CIS - ITSM 7 | Take the Quiz

An Inbound Action processes an email received by ServiceNow to create or update a record in ServiceNow.

True

False

Which type of catalog item may be found in a Service Catalog?

Requested Items

Order guides

Categories

Execution Plans

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

The Caller lookup field on the [user] table

The ref_ac_column attribute from the dictionary entry

The ref_contributions attribute on the caller lookup form

The form design of the caller lookup form

A problem record is the Parent to what record?

Known Error

Workaround

Major Incident

Problem Task

A problem manager assigns a new problem to themself and associates the incidents with the problem. What state should the problem record be in?

Assess

Root Cause Analysis

New

None of the above

In which of the Change Management lifecycle stages should you perform a risk assessment and evaluate the risk?

Approval

Implementation

Creation and Scope

Review and Closure

What role is required to delete a problem record or a problem task?

Problem_coordinator

Problem_manager

Itil

Problem_admin

Which of the following is NOT a definition of an Incident?

The underlying cause of one or more incidents

An event that has not yet impacted the service to the customer

Unplanned interruption to an IT service

Reduction in the quality of an IT service

What is the minimum role required to create a major incident candidate or propose an existing incident as a major incident candidate?

Incident Manager [incident_manager]

ITIL Admin [itil_admin]

ITIL [itil]

Major Incident Manager [major_incident_manager]

What ServiceNow application in the Now Mobile app enables users to retrieve more relevant knowledge articles in search results and have a better experience?

Zing Search

AI Search

Predictive Intelligence

Virtual Agent

CIS - ITSM 7

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