Practice Test for CIS-ITSM Certification Real 2022 Mock Exam
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NEW QUESTION 38
How are Additional Comments and Work Notes intended to be used in notifications?
- A. ServiceNow merely offers both so customers may choose whether to use one, both, or neither
- B. Additional Comments - communicate with end users; Work Notes - communicate with IT staff
- C. Additional Comments - communicate with IT staff; Work Notes - communicate with end users
- D. Additional Comments - communicate with IT staff and end users; Work Notes - system generated log of updates
Answer: B
Explanation:
Explanation
set Additional comments (Customer visible)
NEW QUESTION 39
Which of the following is the goal of problem management?
- A. Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment.
- B. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize impact of incidents that cannot be prevented.
- C. Restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
- D. Manage improvement to IT processes and services in order to increase efficiency, effectiveness, and cost-effectiveness.
Answer: B
Explanation:
Explanation
Action and Value Implementing Problem Management can help you:
Prevent Problems and resulting Incidents from happening
Eliminate recurring Incidents *
Minimize the impact of Incidents
ITIL definition:
The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information Technology Infrastructure Library defines a problem as the cause of one or more incidents.
NEW QUESTION 40
One of the following is NOT a valid option in the "Content type" field in the Content item form.
- A. External Content
- B. Catalog Content
- C. Internal Content
- D. KB Article
Answer: C
NEW QUESTION 41
What is the purpose of "reopen_count" field in incident table?
- A. It stores the number of times the incident state changed from "Closed" to "Open".
- B. It stores the number of times the incident state changed from any state to "Open".
- C. It stores the number of times the incident state changed from "Resolved" to "Open".
- D. It stores the number of child incidents added to this incident.
Answer: C
NEW QUESTION 42
What is the purpose of the "Attachment Link" check box in the knowledge article form?
- A. It attaches the article to the email notifications that are linked with it.
- B. It adds the article as a link to another article.
- C. It inserts a hyperlink to the article which can be linked to another article, ServiceNow page, or external content.
- D. It allows downloading the article without opening the article standard view.
Answer: D
NEW QUESTION 43
Which of the following fields in the Choice form specifies the field for which this choice is made?
- A. Element
- B. Field
- C. Value
- D. Dependent value
Answer: A
Explanation:
Explanation
The Element field in the Choice form is used to specify to which field in the original form should this choice be added.
NEW QUESTION 44
Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.
How does this action meet the requirement?
- A. The Job Application object as a master to Position and Applicant objects will allow roll-up summary fields on the Position and Applicant objects.
- B. The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.
- C. The junction object allows the administrator to add a workflow rule to update fields on the Position and Applicant objects.
- D. A lookup relationship on the Applicant object with Position as the master provides roll-up summary fields without code.
Answer: B
NEW QUESTION 45
Business rules require a Contact to always be created when a new Account is created.
What can be used when developing a custom screen to ensure an Account is not created if the creation of the Contact fails?
- A. Use the Database.Insert method with allOrNone set to False.
- B. Use setSavePoint() and rollback() with a try/catch block.
- C. Use the Database.Delete method if the Contact insertion fails.
- D. Disable Validation rules on Contacts and set default values with a Trigger.
Answer: B
NEW QUESTION 46
Which of the following is NOT an option in the incident's Resolution code drop down list?
- A. Canceled by caller
- B. Solved (Work Around)
- C. Not Resolved (Too Costly)
- D. Solved Remotely (Permanently)
Answer: A
Explanation:
Explanation
All the listed options are actual options in the Resolution code field except the "Canceled by caller".
NEW QUESTION 47
Which of the following are valid Request States? (Choose all that apply.)
- A. Approved
- B. Open
- C. Pending Approval
- D. Work in Progress
- E. Pending
Answer: A,C
NEW QUESTION 48
A user with role catalog_admin can manage user criteria.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.
NEW QUESTION 49
Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?
- A. onLoad
- B. onSubmit
- C. onChange
- D. onClick
Answer: D
NEW QUESTION 50
Universal Containers wants only users from the sales department to have access to price books.
How can an administrator meet this requirement?
- A. Create a sharing rule to share all price books to sales users.
- B. Clone all custom price books from the standard price book.
- C. Set the organization-wide default for price book to Use.
- D. Manually share each price book to the sales users' profile.
Answer: C
NEW QUESTION 51
If you hover over the reference icon for a Caller, and a sys_popup view hasn't been configured, which view is used?
- A. mobile
- B. tool_tip
- C. reference_view
- D. default
Answer: D
Explanation:
Explanation
If no sys_popup view is defined for a table, the Default view of the form will be used when a user hovers over a Reference icon.
NEW QUESTION 52
Which of the following tables does the change_request_sla database view join? (Choose all that apply.)
- A. change_task
- B. change_request
- C. task_sla
- D. metric_instance
- E. change_sla
Answer: B,C
NEW QUESTION 53
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