CIS-ITSM-2

What is the minimum role required for a user to create an Emergency Change?

• itil

• change_manager

• itil_admin

• cab_manager

In Change Management, which record should be modified to restrict when a Change can move to a specific state?

• UI Action for the State Transition

• ChangeRequest Script Include

• ChangeRequestStateModel Script Include

• ChangeRequestStateModelSNC Script Include

A customer would like to modify the wording that appears when a user selectsChange > Create New. Which type of record must be adjusted?

• Application Module

• Change Type Data Lookup

• Language File

• Interceptor

Change Tasks generated by the Change Request - Normal Change tasksworkflow should include

• All implementation tasks for a specific Change

• Approval and scheduling tasks for Normal Changes

• Standard, administrative tasks common to all Normal Changes

• Automated tasks to be completed by the System Scheduler

When evaluating Change Request States in a Script Include, which is the preferred method for referencing a State?

• Use the g_form.getValue function to retrieve the State field value

• Use the State name Constant, such as ChangeRequestSateHandler.SCHEDULED

• Use the .getDisplayValue function to retrieve the State field value

• Use the State field value, such as -2

Which of the following statements is true when the Change Management - RiskAssessment plugin is enabled?

• Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change

• Risk Assessment replaces the Risk Calculator to determine Risk for a Change

• A Risk Assessment is required for all Normal and Emergency Changes

• Risk is automatically calculated on update of a Change

Which of the following is NOT a method for creating Knowledge Articles within ServiceNow?

• Import from a Microsoft Word document

• Direct creation by a user with the 'knowledge' role

• Generate from a Scheduled Report with a Target = Article

• Generated from Incident or Problem records

Which of the following represents how Knowledge Management subscriptions and article versioning are enabled?

• Features are enaled by default in baseline Jakarta instances

• Customizations to Knowledge Management

• Knowledge Base setting on each Knowledge Base

• Activation of the Knowledge Management Advanced Plugin

Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

• Access Control Rules

• User Criteria

• Filter Criteria

• Knowledge Category Attributes

Which condition must be met to have a Knowledge Article display on the Knowledge Home Page in the Featured Content section?

• A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of the "homepage"

• A record must be created in the Featured Content [kb_knowledge_keyword] tablereferencing the Article and a keyword of "featured_content"

• The Article must have a 4star rating and be among the top 10 articles mostfrequently attached to Tasks

• The Feature field on the Article must be set to true