ServiceNow® CIS-ITSM Exam Practice Questions (P. 3)

GPT-4o - Answer

To update the baseline Create Incident Catalog Item with additional input fields, you should utilize the Catalog Builder. This tool is specifically designed for modifying and enhancing catalog items, ensuring you can add new input fields directly and efficiently. This approach aligns with ServiceNow's recommended practices for managing catalog items, as detailed in the ServiceNow documentation for the current versions.

GPT-4o - Answer

The correct approach in this scenario involves utilizing Dictionary Overrides to set up specific Reference Qualifiers for the Assignment Group field on the incident form. By doing this, you can ensure that only groups with the Incident group type are selectable in the incident context, effectively filtering out the Network CAB group, which is not appropriate for Incident assignments due to its designated Change group type. This method maintains a cleaner and more relevant list of options, reducing errors in group assignments and aligning with best practices in IT Service Management.

GPT-4o - Answer

Agent Assist is specifically designed to streamline the workflow of service agents by providing them with automatic search results containing potential solutions as they open records. This tool leverages contextual understanding from the interaction and ongoing operations to suggest relevant information, enhancing both the speed and the quality of the service provided.

GPT-4o - Answer

Absolutely, Database Views are your go-to if you're looking at combining data from various tables. Think of them sort of like SQL joins; they let you take a peek at connected data across multiple sources, giving a unified view that's super handy for comprehensive insights. So, whenever you need a broad picture from several tables, Database Views are what you'll use.

GPT-4o - Answer

For achieving effective incident resolution, it's essential to leverage tools like Knowledge Articles and Workarounds. Knowledge Articles provide detailed, vetted information which can guide the assignee on steps for resolution with tried and tested solutions. Meanwhile, Workarounds offer temporary fixes that ensure business operations continue smoothly until a permanent solution is implemented, exemplifying the use of standard capabilities within an IT Service Management framework.