Free ServiceNow CIS-ITSM Exam Dumps Questions & Answers

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

• A.  Document a Known error
• B.  Document Five Whys
• C.  Publish Workaround
• D.  Complete RCA
• E.  Complete Investigation

Which type of catalog item may be found in a Service Catalog?

• A.  Requested Items
• B.  Record Producers
• C.  Categories
• D.  Execution Plans

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change What could you do on the incident form, for the Assignment Group field, to resolve this issue?

• A.  Add Dictionary Override to specify the Incident group Reference Qualifier
• B.  Add a UI action to hide the Network CAB group from the list
• C.  Modify the choice list to include only the appropriate group types
• D.  Add a UI action to provide an error message if the Network CAB group is selected

What is KCS (Knowledge Centered Services)?

• A.  A dashboard with specific visualization of the different knowledge bases and categories
• B.  A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
• C.  An application that helps agents and managers to create cases from Knowledge articles
• D.  A documented methodology to provide a set of best practices for creating and maintaining knowledge

On a Normal Change Model what are some examples of the Model State Transitions that are defined for the Authorize state?

• A.  Authorize to Implement, Authorize to Assess, Authorize *o Review
• B.  Authorize to Draft. Authorize to Assess. Authorize to Review
• C.  Authorize to Scheduled Authorize to CIosed, Authorize to New
• D.  Authorize to Canceled, Authorize to New, Authorize to Scheduled