Vivid ServiceNow CIS-ITSM Preparation Online

NEW QUESTION 1
A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?

• A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
• B. Tester is not impersonating Problem Coordinator
• C. The customer did not pay the bill for Knowledge management
• D. The sn_known_error_write role is required to see the Create Known Error article link
• E. The requirement was not m the stories

Answer: A

NEW QUESTION 2
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

• A. Manage Risk Assessments
• B. Delete CAB Definition
• C. Manage Risk Conditions
• D. Delete Change
• E. Create and manage Approval Policies

Answer: ACD

NEW QUESTION 3
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

• A. % Successful Changes
• B. Count of Completed Changes per Month, by Change Type
• C. % Unauthorized Changes
• D. Count of Completed Changes per Month, by Category

Answer: AC

NEW QUESTION 4
In Change Management, what does a Model State contain? (Choose two.)

• A. Model State transitions conditions
• B. Model State properties
• C. Model State transition policies
• D. Model State transitions

Answer: AD

NEW QUESTION 5
FILL IN THE BLANK
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
A Change Landing Page

• A. Change Overview
• B. Change Interceptor
• C. Change Catalog

Answer: D

NEW QUESTION 6
Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

• A. Form Designer
• B. VEditor
• C. Variable Designer
• D. Record Producer Form Designer
• E. Default Variables Editor

Answer: DE

NEW QUESTION 7
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers

• A. sn_incident_write
• B. sn_incident_insert
• C. sn_incident_update
• D. sn_incident_read

Answer: BC

NEW QUESTION 8
Which of the following options can a survey administrator define on an individual survey? (Choose two.)

• A. The ability for end users to decline survey assignments
• B. Number of survey reminder notifications
• C. Trigger conditions
• D. Anonymize responses

Answer: BD

NEW QUESTION 9
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?

• A. Flow Actions
• B. Flow Activities
• C. Flow Steps
• D. Action Pills
• E. Flow Tasks

Answer: A

NEW QUESTION 10
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

• A. Add a new Policy Input to the Normal Change Approval Policy
• B. Add a new Decision to the Normal Change Approval Policy
• C. Add a new Change Approval Policy
• D. Add a new Decision to the Normal Change Workflow

Answer: B

NEW QUESTION 11
Released in Quebec, what tool enables the creation of templates for Catalog Items?

• A. Template Builder
• B. Template Management
• C. Catalog Wizard
• D. Catalog Builder
• E. Catalog Template Library

Answer: D

NEW QUESTION 12
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

• A. Sets of Variables
• B. Entitlements
• C. Icons
• D. Flows and Subflows

Answer: AD

NEW QUESTION 13
Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

• A. Add a UI action to hide the Network CAB group from the list
• B. Add a UI action to provide an error message if the Network CAB group is selected
• C. Add Dictionary Override to specify the Incident group Reference Qualifier
• D. Modify the choice list to include only the appropriate group types

Answer: C

NEW QUESTION 14
What are key relationships between Change and Release Management? Choose 3 answers

• A. A Change can contain one or more Releases
• B. A Release can contain one or more Changes
• C. Release management application is required, to use the Change management application
• D. Change management provides governance which includes Release management
• E. Change includes planning and approvals, Release includes building resting and execution of changes

Answer: CDE

NEW QUESTION 15
Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.
Which business rule already satisfies this requirement?

• A. Populate Assignment Group based on CI/SO
• B. Populate Assignment Group based on Cl Support Group
• C. Problem Assignment Group based on CI Support Group
• D. ITSM Best Practice Group Assignment

Answer: A

NEW QUESTION 16
What are key relationships between Change and Release Management? (Choose three.)

• A. Release management application is required, to use the Change management application
• B. Change includes planning and approvals; Release includes building, testing and execution of changes
• C. A Release can contain one or more Changes
• D. A Change can contain one or more Releases
• E. Change management provides governance, which includes Release management

Answer: BCE

NEW QUESTION 17
Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

• A. Content Item
• B. Record Producer
• C. Knowledge Item
• D. Order Guide
• E. Catalog Item

Answer: A

NEW QUESTION 18
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record?

• A. Priority Matrix
• B. Choice Lists
• C. Data Lookup Definitions
• D. Priority Rule Definitions

Answer: C

NEW QUESTION 19
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?

• A. Incident SLA clock is un-paused
• B. Incident record is updated, per the action's script Most Voted
• C. Auto-reply sent to sender, recommending they use Portal chat
• D. Incident record is re-set to state = attention required

Answer: B

NEW QUESTION 20
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