Certified Implementation Specialist - IT Service Management Questions and Answers
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
What are the different ways a user can provide feedback on a knowledge article?
Choose 4 answers
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
Which property on an order guide will pass variables from one item to another item with equivalent variables?
Prior to Quebec, when you click Change > Create New, which page is displayed?
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?
In Change Management, what does a Model State contain? (Choose two.)
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
When defining SLAs for the service catalog at what level is the SLA typically defined?
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 would you use to define a common grouping of configuration items such as all web servers in Miami?
A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?
ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.
What is this resource called?
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?
In release management what controls the movement of the state from Scoping to Awaiting Approval?
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
A new problem manager wants to know how in create reports for monitoring problem management activities.
What do you recommend they do before creating new reports?
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?
When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)
When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?
Released in Quebec, what tool enables the creation of templates for Catalog Items?
What baseline Change Flows support the baseline Normal Change model?
