CIS-ITSM practice questions 111–120

1. Question 111 · 220 in bank

   Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

   • AManaged by
   • BSupport group
   • CApproval group
   • DChange group

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   Answer: B

   Explanation

   Support group is correct. Tested on Tokyo PDI. Opened up a CI and added the available fields (through form design): Approval Group, Change Group, and Support Group. Populated them and then opened an incident, filled in "Configuration Item", saved it, and the assignment group was filled with the group from "Support Group".

   Source: Adapted from community discussion — ServiceNowNoob

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2. Question 112 · 220 in bank

   Which module is a useful starting point for a manager to view current state operational information for Incident management?

   • ACMDB Health Dashboard
   • BIncident > Overview
   • CManager Workspace
   • DCritical Incidents Map

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   Answer: B

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3. Question 113 · 220 in bank

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

   • AService Manager
   • BPortfolio Manager
   • CPortfolio Owner
   • DService Owner

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   Answer: B

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4. Question 114 · 220 in bank

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

   • AOrder guide template
   • BRules
   • CVariable sets
   • DUI policies

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   Answer: B

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5. Question 115 · 220 in bank

   Select 2

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

   • 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

   Show answer

   Answer: BD

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6. Question 116 · 220 in bank

   On the ‘Create New’ change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

   • AUnauthorized
   • BDefault
   • CBreak/fix
   • DOut-of-the-box

   Show answer

   Answer: C

   Explanation

   Based on the official ServiceNow documentation, the correct answer is C. Break/fix. On the ‘Create New’ change landing page in Service Operations Workspace, the class label displayed for the Emergency change model is Break/fix.

   Source: Adapted from community discussion — servicenowExamtopics

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7. Question 117 · 220 in bank

   Select 2

   Which of these can be defined using step based fulfillment in Catalog Builder? (Choose two.)

   • AApprovals
   • BSubflow triggers
   • CNotifications
   • DTasks
   • EPayment processing

   Show answer

   Answer: AD

   Explanation

   Step-based fulfillment in Catalog Builder allows you to define the sequence of tasks and approvals that need to be completed when a catalog item is requested. So, you can define approvals and tasks as part of the fulfillment process.

   Source: Adapted from community discussion — therum

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8. Question 118 · 220 in bank

   Which Service Portfolio Management phase does a service belong to when it is in operational state?

   • AActive
   • BRetired
   • CCatalog
   • DPipeline

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   Answer: C

   Explanation

   IT Service Management (ITSM) Implementation - Vancouver - page 80. There are three phases: * Service pipeline: Not yet operational * Service catalog: Operational * Retired services: No longer operational or available for use

   Source: Adapted from community discussion — Alex_Lima84

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9. Question 119 · 220 in bank

   The Problem table is extended from what table?

   • ATask
   • BMajor Incident
   • COutage
   • DProblem Task
   • EIncident

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   Answer: A

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10. Question 120 · 220 in bank

    The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem. Which module could they use to make this change?

    • AProblem > Administration » Problem Properties
    • BSystem UI > UI Action Groups
    • CState Management > State Models
    • DSystem UI > Form Actions
    • ESystem UI > UI Actions

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    Answer: A

    Explanation

    Copied from the book: Determine which problem role can re-analyze problem records through the Problem Management properties (Problem > Administration > Problem Properties)

    Source: Adapted from community discussion — MarlyB

    References

    • docs.servicenow.com documentation

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Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page

CIS-ITSM practice, question 111. 220 questions available.