ServiceNow CIS-ITSM Exam Practice Test Instant Access

Question 1

What is KCS (Knowledge Centered Services)?

AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

BA documented methodology to provide a set of best practices for creating and maintaining knowledge

CA dashboard with specific visualization of the different knowledge bases and categories

DAn application that helps agents and managers to create cases from Knowledge articles

Answer : B

Question 2

Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:

* Default

* Major incidents

* Self Service

* Mobile

What are these UI layouts called in the Now Platform?

AForm Layouts

BWorkspaces

CForms

DForm Designs

EViews

Answer : E

Question 3

When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

AIf selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field

BIf selected CI has a Support group, write that group to the Assignment group field

CIf selected CI has an Owner group, write that group to the Assignment group field

DIf selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field

Answer : B, D

Question 4

On the Release record, what are the available options on the Release phase list?

ARequirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot

BScoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot

CAnalyze, Design, Development, Build, Roll-out, QA, User Acceptance

DRequirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Answer : D

Question 5

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

AProcesses

BFlows

CProcedures

DActions

EScripts

Answer : B

Question 6

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks

2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

ACatalog Item Most Voted

BContent Item

CRecord Producer

DOrder Guide

Answer : A

Question 7

Which role would give you access to the CI Class Manager?

Aecmdb_admin Most Voted

Becmdb

Cclass_manager

Dsn_class_manager

Answer : A

ServiceNow Certified Implementation Specialist - IT Service Management Exam Practice Test