CIS-ITSM practice questions 31–40

1. Question 31 · 220 in bank

   Where are the timeframe conditions for sending an SLA breach warning notification defined?

   • ASLA definition record
   • BDefault SLA flow
   • CSLA Properties application
   • DSLA trigger conditions

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   Answer: B

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2. Question 32 · 220 in bank

   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?

   • Asn_business_user
   • Bsn_problem_read
   • Csn_service_owner
   • Dsn_problem_write
   • Esn_problem_business_user

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   Answer: B

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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3. Question 33 · 220 in bank

   A new Problem Coordinator accidentally created several problem investigations that need to be deleted. What role is required to delete a problem record?

   • Asn_problem_delete
   • Bitil_manager
   • Cproblem_manager
   • Dproblem_admin
   • Eproblem_coordinator

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   Answer: D

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4. Question 34 · 220 in bank

   A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance. What might be the cause of this?

   • AThe Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
   • BThe customer did not pay the bill for Knowledge management
   • CTester is not impersonating Problem Coordinator
   • DThe sn_known_error_write role is required to see the Create Known Error article link
   • EThe requirement was not in the stories

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   Answer: A

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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5. Question 35 · 220 in bank

   Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

   • AChat Bot
   • BRelated Search Results
   • CKnowledge Bases
   • DIntelligent Agent
   • EAgent Assist

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   Answer: E

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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6. Question 36 · 220 in bank

   A new problem manager wants a high level view of the activities in problem management. What module do you recommend?

   • AProblem > Homepage
   • BProblem > Overview
   • CITIL Manager > Homepage
   • DProblem > Process Health Dashboard
   • EProblem > Dashboard

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   Answer: B

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7. Question 37 · 220 in bank

   Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?

   • AIt is designed to follow the ITIL4 standard
   • BThere is a scheduled job that automatically moves Resolved problems to Closed after 7 days
   • CThere is no Closed state. Problem records are moved to Completed
   • DIt is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

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   Answer: D

   Explanation

   I did not found any scheduled job regarding to this. Only 2 jobs for historical data collection are in place. So I think should be D

   Source: Adapted from community discussion — benvankorn

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8. Question 38 · 220 in bank

   In the life of a Problem record, there are opportunities to click the Re-Analyze button and move backwards in the lifecycle. When you click the Re-Analyze button, what state is set on the problem record?

   • AAssess
   • BDraft
   • CRoot Cause Analysis
   • DFix in Progress

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   Answer: C

   Explanation

   C is correct. Click Re-analyze. The problem opens for reanalysis and the state is changed to Root Cause Analysis. https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/task/investigate-root-cause.html

   Source: Adapted from community discussion — esllin

   References

   • docs.servicenow.com documentation

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9. Question 39 · 220 in bank

   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?

   • ASLAs are essential to problem management, as support specialists need to quickly identify root causes
   • BSLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
   • CSLAs are available for problem management, but require custom code
   • DSLAs are recommended in the ITIL framework for problem management

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   Answer: B

   Explanation

   Correct is B. Service level agreements: SLAs can be used to ensure that problems are highlighted. As investigating and fixing a problem could be a long-term effort, it is not recommended that you apply SLAs to an overall problem. SLAs are also used as a performance indicator for the Problem Management team. https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management/concept/c_ProblemManagementProcess.html

   Source: Adapted from community discussion — esllin

   References

   • docs.servicenow.com documentation

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10. Question 40 · 220 in bank

    Select 2

    What are two effective measures of performance for the Problem Management process? (Choose two.)

    • AProblems older than 30 days by Priority and State
    • BNumber of Problem that have Breached SLAs
    • CPercentage of Problem Resolution within SLA by Category
    • DAverage Problem Resolution Time

    Show answer

    Answer: AD

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CIS-ITSM practice, question 31. 220 questions available.