pg. 1
ITSM CIS PROCESS EXAM QUESTIONS AND
ANSWERS 2024/2025 REVIEW / ITSM CIS
REAL PROCESS 300 QUESTIONS WITH ALL
100% CORRECT ANSWERS (BRAND NEW!!)
One of the features in ServiceNow ITSM is to keep monitoring configuration items and identify recurring issues T/F True What variable type should be used to allow uploading an attachment from a question in the catalogue item?
URL HTML Attachment Reference Attachment What plugin needs to be enabled to add Knowledge Version [kb_version] to store versions of articles?Knowledge Management Advanced Installer (com.snc.knowledge_advanced.installer) Which one of the following is NOT an addition of Knowledge v3 over the Legacy Knowledge?-In Legacy Knowledge, permissions were defined using roles and ACLs, whereas in Knowledge v3 permissions are defined using user criteria -Legacy Knowledge could have only one knowledge base, whereas in Knowledge v3 you can have multiple knowledge bases -Legacy Knowledge could have only one workflow for all articles, whereas in Knowledge v3 you can have multiple workflows 1 / 4
pg. 2 -Legacy Knowledge didn't have categorization, whereas in Knowledge v3 categorization is available Legacy Knowledge didn't have categorization, whereas in Knowledge v3 categorization is available It is possible to create incidents automatically based on alerts from Event Management T/F True Which table is used to map fields between a problem record and a known error article?CSM Table Map [csm_table_map] Which ServiceNow application enables a process user to submit, approve, and fulfil requests?Service Catalog What are the steps in the Change approval process?Request Approval Approve or Reject Approval Notification NOT Forward Approval Which module to use in order to configure creating requests via email?System Policy > Email > Inbound Actions Which of the following fields is mandatory when the button "Request Approval" in normal change form is clicked?Assignment group Analysing the issue is associated with the _______ stage in the Incident Management Lifecycle.Investigation and Diagnosis What incident form view is displayed to the end-users?Default view 2 / 4
pg. 3 Self Service VTB Workspace Self Service What do you use to set values for the mandatory fields that are not in the import spreadsheet (e.g. when data is imported into the Choice table for Incident Categories and Subcategories)?Source script Map Target field Coalesce Source script The data in the Schedule section of the change request is just to aid reviewers and implementers. No process logic is driven off of values in these fields. T/F False What are the different ways to populate the assignment group in an Incident record?Script Data lookup rules Assignment rules On-call scheduling Script Data lookup rules Assignment rules What source types are available when viewing the source of a knowledge article search in the search log?
Workspace: Agent Assist in Workspace
Classic: Now Platform application 3 / 4
pg. 4
Knowledge Classic: Knowledge Management v3 or v2
Portal: Service Portal application
NOT Mobile App: Now Mobile app
Which of the following reports are available for incidents in the baseline instance?Incidents by Priority and State Critical Open Incidents Incidents Open per Week What information CANNOT be amended on the CAB Meeting form by CAB managers?CAB Definition Which of the following roles can delete a catalog?catalog_admin NOT itil_admin, catalog_manager, Nobody can delete catalogs A record is added to which table each time a knowledge article is viewed?Knowledge Use [kb_use] Which of the following statements are true about knowledge article authoring in Microsoft Word?You can author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.The text size of a knowledge article created in Word must be less than 1 MB.It is only supported in the Word Online application and not in the Word Desktop app.
NOT Headers and footers corresponding to pages in the Word document do not show in the knowledge article.Who has a 'read' access to a Requested Item (sc_req_item) record?Approver
- / 4