ServiceNow Certified Implementation Specialist — IT Service Management220 questions across 22 pages are complete and free, with no account or card.
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The ability to authorize requests is enabled using a role which requires a user license. What is this role?
Answer: A
approver_user -> Can modify requests for approval routed to them. They also have all capabilities of Requesters. Note: There is a fee associated with this role. Do not assign it to users without confirming your organization has the appropriate entitlement.
Source: Adapted from community discussion — kilkot
Released in Quebec, what tool enables the creation of templates for Catalog Items?
Answer: D
Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?
Answer: C
Default variable editor The default variable editor is applicable only for record producers. This editor is a formatter added on records that are generated by a record producer for task-extended tables. This editor displays the values of questions specified in the record producer. https://docs.servicenow.com/ja-JP/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/service-catalog-variable-editor.html
Source: Adapted from community discussion — esllin
Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?
Answer: C
On a request form, the requester needs to indicate when they need to receive the item. What Variable type would you use for this information?
Answer: A
Which type of catalog item may be found in a Service Catalog?
Answer: B
B is correct. Content Items is a type of catalog item. Request Item is just the result that probably gets created after submitting a form
Source: Adapted from community discussion — mikech82
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
Answer: A
From the book: An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions: - Email reply: sending an email back to the source that triggered the action - By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message. - If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script
Source: Adapted from community discussion — MarlyB
When a user submits a service request from a catalog, what actions are triggered, based on the flow definition? (Choose three.)
Answer: ADE
When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)
Answer: ACD
catalog admin, editor and manager can do a sc_category.do but the module maintain categories is availabe only to the catalog admin.
Source: Adapted from community discussion — 3ae3db4
When defining SLAs for the service catalog, at what level is the SLA typically defined?
Answer: A
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CIS-ITSM practice, question 61. 220 questions available.
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