ServiceNow CIS-ITSM Washington Exam Dumps 2024
ServiceNow CIS-ITSM Washington Exam Dumps 2024
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Question 1:
Which table does the Change Request [change_request] extend?
A. Incident [incident]
B. Task [task]
C. Problem [problem]
D. Request [sc_request]
Answer: B
Explanation:
Task [task] is one of the core tables provided with the base system.
It provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In addition, any table which extends task can take advantage of task-specific functionality for driving tasks.
The Planned Task plugin provides the Planned Task [planned_task] table, which extends the Task [task] Table to provide more fields for tasks to measure duration and effort.
Question 2:
Where is the Activity stream located on the Incident form?
A. Resolution Information tab
B. Related Records tab
C. Notes tab
D. Related Links
Answer: C
Explanation:
An activity stream is a list of entries in records and conversations. Examples of activity streams include journal fields like comments and work notes that are displayed in task records and Connect Chat conversations. Activity streams are available in UI15, UI16 and the Next Experience UI (Polaris).
Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record.
The entire history of the incident record is automatically tracked and recorded in the Activity stream from creation through closure, located under the Notes tab.
There are three types of activity streams:
1. List activity stream
2. Record activity stream
3. Visual Task Boards
Question 3:
Which of the following variable type is supported in a multi-row variable set (MRVS)?
A. Label
B. HTML
C. List Collector
D. Attachment
Answer: C
Explanation:
You can allow the selection of multiple values for a question using the List Collector (glide_list) variable in a multi-row variable set (MRVS).
You cannot include the following variable types in an MRVS:
Attachment
Break
Container End
Container Start
Container Split
HTML
Label
Macro
Macro with label
Rich Text Label
UI Page
Question 4:
What related list can you use to extend and track the different types of groups assigned to a Configuration Item?
A. Dynamic CI Group
B. CMDB Alert Groups
C. Teams
D. Resource Group
Answer: C
Explanation:
You can use the Teams related list to extend and track the different types of groups assigned to a CI. The Teams related list associates a user group to a CI, based on the group type. The Teams related list contains group types that match the Approval group, Change group, Managed by group, and Support group fields in the base system. However, you can add group types needed in your organisation, extending the initial list of group types.
In the base system, the Service [cmdb_ci_service] class and its descendent classes, such as the Application Service [cmdb_ci_service_auto] class, are configured with the Teams related list. This configuration provides you with flexibility in tracking group assignments of application services.
Related lists in CI records display additional components contained by that CI, such as disk drives on a server and the rules that control the behaviour of a network router.
The Related List is populated with the components that Discovery finds running on the CI when Discovery runs. The CI record might show different lists from scan to scan, depending on whether or not Discovery found the component.
By default, the Related Lists only display those components associated with that CI in the CMDB discovered by the last scan. Components recorded in the CMDB but not discovered in a scan are deemed absent and do not appear in the list.
Question 5:
What record is raised when there is a significant disruption to the business and demands a response beyond the routine incident management process?
A. Request
B. Child Incident
C. Problem
D. Major Incident
Answer: D
Explanation:
A Major Incident (MI) is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process.
Major incidents have a higher urgency and a higher impact on the business and require a separate procedure that accelerates the resolution process to restore service as quickly as possible.
What constitutes a major incident must be determined and agreed upon. For example, a major incident can be created if a critical business service is impacted or if there is a service outage that affects a large number of users.
There are multiple ways to create a major incident candidate. You can:
Propose an incident as a major incident candidate by clicking Propose Major Incident from the context menu of the Incident form.
Create a new major incident candidate by clicking Create Major Incident Candidate from the left navigation pane.
Mark an incident as a major incident candidate based on the major incident trigger rules.
As a major incident manager, you can:
Promote a candidate to a major incident by clicking Promote to Major Incident from the context menu.
Create a new major incident by clicking Create Major Incident from the left navigation pane.
Promote an incident to a major incident without going through the proposal process.
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Question 6:
What tool or feature is used in a change request to view and avoid (resolve) the conflicts?
A. Change Risk Calculator
B. Scheduling Assistant
C. Collision Detector
D. Risk Assessment
Answer: B
Explanation:
If at least one conflict is detected, you can click the Scheduling Assistant link to view and avoid (resolve) the conflicts.
The scheduling assistant dialogue box displays the next available times to choose to resolve the conflict.
Collision Detector identifies potential scheduling conflicts based on the configuration items in scope for the change or the user or group assigned to fulfil a change.
Change Risk Calculator is used for simple risk and impact calculations for change management.
Risk Assessment is a Change Management feature that allows risk assessment questionnaires to be created and required to drive the risk assessment associated with a requested change.
Question 7:
What can you achieve using the performance analytics capability in the Change Velocity dashboard?
Select 3 Answers from the below options.
A. Access the current status of the change requests
B. Actionable insights into the change operations
C. Assess customer-defined change types
D. Change activity assessments based on the state model
Answer: B, C, D
Explanation:
Use the Change Velocity dashboard to track the average duration of change requests in the last 30 days.
The Change Velocity dashboard is divided into the following tabs for practical usage.
The ServiceNow Performance Analytics capability in the Change Velocity dashboard provides the following benefits:
The Current Pipeline tab provides insights into current change activity.
The Historical Pipeline tab provides details on trends and patterns associated with the change management process flow.
The Process KPIs tab represents a modern set of Change KPIs used to evaluate the change process.
The Process Optimization tab provides change activity assessments that are based on the state model. This capability is available only with an ITSM Enterprise subscription.
The performance analytic capability in the Change Velocity dashboard enables you to get:
Actionable insights into the change operations that can be used to reduce the friction in the change process. You can also assess customer-defined change types to optimize the change process. This capability is available only with an ITSM Professional subscription.
Change activity assessments based on either the base system state model or a customized state model. This capability is available only with an ITSM Enterprise subscription.
Accessing the current status of the change requests can be achieved via reporting.
Question 8:
When should a Problem be put in a State of Known Error?
A. The cause of the Problem has been determined, but there is no permanent fix.
B. A fix for the Problem is pending the implementation of a Change.
C. The Problem has been acknowledged, but a root cause has not yet been identified.
D. The Problem is actively being investigated, but a workaround has been identified.
Answer: A
Explanation:
You can identify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.
Problem Management has a strong interface with Knowledge Management so that the known error articles are documented thoroughly for any future reference.
A Known Error is any problem with a root cause and a workaround.
A Problem should be put in a State of Known Error when the problem‘s cause has been determined, but there is no permanent fix.
Question 9:
What are the temporary solutions that reduce or eliminate the effect of problems when a full resolution is not yet available?
A. Change requests
B. Workarounds
C. Known errors
D. Knowledge articles
Answer: B
Explanation:
According to ITIL best practices, workarounds are temporary solutions that reduce or eliminate the effect of problems when a full resolution is not yet available.
Workarounds can be used in incident management to restore service to the affected user.
An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.
In some cases, a workaround can provide a sufficient solution to close the problem without a permanent solution.
This can occur in situations where a permanent solution is not cost-effective, not important, or unknown.
You can document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.
You can enter a workaround note into a problem record, and then post the information into every associated incident.
Question 10:
What database view is used to report on change requests resolved by SLA per change category?
A. change_request_metric
B. change_task_time_worked
C. change_task_sla
D. change_request_sla
Answer: D
Explanation:
change_request_sla database view joins change_request to task_sla to report things like change requests resolved by SLA per change category.
change_request_metric joins change to metric definition to metric instance, creating a view that can be reported for things like changes that were closed by category.
change_task_sla and change_task_time_worked join the change task to another table and can be used to report on change tasks.
change_task_time_worked joins change task to task time worked to pull time worked entries associated with incidents.
For a full set of 530+ questions. Go to
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SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
SkillCertPro updates exam questions every 2 weeks.
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SkillCertPro assures 100% pass guarantee in first attempt.