CIS-ITSM Free Practice Test

The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?

1. A. SLAs re recommended in the ITIL framework for problem management
2. B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
3. C. SLAs are available for problem management, but require custom code
4. D. SLAs are essential to problem management, as support specialists need to quickly identify root causes

Correct Answer: B
https://docs.servicenow.com/ja-JP/bundle/utah-it-service- management/page/product/problem- management/concept/c_ProblemManagementProcess.html

In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?

1. A. Assess
2. B. Root Cause Analysis
3. C. Fix in Progress
4. D. Draft

Correct Answer: B

Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?
Choose 2 answers

1. A. On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes
2. B. Enable system property com snc incident.mcidentjask closure
3. C. Edit system property com.snc incident autoclose basedon resolved_at
4. D. On Incident Properties, for Autoclose Incident Tasks, select Yes

Correct Answer: CD

When defining SLAs for the service catalog at what level is the SLA typically defined?

1. A. Catalog Task
2. B. Requested Item
3. C. Request
4. D. Service Catalog

Correct Answer: B

Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers

1. A. timestamp
2. B. item author
3. C. variables
4. D. catalog(s)
5. E. item name

Correct Answer: DE