ServiceNow CIS-ITSM Exam Questions Instant Access

Question 1

Where should an admin go to view all of the search queries entered by users in the knowledge search?

A[KD_feedback] table

B[kb_view] table

CKnowledge queries application

DSearch logs application

Answer : C

Question 2

Which of the following can leverage user criteria for controling access?

Choose 2 answers

Acatalog variables

Bcatalog taxonomy

Ccalalog topics

Dcatalog items

Ecatalog categories

Answer : D, E

Question 3

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?

APopulate Assignment Group based on CI/SO

BPopulate Assignment Group based on Cl Support Group

CProblem Assignment Group based on CI Support Group

DITSM Best Practice Group Assignment

Answer : A

Question 4

When using Catalog Builder, what can be built using templates?

Choose 2 answers

AContent items

BCatalog items

CKnowledge articles

DOrder guides

ERecord producers

Answer : B, D

Question 5

Which organizational role is responsible for the the overall administrative capabilities of a portfolio?

AService Manager

BPortfolio Manager

CPortfolio Owner

DService Owner

Answer : B

Question 6

The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

ANew. Work: m progress Escalated Communicated

BProposed. Accepted Rejected Cancelled

CProposed Received eCAB Convened Closed

DProposed Accepted Reacted Reopened

Answer : B

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