2022 Updated Verified CIS-ITSM Downloadable Printable Exam Dumps

The Ultimate ServiceNow CIS-ITSM Dumps PDF Review

NEW QUESTION 201
Which role is required to close a Problem?

• A. The system automatically closes Problems
• B. problem
• C. itil
• D. itil_admin
• E. puck_from_a_midsummer_nights_dream

Answer: C

Explanation:
Explanation
itil closes problem
itil_admin can delete a problem

 

NEW QUESTION 202
Even though there are business rules to keep State and Incident State in sync, it is recommended to use Incident State.

• A. True
• B. False

Answer: B

Explanation:
Explanation
It is recommended to use State field.

 

NEW QUESTION 203
Users report that the Industry picklist field is no longer visible on account records.
Which tool can an administrator use to troubleshoot this issue?

• A. Field audit history
• B. Debug log
• C. Setup audit trail
• D. Field history tracking

Answer: C

 

NEW QUESTION 204
Which of the following roles can update change type?

• A. change_manager
• B. None of the listed answers
• C. itil
• D. itil_admin

Answer: B

Explanation:
Once a change is created, it is not possible to change the change type.

 

NEW QUESTION 205
What can you do to show the "No cart" option in catalog item form?

• A. Open the catalog item using the "Admin View".
• B. Select "Other" from the "Cart Layout" drop down list.
• C. Check the "Use cart layout" check box.
• D. Uncheck the "Use cart layout" checkbox.

Answer: D

 

NEW QUESTION 206
A Requested Item may be associated with one or more Requests.

• A. True
• B. False

Answer: A

 

NEW QUESTION 207
True or False:
Users with the itil role can delete an Incident.

• A. True
• B. False

Answer: B

Explanation:

 

NEW QUESTION 208

The test method above calls an @future method that increments the Number_of_Times_Viewed__c value. The assertion is failing because the Number_of_Times_Viewed__c equals 0.
What is the optimal way to fix this?

• A. Change the assertion to System.assertEquals(0, acctAfter.Number_Of_Times_Viewed__c).
• B. Add Test.startTest() before and Test.stopTest() after insert acct.
• C. Add Test.startTest() before and Test.stopTest() after AuditUtil.incrementViewed.
• D. Change the initialization to acct.Number_Of_Times_Viewed__c = 1.

Answer: D

 

NEW QUESTION 209
What should you do in order to edit the template used to populate fields of known error article created from a problem?

• A. Modify "Problem Known Error article" record in the "csm_table_map" table
• B. Modify "Problem Known Error article" record in sys_template table
• C. Modify "Problem Known Error article" record in the Knowledge Base
• D. Modify "Problem Known Error article" record in the "known_error_article" table

Answer: A

 

NEW QUESTION 210
True or False: Every Catalog Item uses the same workflow to manage approvals.

• A. True
• B. False

Answer: B

 

NEW QUESTION 211
Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?

• A. Benchmark
• B. First Call Resolution field
• C. Metric
• D. Business Rule

Answer: C

 

NEW QUESTION 212
Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?

• A. Allow the authors of Articles to set the Valid To date of each individual Article
• B. Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article
• C. Leave the Valid To dates to the default value of 2020-01-01
• D. Do not set Valid To dates for Knowledge Articles

Answer: B

Explanation:
Explanation
The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a new date when editing articles. However, this approach does not promote consistency for effective article management.
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script Include. If the Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the Publishing workflow may be created with a branch for each article type/ category. (Since categories may be different for each Knowledge Base, this would not be appropriate to include in the Script Include logic.)

 

NEW QUESTION 213
Which of the following record types would you use in order to set up a new hired employee?

• A. Record Producer
• B. Content Item
• C. Catalog Item
• D. Order Guide

Answer: D

Explanation:
Because setting up a new hired employee involves serveral requests like getting a laptop, installing software, ...etc and Order Guide should be used to combine several requests.

 

NEW QUESTION 214
Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.

• A. State changes to Implement. Actual end is set when the State changes to Closed.
• B. State changes to Scheduled. Actual end is set when the State changes to Review.
• C. State changes to Implement. Actual end is set when the State changes to Review.
• D. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.

Answer: C

Explanation:
Explanation
Actual start date and Actual end date are set by functions in the Change Request State Model Script Includes. When the state changes to Implement, the Actual Start date is set to the cu rrent date/ time. When t he state changes to Review, the Actual End date is populated.

 

NEW QUESTION 215
Which of the following roles can delete a change?

• A. itil_admin
• B. change_manager
• C. None of the listed answers
• D. itil

Answer: A

 

NEW QUESTION 216
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.

• A. Standard Change Templates cannot include standard tasks
• B. Creation of a Standard Change Template requires approval
• C. Templates can be used only for Standard Changes
• D. Standard Changes do not require approvals

Answer: B,D

Explanation:

 

NEW QUESTION 217
Which of the following Service Catalog records may serve as a container for multiple Requested Items?

• A. Requested item
• B. Catalog Order
• C. Request
• D. Service Catalog Task

Answer: C

 

NEW QUESTION 218
Users who approve changes require ServiceNow license unless they do the approval through email.

• A. True
• B. False

Answer: B

Explanation:
Explanation
License is needed for approval even if the approval is done via email.

 

NEW QUESTION 219
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