Certified Implementation Specialist - IT Service Management Questions and Answers
What is KCS (Knowledge Centered Services)?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?
The ability to authorize requests is enabled using a role which requires a user license. What is this role?
Which record type would you use for an Ask a Question form that would generate an Incident?
What is an example of a good use case for an Order Guide?
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.
Problem management provides what benefits for Incident management? Choose 2 answers
What defines the required approvals and the associated conditions for a change model?
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?
When using Catalog Builder, what can be built using templates?
Choose 2 answers
What defines which catalog Items, and in what order, are included in an Order Guide?
Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
Where are the timeframe conditions for sending an SLA breach warning notification defined?
Which service types can be managed through the scope of Service Portfolio Management?
Choose 2 answers
Where should an admin go to view all of the search queries entered by users in the knowledge search?
How is the Resource Management application activated?
Which role has the ability to configure and manage incident Management properties?
A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?
What are key relationships between Change and Problem records?
Choose 2 answers
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
When using the Email Client, what is the difference between an Email Template and a Quick Message?
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?
What are the components of a Flow Action?
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
In release management what controls the movement of the state from Scoping to Awaiting Approval?
A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
A Portfolio Manager is primarily concerned with the performance of what hierarchy?
Prior to Quebec, when you click Change > Create New, which page is displayed?
Which of the following cannot be defined or set through a Catalog UI Policy?
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.
What could cause this?
What should you use to capture data in a grid layout on a catalog item?
Where can a change manager define the interval frequency for unauthorized change detection?
Which role would give you access to the CI Class Manager?
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?
What are the Release types available on the baseline release record?
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
Released in Quebec, what tool enables the creation of templates for Catalog Items?
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
Which level are service commitments associated in the service portfolio taxonomy?
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
What are the components of a Flow Action?
Users with which role can Communicate a workaround or fix? (Choose two.)
The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?
The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?
