ServiceNow cis-itsm practice test

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

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

Incident management includes limited functionality for what advanced reporting capability?

• A. Machine Learning Metrics
• B. Performance Analytics
• C. KPl Reports
• D. Analytics Dashboards

On an incident record, where are the fields fiat appear on the caller lookup select box defined?

• A. The ref_contributions attribute on the caller lookup form
• B. The ref_ac_column attribute from the dictionary entry
• C. The Caller lookup field on the [user] table
• D. The form design of the caller lookup form

Your client indicates they would like a way to designate VIP callers on an incident form. How would
you accomplish this?

• A. VIP Flag reference decorator
• B. VIP flag dictionary entry
• C. VIP Flag field style
• D. VIP Flag action script

If the Assignment group is empty on an incident record what happens when an agent that is a
member of multiple user groups clicks the Assign to the Ul action?

• A. The agent is prompted to select the Assignment group
• B. An error is displayed indicating the agent must manually assign the incident
• C. The Assignment group field will not populate
• D. The Assignment group field automatically populates with the agent's primary group

Which field from the configuration item will automatically populate in the Assignment group field of
a problem record?

• A. Change group
• B. Support group
• C. Managed
• D. Approval group

A new Problem Coordinator accidentally created several problem investigations that need to be
deleted.
What role is required to delete a problem record?

• A. problem_admin
• B. problem_coordinator
• C. so_problem_delete
• D. RH_manager
• E. problem_manager

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?

• A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
• B. Tester is not impersonating Problem Coordinator
• C. The customer did not pay the bill for Knowledge management
• D. The sn_known_error_write role is required to see the Create Known Error article link
• E. The requirement was not m the stories

A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?

• A. Problem > Dashboard
• B. Problem > Overview
• C. Problem > Process Health Dashboard
• D. Problem > Homepage
• E. ITIL Manager > Homepage

A new problem manager wants to know how in create reports for monitoring problem management
activities.
What do you recommend they do before creating new reports?

• A. Submit a request for the sn_report_creator role
• B. Submit a New Report Request via the service catalog
• C. Take the Performance Analytics fundamentals course
• D. Turn on data collection jobs
• E. Go to Reports > View/Run > All. then search for Problem reports