Actual4Exams CIS-ITSM dumps & CIS-Service Management Sure Practice with 115 Questions
New CIS-ITSM Exam Questions| Real CIS-ITSM Dumps
NEW QUESTION # 64
The data in the Schedule section of the change request is just to aid reviewers and implementers. No process logic is driven off of values in these fields.
- A. False
- B. True
Answer: A
Explanation:
Explanation
This data is used for conflict detection and risk assessment.
NEW QUESTION # 65
Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.
How does this action meet the requirement?
- A. The junction object allows the administrator to add a workflow rule to update fields on the Position and Applicant objects.
- B. A lookup relationship on the Applicant object with Position as the master provides roll-up summary fields without code.
- C. The Job Application object as a master to Position and Applicant objects will allow roll-up summary fields on the Position and Applicant objects.
- D. The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.
Answer: D
NEW QUESTION # 66
In knowledge management, which conditions must be met before users can import Word documents?
- A. The user must meet the conditions in the Can Contribute User Criteria for at least one knowledge base OR have the knowledge or knowledge_admin role.
- B. The user must have the knowledge or knowledge_admin role.
- C. The user must have one of the roles specified in the Knowledge system property "List of roles (comma-separated) that can import Knowledge Articles".
- D. The knowledge base must have the Enable Article Import field set to true.
Answer: A
NEW QUESTION # 67
REVIEW
Which key performance indicators can be influenced by effective Problem Management? Select all that apply.
- A. Average time to close a Problem
- B. % of high priority Problems
- C. % of Incidents Resolved on First Contact
- D. Average Time to Resolve a High Priority Incident
Answer: A,B
NEW QUESTION # 68
When documenting requirements, it is important to include the customer preferred designed choices.
- A. False
- B. True
Answer: A
Explanation:
It is not recommended to include design choices in the requirements documents.
NEW QUESTION # 69
In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ?
- A. Workflow conditions matching Change request field values
- B. The workflow field on the change request record
- C. The workflow defined on the Change type record
- D. System properties
Answer: A
Explanation:
Explanation
Articles may also be moved from one ServiceNow instance to another using XML Export and XML Import. The XML files generated will include article attachments.
NEW QUESTION # 70
Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?
- A. Benchmark
- B. Business Rule
- C. First Call Resolution field
- D. Metric
Answer: D
NEW QUESTION # 71
What should you do in order to edit the template used to populate fields of known error article created from a problem?
- A. Modify "Problem Known Error article" record in the "known_error_article" table
- B. Modify "Problem Known Error article" record in the Knowledge Base
- C. Modify "Problem Known Error article" record in the "csm_table_map" table
- D. Modify "Problem Known Error article" record in sys_template table
Answer: C
NEW QUESTION # 72
A developer is asked to build a solution that will automatically send an email to the Customer when an Opportunity stage changes. The solution must scale to allow for 10,000 emails per day. The criteria to send the email should be evaluated after all Workflow Rules have fired.
What is the optimal way to accomplish this?
- A. Use a Workflow Email Alert.
- B. Use a MassEmailMessage() with an Apex Trigger.
- C. Use an Email Alert with Process Builder.
- D. Use a SingleEmailMessage() with an Apex Trigger.
Answer: C
NEW QUESTION # 73
What is the default number of days (integer) after which Resolved Incidents are automatically closed?
- A. Five working days
- B. Five Days
- C. Three Days
- D. One Day
Answer: A
Explanation:
NEW QUESTION # 74
Which table is used to store emergency change requests?
- A. Change Request [change_request]
- B. Emergency Change Request [emergency_change_request]
- C. Emergency CR [emergency_cr]
- D. Change [change]
Answer: A
Explanation:
Explanation/Reference:
Explanation:
All types of change requests are stored in the same table: Change Request [change_request].
NEW QUESTION # 75
There are two types of variable sets, single-row and multi-row.
- A. True
- B. False
Answer: A
NEW QUESTION # 76
In Change Management, what is the purpose of the Risk Assessment Survey?
- A. Determine the Risk of the Change based on user responses to a Risk Assessment
- B. Survey CAB members to collectively assess Risk of each Change reviewed
- C. Automatically survey the environment to analyze the continuity of services to assess Risk
- D. Determine the Risk of the Change based on Risk Conditions
Answer: A
Explanation:
Explanation
Risk Assessments leverage Survey functionality to allow users to answer questions regarding a Change to better assess risk. Conditions are set for each Assessment master to determine which survey should be used. Questions are defined and associated response choices are given scores. The sum of all response scores is matched against Risk Assessment Thresholds to determine risk.
NEW QUESTION # 77
Technical configuration items extend the Base Configuration Item table.
- A. False
- B. True
Answer: A
Explanation:
Technical configuration items extend the cmdb_ci table instead of Base Configuration Item (cmdb) table.
NEW QUESTION # 78
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
- A. onLoad
- B. onLaunch
- C. onSubmit
- D. onSave
Answer: A
NEW QUESTION # 79
Which role is required to edit the Type field on a Change
- A. admin
- B. nobody
- C. change_manager
- D. itil
Answer: B
Explanation:
Explanation
Kind of a trick question. Nobody role can't *really* be assigned to edit the 'type' field.
NEW QUESTION # 80
What are two capabilities of Territory Management? (Choose two.)
- A. The ability to use opportunity criteria to expand a private sharing model.
- B. Territory hierarchy replaces the role hierarchy for sharing.
- C. The ability to use account criteria to expand a private sharing model.
- D. Support for complex and frequently changed sales organization structures.
Answer: A,D
NEW QUESTION # 81
Because of its agile nature, implementation of ServiceNow processes should compromise quality in favor of speed of delivery. Issues can be fixed later, easily.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Technical staff should keep quality attributes in mind when considering stakeholder desires and requirements.
NEW QUESTION # 82
In the baseline instance, which of the following views are available for incidents? (Choose three.)
- A. Workspace
- B. Password
- C. Metrics
- D. Master
- E. Agent View
Answer: A,B,C
Explanation:
Explanation
There is no such a view called Master or Agent View. Note: there is a view called Default View that is meant to be viewed by agents.
NEW QUESTION # 83
Which of the following statements is true when an incident has several child incidents?
- A. All updates to child incidents are reflected in the parent incident.
- B. Updates to State, Comments, Work Notes, and Resolution Code are reflected in child incidents.
- C. All updates to parent incident are reflected in child incidents.
- D. No updates are synchronized between parent and child incidents.
Answer: B
NEW QUESTION # 84
Which of the following represents how Knowledge Management Article publishing is managed?
- A. Publish and Retire workflows are set in the Knowledge Management System Properties
- B. Any article submitted is automatically published
- C. Each Knowledge Base follows its own Publish and Retire workflow
- D. Each Knowledge Article follows its own Publish and Retire workflow
Answer: D
Explanation:
Explanation
Each Knowledge Base can have its own Publish Workflow and Retire Workflow. Each Knowledge Article kicks off an instance of the Publish and Retire workflow defined in the Knowledge Base.
NEW QUESTION # 85
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