ServiceNow CIS ITSM (2025) EXAM QUESTIONS AND ALL CORRECT
ANSWERS 100% SOLVED AND GUARANTEED SUCCESS!!
Terms in this set (78)
Record Producer
What type of Service Catalog is
used to create an incident or raise [A record Producer is used to create an incident or raise an HR
and HR case? case. Especially from the Service Portal.]
Conflict with changes to parent and child CIs
Which of the following are checked Not executing during a blackout
for
time period Conflicts for all
conflict detection in change
requests? (3) affected CIs
Root Cause Analysis
What state does the problem
record return to when you click
[A problem record returns to the 'Root Cause Analysis' state when you
'Re-Analyze'? click
List Collector
Which variable types is
supported in a multi-row
[A list collector could be used to select multiple values for a question.
variable set?
Scheduling Assistant
What tool or feature is used in [If at least one conflict is detected, click the Scheduling Assistant
a change request to view and link to view and avoid resolve the conflict.
avoid (resolve) the conflicts?
The scheduling assistant dialogue box displays the next available
times to choose to resolve a conflict.]
, 1) Synchronized system that allows notifications to be triggered.
2) Tracking ticket activity for accurate reporting.
3) Transforming data for more uniform processing.
What are the advantages of an
incident ticketing integration
[ An incident ticketing integration exchanges ticket data between
between a
your SNow instance and a third-party system. ADVANTAGES
ServiceNow instance and a
include:
third party system?
1) Establish a ticket number that provides a unique key between systems.
2) Synchronizes the system so that notifications are triggered.
3) Transforming data to more uniform processing.
4) Trac king ticket activity for accurate reporting.
The Primary goal of the Incident Management team is to restore
normal service operation as quickly as possible.
What are the responsibilities of
the Incident Management Team?
This requires swiftly escalating to the right subject matter
experts who can rapidly diagnose the cause and quickly
implement a resolution.
Major Incident
What record is raised when there is A MI is an incident that results in significant disruption to the
a business and demands a response beyond the routine incident
significant disruption to the
management process.
business and demands a
response beyond the routine MI have a higher urgency and a higher impact on the business and
incident management require a separate procedure that accelerates the resolution
process? process to restore service as quickly as
possible.
HTML
What editor is used by
knowledge authors to apply You can improve the readability and usefulness of knowledge
predefined formats, code articles by formatting the article text using the HTML editor.
snippets, table of contents, and
find or The HTML editor available in knowledge articles uses built in TinyMCE
replace text for a knowledge editor.
article?
, The Problem Management Lifecycle includes the following steps:
1) Assign a problem group
What steps should be taken
2) Check for duplicates.
during Create and Asses stage
in the Problem
3) Associate incidents
Management Lifecycle?
4) Flag
major problems if possible. Communicate fix happens at a later stage.
What are two options to define the Flow and Workflow are the two options that define the
fulfillment process for the service fulfillment process for a service catalog item.
catalog?
Workarounds
According to ITIL best practice, workarounds are temporary
solutions that reduce or eliminate the effect of problems when
What are the temporary
a full resolution is not yet available.
solutions to reduce or eliminate
the effect of problems when a
They could also be used in incident management to restore
full resolution is not yet
service to the affected users.
available?
In some cases a workaround could provide sufficient solutions
to close the problem out without a permanent solution
available.
ANSWERS 100% SOLVED AND GUARANTEED SUCCESS!!
Terms in this set (78)
Record Producer
What type of Service Catalog is
used to create an incident or raise [A record Producer is used to create an incident or raise an HR
and HR case? case. Especially from the Service Portal.]
Conflict with changes to parent and child CIs
Which of the following are checked Not executing during a blackout
for
time period Conflicts for all
conflict detection in change
requests? (3) affected CIs
Root Cause Analysis
What state does the problem
record return to when you click
[A problem record returns to the 'Root Cause Analysis' state when you
'Re-Analyze'? click
List Collector
Which variable types is
supported in a multi-row
[A list collector could be used to select multiple values for a question.
variable set?
Scheduling Assistant
What tool or feature is used in [If at least one conflict is detected, click the Scheduling Assistant
a change request to view and link to view and avoid resolve the conflict.
avoid (resolve) the conflicts?
The scheduling assistant dialogue box displays the next available
times to choose to resolve a conflict.]
, 1) Synchronized system that allows notifications to be triggered.
2) Tracking ticket activity for accurate reporting.
3) Transforming data for more uniform processing.
What are the advantages of an
incident ticketing integration
[ An incident ticketing integration exchanges ticket data between
between a
your SNow instance and a third-party system. ADVANTAGES
ServiceNow instance and a
include:
third party system?
1) Establish a ticket number that provides a unique key between systems.
2) Synchronizes the system so that notifications are triggered.
3) Transforming data to more uniform processing.
4) Trac king ticket activity for accurate reporting.
The Primary goal of the Incident Management team is to restore
normal service operation as quickly as possible.
What are the responsibilities of
the Incident Management Team?
This requires swiftly escalating to the right subject matter
experts who can rapidly diagnose the cause and quickly
implement a resolution.
Major Incident
What record is raised when there is A MI is an incident that results in significant disruption to the
a business and demands a response beyond the routine incident
significant disruption to the
management process.
business and demands a
response beyond the routine MI have a higher urgency and a higher impact on the business and
incident management require a separate procedure that accelerates the resolution
process? process to restore service as quickly as
possible.
HTML
What editor is used by
knowledge authors to apply You can improve the readability and usefulness of knowledge
predefined formats, code articles by formatting the article text using the HTML editor.
snippets, table of contents, and
find or The HTML editor available in knowledge articles uses built in TinyMCE
replace text for a knowledge editor.
article?
, The Problem Management Lifecycle includes the following steps:
1) Assign a problem group
What steps should be taken
2) Check for duplicates.
during Create and Asses stage
in the Problem
3) Associate incidents
Management Lifecycle?
4) Flag
major problems if possible. Communicate fix happens at a later stage.
What are two options to define the Flow and Workflow are the two options that define the
fulfillment process for the service fulfillment process for a service catalog item.
catalog?
Workarounds
According to ITIL best practice, workarounds are temporary
solutions that reduce or eliminate the effect of problems when
What are the temporary
a full resolution is not yet available.
solutions to reduce or eliminate
the effect of problems when a
They could also be used in incident management to restore
full resolution is not yet
service to the affected users.
available?
In some cases a workaround could provide sufficient solutions
to close the problem out without a permanent solution
available.
