Choice, Macro, Macro
With Label, Masked, Multiple
Choice, UI Page, URL
True Container Start is required for Container Split
CMDB is a centrally managed and Purpose of the CMDB
controlled system of record for all
IT
service infrastructure
components and their
relationships.
Incident System name of the Incident table
Problem System name of the Problem table
True Incident table is extended from Task
False Problem table is not extended from Task
Social Q&A How can users discuss KB Articles
Connect Support Chat option How can users interact with a Customer Service Rep in real time?
False Conflict Detection Cannot Be Run from Check Conflicts UI Action
True Risk Conditions can be triggered by a UI Action
Impact, Urgency What fields calculate Priority?
o Schedule series CAB meetings What can you do on the CAB Workshop Dashboard?
o Manage invites and track
attendance
o Define Agendas
o View Change Calendar
o Approve/reject Changes
o Review and take notes
Auto Add Agenda decisions, logs to
Terms in this set (64)
Problem Term used when incident submitted for unknown issue
sys_choice Table that holds category and sub category choices
When one does not already exist Under what circumstance can you create a problem from an incident
ITIL Admin Minimum role required to delete an incident
Creation and classification, Incident Lifecycle
Investigation and Diagnosis,
Resolution and Closure
Name in Red and Decoration is What is triggered when a caller is VIP?
added
If incident state changes from What can trigger the reopen count to be incremented
Resolved to anything but Closed
Creation and Scope, Approval, Change Lifecycle
Implementation, Closure
ITIL Minimum role to submit an emergency change
When change is set to When are a Change's actual start and end dates set?
Implement State (start) and
Review (end)
False SN does not support multiple Knowledge Bases
sc_ First two letters of primary Service Catalog tables
Submission ->Approval- Request Fulfillment Lifecycle
>Fulfillment-
>Closure
vEditor Where can you set variables to be displayed in Catalog Task record?
Users, Groups, Companies, Examples of Foundation Data
Locations
Work Notes, Comments, Also Which fields are updated on child incident when parent is updated
resolved code, notes and
state when resolved
Execution plans are not as Difference between Workflows and Execution Plans
powerful or flexible as
workflows, and cannot be
designed using a graphical editor.
Execution plans are useful in some
circumstances, for example, if
, you want to build your
processes programmatically or
through imports. ServiceNow
recommends using workflows
for request fulfillment
processes.
ITIL Minimum role to delete a CI record
Categories Related list on Catalog How to display one catalog item in more than one category
item
Break, Container variables, Variables not supported on mobile devices
Duration, Email, HTML, Label, List
Collector, Lookup
Multiple Choice, Macro, Macro
With Label, Masked, Multiple
Choice, UI Page, URL
True Container Start is required for Container Split
CMDB is a centrally managed and Purpose of the CMDB
controlled system of record for all
IT
service infrastructure
components and their
relationships.
Incident System name of the Incident table
Problem System name of the Problem table
True Incident table is extended from Task
False Problem table is not extended from Task
Social Q&A How can users discuss KB Articles
Connect Support Chat option How can users interact with a Customer Service Rep in real time?
False Conflict Detection Cannot Be Run from Check Conflicts UI Action
True Risk Conditions can be triggered by a UI Action
Impact, Urgency What fields calculate Priority?
o Schedule series CAB meetings What can you do on the CAB Workshop Dashboard?
o Manage invites and track
attendance
o Define Agendas
o View Change Calendar
o Approve/reject Changes
o Review and take notes
Auto Add Agenda decisions, logs to
