ITSM Certified Implementation Specialist (CIS) Practice Exam

These questions are part of the practice quiz. Start practicing

• What are users able to do when configuring stages in Flow Designer? (Choose two.)
• Which interface is specifically designed for tier 1 IT agents resolving customer issues?
• Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?
• Which workflow requests approval from a manager of the knowledge base before moving an article to the retired state?
• What mechanism determines the approvals and tasks triggered in the application upon request of a Catalog Item?
• A problem record is the parent to which type of record?
• When is a change task for Post Implementation Review created for an unauthorized change?
• What baseline Change Model would be suitable for capturing changes from an external system for reporting purposes?
• What would you use to define a grouping of configuration items such as all web servers in Miami?
• Which states are specially defined for Major Incident Management (MIM) application?
• When is a Knowledge article automatically retired using the Knowledge - instant Retire workflow?
• How do you enable the Search as feature for an incident?
• What is a good use case for an Order Guide?
• What aspect of Knowledge articles does the Valid to date affect when using the instant Retire workflow?
• How is the content of all incident record activity streams defined?
• Where can a change manager define the frequency for unauthorized change detection?
• When adjusting a catalog item's layout, what do you need to select to prevent a particular field from being displayed?
• Which feature is primarily used for the assignment and management of tasks related to problem management?
• 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?
• At what level is a Service Level Agreement (SLA) typically defined within a service catalog?
• What action should be taken when a critical incident is resolved?
• In managing the Service Catalog, what role should ensure item layout matches organizational needs?
• In which scenario would it be essential to use the Flow Designer tool?
• Which functionality could be restricted by a Catalog UI Policy?
• Why might excessive email updates to customers be unfavorable?
• What recommendation is appropriate if users are overwhelmed by Configuration Item options on Incident, Problem, and Change forms?
• Where should an admin go to view all of the search queries entered by users in the knowledge search?
• Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use?
• How are Features related to Products and Releases?
• How are Service Catalogs and Catalog Items linked? (Choose two.)
• The Problem table is extended from which table?
• Which record type is most appropriate to use for a Computer request?
• What is the purpose of the Catalog Builder tool?
• What documentation is created to capture the lessons learned from a completed change process?
• What action can be taken when an approver is unavailable for a long period?
• Which components should be evaluated for consolidation and re-use when building multiple catalog items?
• Which incident management roles are activated by installing the ITSM Roles plugin? (Choose two.)
• By default, what happens if an email is received which has an Incident watermark?
• Your customer wants to add another level of approval for changes relating to the Service SAP Enterprise Services. What should you do?
• Which statement is true about the relationships mentioned in change and CI records?
• What type of record is shared when a Service Desk agent shares a "How to" item with a customer?
• To add a field to the Something is Broken record producer form, which formatter would you use?
• What are some key relationships between Change and Configuration Item (CI) records?
• How does the maximum number of unauthorized change records for a CI affect the Unauthorized Change module?
• What is essential for effective problem management in ITIL?
• What Business Rule triggers automatic group assignment on Incident, Problem or Change requests?
• What are key relationships between Changes and Incidents?
• What role is required to authorize requests and requires a user license?
• Incidents are stored in which of the following tables?
• Which record type would be used for a View Company Policies link that redirects to a Knowledge Article?
• What must happen before change requests can progress through their states?
• Which possible solutions can Agent assist automatically search and display? (Choose five)
• What option for Change Create New supports scenarios with both legacy change types and new change models?
• What type of item should be avoided when creating a support ticket through an Ask a Question form?
• In Change Management, which components does a Model State contain?
• What can a survey administrator define on an individual survey? (Choose two)
• What capability allows visibility to data that is joined between multiple tables?
• What role is primarily responsible for reviewing change requests?
• What is a primary function of the Change Management process?
• How can a customer ensure Incident Tasks are automatically closed when the parent Incident is closed or canceled?
• Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
• When a user submits a service request from a catalog, what actions are triggered based on the flow definition? (Choose three.)
• What is the difference between an Email Template and a Quick Message when using the Email Client?
• What optional Incident table is extended from the Task table?
• What item type should be used to create a "Getting Started with Construction Requests" link that contains a knowledge article?
• Which affects the lifecycle status of requests, requested items, and catalog tasks?
• What are two benefits of problem management for incident management?
• What changes occur on an Incident form when using the baseline business rule to populate Assignment Group based on CI/SO?
• What can be changed when configuring stages in Flow Designer? (Choose two.)
• In the context of incident management, how is urgency typically defined?
• Which field specifies who can edit, update, and delete catalogs, categories, and catalog items?
• Which of the following roles is primarily responsible for overseeing the Change Management process?
• What module is recommended for a high-level view of activities in problem management?
• Which statement is true regarding Notification requirements in an ITSM project?
• In which part of Change Management are the necessary approvals determined?
• Which process is utilized to ensure a new Catalog Item is authorized in the Service Catalog?
• What is the best option for capturing data in a grid layout on a catalog item?
• Which role has the ability to create and manage user criteria for service catalogs?
• Which table is used to store incident categories and subcategories?
• To limit visibility of internal Network requests to select users, which roles would you need? (Choose two)
• Which methods can users use to locate items in a service catalog? (Choose two)
• How should a catalog item be updated to add additional input fields according to baseline practices?
• Released in Quebec, which tool enables the creation of templates for Catalog Items?
• Which table serves as the base class for the configuration management database?
• What elements are automatically included in the update set name for items published via Catalog Builder? (Choose two.)
• What are key relationships between Change and Problem records?
• Where are the fields that appear on the caller lookup select box defined in an incident record?
• When managing incidents, how is the term "SLA" defined?
• What occurs if there is no sys_popup view defined for the [sys_user] table and an agent hovers over the reference icon next to the caller field?
• How can you adjust the cart layout to hide the Quantity field for a specific Catalog Item?
• What are the components of a Flow Action?
• Before creating new reports for monitoring problem management activities, what should the new problem manager do?
• When defining catalog categories and subcategories, what are some good practices to follow? (Choose two.)
• Which module is recommended for managers to view operational information for Incident management?
• Which of the following cannot be configured through a Catalog UI Policy?
• What can be an advantage of using Record Producers in the Service Catalog?
• What happens to a Knowledge article if it is not approved by the selected category owner?
• What types of CI's will be included in a report run against the cmdb_ci_computer table?
• Which Change Task Types are available by default? (Choose three)
• Which role gives access to the CI Class Manager?
• 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?
• What can be done to prevent Service Desk users from mistakenly assigning Incidents to the Network CAB group?
• Your customer has built a mature knowledge base for internal and external audiences. What feature would help agents identify visible articles?
• What is a primary objective of Service Level Management in ITSM?
• What role allows users to maintain a service catalog and its functional components?
• What assets should a new Business Analyst review to prepare for a Service Catalog workshop? (Choose two.)
• What actions can a user with the itil_admin role take in support of Change Management? (Choose three)
• To prevent the automatic population of impact and urgency from an incident when creating a problem, which module should be adjusted?
• Which record type would you use to generate an Incident from an Ask a Question form?
• How could you run a report to compare requests for add-on extra memory versus base memory for Computer catalog items?
• What controls the movement of the state from Scoping to Awaiting Approval in release management?
• If an incident's Assignment group is empty, what happens when an agent clicks the "Assign to me" UI action?
• What module do you use to change the setting for the time between incident Resolution and Closure?
• Which component is essential for the assessment of change transition conditions?
• A change user finds it inconvenient to search for frequently used changes. What should you suggest?
• In request fulfillment, which status field is set by the flow?
• When you click the Re-Analyze button on a Problem record, what state is set on the record?
• You have just upgraded your instance and have not migrated to multimodal change. Which page displays when creating a new change using default settings?
• What is the primary purpose of Incident Properties in ITSM?
• Which of the following is a typical outcome of effective Change Management?
• A problem investigation was previously closed due to risk acceptance in favor of using a workaround. What should be the next step for this problem if the issue recurs?
• Which category is critical for ensuring that all changes comply with organizational standards?
• Which user roles can make modifications to the ServiceNow service catalog homepage?
• Which of the following is a common benefit of having an effective Change Management process?
• At which level can the enabling or disabling of knowledge feedback be managed?
• Which property on an order guide will pass variables from one item to another item with equivalent variables?
• What benefit does using templates provide in customer notifications?
• What are the different ways a user can provide feedback on a knowledge article?
• When are Known Errors most commonly used in Incident Management?
• Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
• What does the Incident Lifecycle flow typically trigger from?
• In the context of Model State, what does a Model State transition involve?
• Which process is responsible for managing the lifecycle of all incidents?
• In Change management, what allows customers to define condition based flows for a fit for purpose model?
• From which table is the Incident table extended?
• On a request form, which Variable type should be used for indicating when the requester needs to receive the item?
• Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
• Which baseline Change Flow automatically generates a Change task for Post Implementation Review?
• Which tool allows process owners to use natural language for automation with minimal coding?
• What component of a change flow automates tasks such as looking up records or applying policies?
• To alleviate concerns about request approvals getting stuck during an approver's absence, what can be suggested? (Choose two.)
• How are Releases related to Changes?
• To fulfill a customer's requirement of visibility on products supported, which role is necessary?
• Which module allows Problem Coordinators to re-analyze a completed Problem?
• What type of item should be used for a Construction request that includes 1 approval and 2 fulfillment tasks?
• If a tester cannot see the Create Known Error article link, what might be the issue?
• What is a primary function of a Record Producer in ServiceNow?
• What additional problem role is installed when the ITSM roles plugin is activated to give users access to problem records?
• In the context of ITSM, what does the term "Escalation" refer to?
• In Change Management terminology, what is a 'Change'?
• Which two effective measures of performance for the Problem Management process are relevant?
• What is the consequence of clicking "Assign to me" if an incident's Assignment group is empty?
• How must Knowledge articles be published in relation to Knowledge base categories?
• Which role is responsible for modifying the cart layout?
• In service management, what is the primary goal of a Knowledge Article?
• In the Unauthorized Change Properties module, what can you configure?
• Which choice is NOT a method for providing feedback on a knowledge article?
• Which catalog property allows users to save partially-completed requests to complete and submit later?
• In a Normal Change Model, what are some examples of Model State Transitions defined for the Authorize state?
• What process is responsible for managing the lifecycle of all catalog items?
• In which table would the definition of newly created catalogs for different customer types be stored?
• What is the primary role of a Service Level Agreement (SLA) in Incident Management?
• The current status of a problem record is tracked in the State field. What is the better value to use when updating the script include for adding a prerequisite for moving out of the Fix in Progress state?
• What method can be used to designate VIP callers on an incident form?
• What are the options available in the Release phase list?
• What feature would automatically create and assign a Post Fix Review task after a problem is resolved?
• Which role allows a user to access and configure the Self-Service > Service Catalog module?
• What occurs if an Inbound Email Action receives an email without a watermark or reference number?
• Which of the following are defined for a given change model? (Choose three.)
• What tools are available to the assignee to help resolve an Incident? (Choose two.)
• What practices are recommended for guiding customer notifications? (Choose three)
• What distinguishes the Known Error knowledge base in ServiceNow from other knowledge bases?
• When a user clicks the Communicate fix UI action on the Problem form, what occurs?
• What is the advanced reporting capability included in Incident Management for performance insights?
• Where are the conditions for sending an SLA breach warning notification defined?
• What is an example of a Key Performance Indicator for Change management included with Performance Analytics but not available in ServiceNow reporting? (Choose two)
• How can Change Tasks be added in the baseline Change - Normal model? (Choose two)
• Which role is responsible for configuring and managing Incident Management properties?
• Which tools assist assignees in resolving incidents? (Choose two)
• What status should a new Change model have to be visible to users?
• Which feature in Agent workspace provides agents with automatic search results for possible solutions?
• What are the Release types available on the baseline release record?
• Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
• What might prevent a known error article from being visible in the known error database?
• Prior to Quebec, which page appears when you click Change > Create New?
• What could cause a newly defined approval policy to not trigger in a new Change model?
• Which type of catalog item may be found in a Service Catalog?
• What roles are typically allowed to create and maintain categories in a service catalog? (Choose three)
• Which of the following cannot be defined or set through a Catalog UI Policy?
• What type of catalog item may be found in a Service Catalog?
• How are Releases associated with Projects?
• Which role is primarily responsible for ensuring that problem activities are properly documented and managed?
• Which type of catalog item may be found in a Service Catalog?
• What are key relationships between Change and Release Management?
• What happens to the implementation and testing tasks when a Change request goes to the Review state in the baseline Change - Normal model?
• What is the resource used by ServiceNow to support the sale and delivery of services to employees and customers?
• Which of the following roles would be suitable for someone handling Incident management?
• Released in Quebec, which tool enables delegation for creating and maintaining catalog items?
• What role typically oversees the Service Catalog process as a whole?
• What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
• Which role is typically assigned to users who perform request fulfillment work unless specific security needs dictate otherwise?
• Which field from the configuration item will automatically populate in the Assignment group field of an incident record?
• How is the assignment group identified by default when a business rule is applied?
• In which table are Change records stored?
• What is the first step to add a notification to the Change - Emergency - Authorize Flow?
• Where can a change manager define conditions for moving a change request between states?
• Which functionalities can be used to define the sequence of activities to complete catalog items? (Choose two)
• Which of the following should be avoided when organizing catalog items?
• What new features were introduced in the Quebec release of Change management?
• Which tool would you use to analyze trends in change success rates over time?
• Which tools are useful for an assignee to help resolve an Incident? (Choose two)
• Where are the technical approvals defined for the Change - Normal - Assess flow?
• How can you meet a customer's change policy that requires changes to be requested with 5 days lead time?
• What triggers the Change - Normal - Assess Flow?
• What function does the Change management process provide in relation to Risk management?
• Which component is key to ensuring that services are delivered to agreed standards?
• In a construction project, what is the best starting point for creating a knowledge article?
• What would be used to create Incident records based on user or system emails?
• What feature in the knowledge base can be used to standardize sections and fonts on a knowledge article?
• If you wish to link incidents to a problem record, what type of record should you create?
• What can be excluded from view in the Shopping Cart Widget using Maintain Cart Layouts settings besides Quantity?
• What is the first step in troubleshooting an issue related to the Assignment group on incident records?
• Which IT service management process aims to minimize the impact of incidents on the business?
• Why might testers not see a new Change Model on the change landing page?
• What aspect of IT service management focuses on maintaining effective change processes?
• What is a key aspect of effective Change Management?
• Which action should be taken when a problem’s fix is to be communicated to relevant incidents?
• In the Quebec release, which states can Problem task records automatically transition between if required fields are filled?
• What baseline Change Flows are part of the baseline Normal Change model?
• In what scenario is an incident categorized as critical?
• What does the default behavior show when there is no sys_popup defined for a user?
• A customer requests modifications to the quick view frame for an information icon. How would you modify it?
• How can a CAB manager identify Change requests for a meeting agenda? (Choose two)
• Which role is required to delete a problem record?
• When is the Communicate workaround Related Link used on a Problem record?
• Which field specifies who is able to create, modify, and publish items in the catalog?
• What advice should be given regarding SLAs on Problem records?
• What two objects on the Shopping Cart Widget can be modified via Maintain Cart Layouts settings?
• Which of the following is true regarding a single catalog item's association?
• Which actions cannot be performed by anyone on a change record? (Choose two)
• Which entities are likely to be included in a release?
• What happens when a user clicks the Communicate workaround UI action on the Problem form?
• What occurs when an agent belonging to a single user group clicks the Assign to me UI action on an empty Assignment group field?
• On a Change Approval Definition record, what does the 'wait for' condition signify?
• Which type of catalog item should be used to create an incident record from the portal?
• What happens to the Assignment group field if a CI has both an Owner group and a Support group?