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CIS - ITSM 7

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
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