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Pass the ServiceNow CIS-Service Management CIS-ITSM Questions and answers with Dumpstech

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Viewing questions 21-30 out of questions

Questions # 21:

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.

What would be the next step for this problem?

Options:

If 7 days has passed, since the Problem was closed, it cannot be re-opened

Problem Manager clicks Re-Analyze on the Problem record

Problem Assignee clicks Re-Open on the Problem record

Administrator clicks Re-Open on the Problem Record

Answer

Questions # 22:

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Options:

Too many options may confuse users and increase mis-categorization

Choices have no additional metadata to drive process

It is difficult to implement

It is not part of the baseline instance

Answer

A, B

Questions # 23:

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

Options:

Manage Risk Assessments

Delete CAB Definition

Manage Risk Conditions

Delete Change

Create and manage Approval Policies

Answer

A, C, D

Questions # 24:

What module do you use to change the setting for the time between incident Resolution and Closure?

Options:

Resolution Properties

ITSM Properties

Incident Properties

System Settings

incident Settings

Answer

Questions # 25:

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

Options:

Number of Problem that have Breached SLAs

Average Problem Resolution Time

Percentage of Problem Resolution within SLA by Category

Problems older than 30 days by Priority and State

Answer

B, D

Questions # 26:

When using the Email Client, what is the difference between an Email Template and a Quick Message?

Options:

Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

Email Templates are included with ITSM; Quick Messages are new with Machine Learning

Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

Answer

Questions # 27:

Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical. Other articles are written for

end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What

feature would you use, to satisfy this requirement?

Options:

Internal/External Highlighting

Show User Viewable

User Only View

Search as User

Answer

Explanation

To satisfy the requirement of identifying which knowledge base articles are visible to the callers from the Incident form, the feature ‘Show User Viewable’ would be used. This feature allows agents to see which articles can be viewed by the user associated with the incident. It helps in distinguishing between articles that are meant for internal audiences (technical) and those written for end users with simpler instructions. When an agent is on the Incident form, they can use this feature to filter and display only the articles that the caller can view, ensuring that the agent is aware of the information available to the caller and can guide them accordingly.

[References: The answer is verified based on the ServiceNow IT Service Management documentation and resources that discuss knowledge management features and best practices123., , ]

Questions # 28:

What are some good practices for guiding your customers' use of Notifications?

Choose 3 answers

Options:

When possible, maximize the quality or email updates to customers

Use incident itil role template as the master template to build all other ITSM templates

Get input from Marketing department, regarding format of customer/caller facing notifications

Make sure Notification requirements and test plans are in the project scope from the start

Use templates to ensure consistency and ease of configuration

Answer

B, C, D

Questions # 29:

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

Options:

Application Menus

Report

Dependency view

CI Class Manager

Answer

Questions # 30:

If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

Options:

The agent is prompted to select the Assignment group

The Assignment group field is populated with agent's user group

The Assignment group field remains empty

An error is displayed indicating the Assignment group field must be populated before executing the Assign to me Ul action

Answer

Explanation

Reviewed code for UI Action in Tokyo/Utah/Vancouver. It just prints an error message and does nothing, so answer is A.

if (current.assignment_group.nil()) {

var memberGroups = new global.IncidentUtils().getMemberGroups(gs.getUserID(), 2);

if (memberGroups.length > 1) {

gs.addErrorMessage(gs.getMessage("Assigned to user {0} is member of multiple groups, please select one as Assignment group ", [gs.getUserDisplayName()]));

return;

}

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Viewing questions 21-30 out of questions

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