ServiceNow CIS-ITSM Exam Questions Instant Access

Question 1

What baseline Change Flows support the baseline Normal Change model?

AChange - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks

BChange - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks

CChange-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks

DChange - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks

Answer : C

Question 2

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?

AThe Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated

BTester is not impersonating Problem Coordinator

CThe customer did not pay the bill for Knowledge management

DThe sn_known_error_write role is required to see the Create Known Error article link

EThe requirement was not m the stories

Answer : A

Question 3

Which of the following cannot be defined or set through a Catalog UI Policy?

AApply a requirement to all form views

BSetting a variable to mandatory

CReverse UI Policy if conditions are false

DSetting a variable to read-only

Answer : A

Question 4

What defines which catalog Items, and in what order, are included in an Order Guide?

AOrder guide template

BRules

CVariable sets

DUl policies

Answer : B

Question 5

Incidents are stored what table?

AIncident [incident]

BIncident [sn_task_incident]

CIncident [sn_incident]

DIncident [task_incident]

Answer : B

Question 6

A customer requires incidents to automatically move to a Closed state from Resolved after 7 days. How is this configured? Choose 2 answers

AConfigure the incident Lifecycle flow script action

BConfigure the number of days Resolved incidents automatically close property

CConfigure the incident lifecycle timeline property

DEnable the auto closure of Incidents based on Resolution date property

Answer : C, D

Question 7

The State field tracks the current status of a problem record. Each state has a label, value, and constant. For the Fix in Progress state:

* Label: Fix in Progress

* Value: 104

* Constant: ProblemState.FIX_IN_PROGRESS

Which script is used to add a pre-requisite for transitioning from the Fix in Progress state?

AProblemStateUtilsSNC

BProblemStateUtils

CProblemStateChange

DProblemStateChangeSNC

Answer : B

In ServiceNow's Problem Management application, state transitions and their associated logic are governed by Script Includes. Following ServiceNow's architectural best practices, the logic is split into two parts:

ProblemStateUtilsSNC: This contains the read-only, 'out-of-the-box' (OOTB) logic provided by ServiceNow.

ProblemStateUtils (B): This script include extends the SNC version and is intended for customer customizations.

If an administrator needs to add a custom pre-requisite (such as ensuring a specific field is filled or a related record is closed) before a problem can move out of the Fix in Progress state, they must modify the ProblemStateUtils script. This ensures that their changes are preserved during platform upgrades.

ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM Exam Questions