CIS-ITSM ServiceNow Exam Questions and Free Practice Test

Question 13

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?

A. Add a new Policy Input to the Normal Change Approval Policy

B. Add a new Decision to the Normal Change Approval Policy

C. Add a new Change Approval Policy

D. Add a new Decision to the Normal Change Workflow

Correct Answer:B

Question 14

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

A. Manage Risk Assessments

B. Delete CAB Definition

C. Manage Risk Conditions

D. Delete Change

E. Create and manage Approval Policies

Correct Answer:ACD

Question 15

When using the Email Client, what is the difference between an Email Template and a
Quick Message?

A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning

D. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

Correct Answer:B

Question 16

You have just released a new Change Model to the testers. Testers report they can see the old change models but cannot see the new change model on the change landing page. What could cause this?

A. Workflow has not been published

B. Testers need itil role to see me change models

C. New change models are only visible to Change Managers

D. New change model needs Active lo be set to True

Correct Answer:C

Question 17

What module do you use to change the setting for the time between incident Resolution and Closure?

A. Resolution Properties

B. ITSM Properties

C. Incident Properties

D. System Settings

E. incident Settings

Correct Answer:C

Question 18

What tools are available to the assignee to help resolve an incident? Choose 2 answers

A. Knowledge Articles

B. Known Errors

C. Class Manager

D. Enterprise CMDB Dashboard

E. Incident Overview Dashboard

Correct Answer:CE

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