ServiceNow CIS-ITSM Practice Questions

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Question 171

What state change in a parent Incident updates the state in all child incidents?

Resolved

Reopened

Closed

On Hold - Awaiting Caller

Question 172

(Tokyo) What parameters does the Next Generation Change Risk use to improve precision and provide additional change automation for existing change processes?

Select 2 Answers from the below options.

Question 173

The system administrator evaluates each catalogue item and determines whether approvals are needed and, if so, by whom.

Which of the following approval requirements are possible?

Select 3 Answers from the below options.

Select all that apply

Some or all of the requests

All of the requested items

The entire request and requested items

None of the requested items

Question 174

(R) How can you quickly reference the most frequently used articles in Service Portal?

By creating a shortcut link for them

By marking them as favorites

By flagging them

By rating them or marking them as helpful

Question 175

At what point is the resolution SLA escalated to the Incident Assignee’s manager with automatic notification for the first time?

At 100% time elapsed

Never

At 75% time elapsed

At 50% time elapsed

Question 176

A fulfiller locates the 'Catalog tasks' related lists to view the SCTASKs associated with the RITM.

Why don't they see all the tasks associated with the RITM record?

The related list is limited to one task at a time.

Some tasks must be completed before the next task appears in the related list.

Tasks are not completed simultaneously.

Each requested item is fulfilled in one task.

Question 177

What is a structured investigation to identify and understand the underlying cause of a problem to prevent a recurrence?

Key Performance Indicator (KPI)

Post Implementation Review (PIR)

Root Cause Analysis (RCA)

Known Error Database (KEDB)

Question 178

What can you determine with the On-call scheduling application?

Select 3 Answers from the below options.

Select all that apply

Who is the current primary contact for a task

Which member of a user group is available to complete a task

What are the roster and escalation details for each group

How to communicate internally with team members and externally with customers and contractors

Question 179

Which of the following can you do when creating a service catalogue variable?

Select 3 Answers from the below options.

Select all that apply

Make a variable read-only or hide it while defining the variable.

Make a question choice reusable, among other questions in the same catalogue item.

Make a question choice inactive.

Make a group of CheckBox variables mandatory in the Service Portal.

Question 180

What are the different ways that ITIL processes interact with Knowledge Management?

Select 3 Answers from the below options.

Select all that apply

Provides access to knowledge articles via the service catalogue (using content items).

Provide troubleshooting information to resolve incidents.

Updates knowledge articles as part of the release process.

Provides workaround information to resolve incidents related to problems and known errors.

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