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CIS-ITSM Certification Exam 3_2024
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CIS-ITSM Certification Exam 3_2024
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CIS-ITSM Certification Exam 3/2024About Change Advisory boards (CABs) - ANS-scoped application, multiple CABS
supported, conditions define appropriate CAB per change, setup checklist includes CAB
definition and schedule entries
An individual change model will have the following defined: - ANS-State models, state
transitions, state transition conditions
Change Advisory boards (CABs) - CAB Workbench application - ANS-enabled by
default, allows change managers to: schedule CAB meetings, manage invites and track
attendance, define meeting agendas, view change calendar, approve or reject changes,
approve or reject standard change proposals (must be manually added to the agenda),
review and take meeting notes
Change management-risk assessment plugin - ANS-adds an additional factor to use
when calculating risk, risk assessment surveys. Users may click risk assessment on the
change form to complete the survey questions. Responses are scored and overall score
is matched against thresholds to calculate risk.
calculation combines assessment survey and risk conditions, weighted score approach
can use a library of questions for certain changes (hardware vs. Software)
Creating a new change-change landing page (introduced in Quebec) - ANS-Before the
change>create new module creates a new record in the change request
[change_request] table, the change landing page is presented and prompts the user to
select the change model and the change request should follow
Discovery and Change Management - ANS-maintaining CMDB is an integral part of
mature CM process. Integrating CM and discovery enables Discovery customers to
automate the maintenance of any config item with an IP address. Change fulfillers can
automatically or manually initiate discovery as part of change implementation process.
when discovery is triggered, status record is created and linked to the config item. this
record will be visible in the Affected CI related list
Features of the CAB workbench - ANS-timer to display elapsed time, current agenda
item with time elapsed, summary of agenda items, meeting notes, attendees,
conference information, form view which displays contents of current agenda item
,How are Change tasks created - ANS-manually or automatically when changes enter
the implement phase and triggers the change-implementation subflow
change tasks that are change specific should be created manually before entering the
Assess or Authorize states so they will be incorporated into the review process
How are knowledge articles related to configuration items? - ANS-Cis can be populated
through the related list at the bottom of the article. (NOTE: when Customer Service
Management is enabled, an additional field is added to the knowledge form to select
Cis. Cis identified in this new field will restrict access to articles.)
How are metrics useful within the Service Owner workspace - ANS-measuring
performance of service offerings including availability, CSAT, SLA breaches, critical
incidents, and catalog request activity. Metrics are aggregated to services and
taxonomy nodes via a weighting mechanism (Offering>Service>Leaf Node)
How are owner & manager roles assigned for knowledge base - ANS-roles are
automatically assigned once someone is designated in these fields on the knowledge
base form. They are also removed automatically when they are removed from the form.
How are risk conditions evaluated - ANS-Risk condition may set the Risk and Impact
fields. When calculate risk UI action is triggered, risk conditions are evaluated in order
and the highest risk value is returned. System displays message indicating which risk
conditions led to final value
How can Admins/Catalog Admins design a homepage? - ANS-customize catalog home
page, add/remove/arranging categories, enabling content types, using catalog
properties to provide addl control over behavior and appearance, user renderers to
define appearance of categories, create and customize multi-catalog homepage to
provide end users access to multiple catalogs from one homepage.
How can I move problems automatically to the 'Assess' state automatically - ANS-when
a problem record in the 'new' state is saved or updated, the update problem state to
assess business rule checks if the fields in the assess dialog form view are filled. If the
fields are populated, it will automatically move to 'Assess', same for problem task.
by default, state and assigned to are required. to add or edit required values, navigate
to Assess Dialog Form view or PTASK Assess dialog view.
How can incidents be created? - ANS-interactions (call, chat, walk-up etc.) with service
desk
end-user facing portals such as Service portal, record producers
,Connect Support (chat) or Virtual Agent (chat box)
Inbound email (from users or 3rd party systems)
Webservices (i.e. import sets, REST, SOAP) to integrate with 3rd party systems
How can Now Agent application be used for Change request implementers? -
ANS-access change tasks, add comments/worknotes, reassign change tasks, receive
push notifications for change tasks assigned or commented
how can service catalog be reached - ANS-native platform as well as Service Portal.
User will only have access to the catalog items they have access to via user criteria
How can you automatically assign assignment group on an incident and what is the
business rule - ANS-automatically populate assignment group based on support group
for the related Configuration Item (CI). If CI does not have support group, field gets
populated with support group available for service offering.
Business rule is 'Populate Assignment Group based on CI/SO'
Assignment group can be overridden manually by a user
How can you automatically close incidents - ANS-you can enable auto-close of
incidents based on the resolution date of the incident instead of last updated date.
Property is set to true for new customers (existing must set the property to true). Default
time for resolved incidents to be closed by the system is SEVEN days.
How can you automatically close open incident tasks when an incident is closed or
cancelled - ANS-enable the system property- com.snc.incident.incident_task.closure
How can you configure to evaluate trigger rules on a group change? - ANS-can
evaluate trigger rules on a group change by enabling the 'Trigger when group assigned
changes' check box (NEW As of ROME). Trigger rule will apply when the group field
value in the table is changed.
How can you configure trigger rules to run on tables that DO NOT extend Task? -
ANS-use the Trigger Rule Table Configuration table [trigger_rule_table_cfg]
How can you create a knowledge article directly from the resolved incident record -
ANS-must have Knowledge Management Advanced and KCS integration for incident
management plugins, there will be a related links option for 'Create knowledge' which
leverages the Incident KCS Article template. Maps key fields from incident to
knowledge. KCS article template must be active in order to see link.
, How can you create an incident from a problem - ANS-select 'Create Problem' UI
action. Copies values from incident to newly created problem. Following fields are
copied from Incident:
Incident number, description, short description, configuration item, service, service
offering, impact, urgency, priority, company, domain, category, subcategory.
How can you define system responses to inbound emails - ANS-Create an inbound
email trigger in FLOW Designer (these take priority over inbound email actions)
script an inbound email action
How can you distinguish caller users details - ANS-1. VIP flag--name appear in red,
does not impact priority or application logic
2. caller lookup select box--drop down list appears to display additional info about a
user such as company, department. Can be updated by adding the re_ac_column
attribute from the dictionary entry and listing the columns you want visible
3. reference decorations--reference icon that can provide a preview of related record,
can display related incidents for the caller, controlled by ref_contributions attribute
Note: ref_contribution icons will not be displayed when a field is read-only unless the
clickthrough=true attribute is added to the field's dictionary
How can you reflect importance or impact of each service on the operations of an
organization - ANS-select criticality level.
How can you set up a fulfillment method/plan for a catalog item - ANS-using catalog
builder, process engine is selected from the 'Fulfillment' table. Existing flow or workflow
can be selected for simple fulfillment requirements or users can create step based
request fulfillment plan
select 'Flow designer flow' as process engine and 'step based request fulfillment' as
selected flow.
3 types of steps-task (assigned to individuals or groups), custom approval (can be for
an individual group, require single approval of all group approval), manager approval
steps can be grouped to be executed in parallel or in sequential order
how can you track and manage improvement opportunities in SNOW - ANS-Continual
Improvement management in ServiceNow, guided setup.
How do I model and manage my services with CSDM - ANS-1. Back up your data-
export to excel
2. Perform attribute mapping- identify tables your data will migrate to, determine if the
destination table has required attributes available in baseline
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