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ServiceNow® CIS-ITSM Exam Practice Questions (P. 5)

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Question #21
The Problem table is extended from what table?
  1. A
    Task
  2. B
    Major Incident
  3. C
    Outage
  4. D
    Problem Task
  5. E
    Incident

Correct Answer:
A

Question #22
The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem.
Which module could they use to make this change?
  1. A
    Problem > Administration » Problem Properties
  2. B
    System UI > UI Action Groups
  3. C
    State Management > State Models
  4. D
    System UI > Form Actions
  5. E
    System UI > UI Actions

Correct Answer:
A

Question #23
Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?
  1. A
    State Model
  2. B
    Workflow Dashboard
  3. C
    Action Modeler
  4. D
    Task Creator
  5. E
    Flow Designer

Correct Answer:
E

Question #24
Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)
  1. A
    Re-use existing categories from legacy systems
  2. B
    Define categories based on the customer’s CMDB classes
  3. C
    Re-use existing categories from incident management
  4. D
    Define categories based on ITIL problem taxonomy

Correct Answer:
CD

Question #25
When a user clicks on the Communicate fix UI action on the Problem form, what happens?
  1. A
    Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem
  2. B
    Fix is written to the Work notes field on any Incident associated with the problem, which is Active
  3. C
    Fix is written to the Comments field on any Incident associated with the problem, which is Active
  4. D
    Fix is written to a draft Knowledge article

Correct Answer:
B

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