CIS-ITSM practice questions 11–20

1. Question 11 · 220 in bank

   Select 2

   Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)

   • AQuantity
   • BRequested by
   • CPrice
   • DShipping Address

   Show answer

   Answer: AC

   Explanation

   From the book: Change the Advanced view of the catalog item to add cart option fields to the layout. Fields to add include: - No cart - No quantity - No order - No proceed checkout - Omit price in cart UI Policy hides these option fields if Use cart layout is selected.

   Source: Adapted from community discussion — MarlyB

   Next question

2. Question 12 · 220 in bank

   Your customer wants a catalog to contain two items: 1. A request with 1 approval and 2 fulfillment tasks 2. A link to a knowledge article What type of item would you use to satisfy the requirement for the Construction request?

   • ACatalog Item
   • BContent Item
   • CRecord Producer
   • DOrder Guide

   Show answer

   Answer: A

   Next question

3. Question 13 · 220 in bank

   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?

   • AEdit in Catalog Item Designer
   • BEdit in Item Designer
   • CEdit in Catalog Builder
   • DEdit in Form Designer

   Show answer

   Answer: C

   References

   • docs.servicenow.com documentation

   Next question

4. Question 14 · 220 in bank

   Select 2

   When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

   • ASets of Variables
   • BEntitlements
   • CIcons
   • DFlows and Subflows

   Show answer

   Answer: AD

   Next question

5. Question 15 · 220 in bank

   Which record type would you use for a Computer request?

   • ARecord Producer
   • BCatalog Item
   • CContent Item
   • DOrder Guide

   Show answer

   Answer: B

   Explanation

   If only the computer, then off course B, if it was for a set with also a mouse, keyboard etc. then it would be a Record Producer.

   Source: Adapted from community discussion — MarlyB

   Next question

6. Question 16 · 220 in bank

   Select 2

   What are the different ways a user can locate items in a service catalog? (Choose two.)

   • AUse the search on catalog or portal
   • BNavigate through the categories
   • CUse the Top Request or Popular Items widget
   • DUse the application navigator

   Show answer

   Answer: AB

   Next question

7. Question 17 · 220 in bank

   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?

   • AAdd a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
   • BUse the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
   • CCreate an Access control to hide the unnecessary CIs from the itil users
   • DMake a show/hide UI action to show only the desired CIs to the itil users

   Show answer

   Answer: B

   Explanation

   From the book: Once any class is set as a principal class, the principal class filter is automatically applied to the CI field on change, incident and problem records. This means that only CI's within a principal class can be selected on the CI field. If there are no CI Classes marked as Principal Class, then all CIs on all forms will be selectable on the CI field.

   Source: Adapted from community discussion — MarlyB

   Next question

8. Question 18 · 220 in bank

   Incidents are stored in what table?

   • AIncident [sn_task_incident]
   • BIncident [incident]
   • CIncident [task_incident]
   • DIncident [sn_incident]

   Show answer

   Answer: B

   Next question

9. Question 19 · 220 in bank

   Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include: • Default • Major incidents • Self Service • Mobile What are these UI layouts called in the Now Platform?

   • AForm Layouts
   • BWorkspaces
   • CForms
   • DForm Designs
   • EViews

   Show answer

   Answer: E

   Explanation

   If this is the real question as it is showed, then the answer, semantically, is Views (E). It can't be Workspace, I mean there is no Workspace called "Form Layouts", "Mobile" or "Form Design". Instead, you do find views applied on forms with those name (default, mobile and so on). Also, you are already inside the workspace to work on incidents as per question, so it really makes no sense to choose B. Workspace. Unless the original question has not been properly written/posted

   Source: Adapted from community discussion — Gattino_90

   Next question

10. Question 20 · 220 in bank

    The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?

    • AProposed, Accepted, Rejected, Cancelled
    • BProposed, Accepted, Rejected, Reopened
    • CProposed, Received, eCAB Convened, Closed
    • DNew, Work in progress, Escalated, Communicated

    Show answer

    Answer: A

    Explanation

    From the book: Any itil user can propose a major incident, the major incident state is Proposed. The MI manager can promote the state to Accepted or Rejected (after it has been rejected it can be proposed again). If after it has been Accepted it needs to be demoted again, the state becomes Cancelled.

    Source: Adapted from community discussion — MarlyB

    Next question

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

CIS-ITSM practice, question 11. 220 questions available.