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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q132-Q137):

NEW QUESTION # 132
Incidents are stored what table?

A. Incident [task_incident]
B. Incident [sn_incident]
C. Incident [incident]
D. Incident [sn_task_incident]

Answer: D

NEW QUESTION # 133
Which record type would you use for a Computer request?

A. Catalog Item
B. Order Guide
C. Content Item
D. Record Producer

Answer: A

NEW QUESTION # 134
Conflict Detection must be triggered manually for Changes using the Check Conflicts UI action.

A. False
B. True

Answer: A

Explanation:
Explanation
"The Check Conflicts UI Action runs the Conflict Detection logic manually and populates the results in the embedded list view."

NEW QUESTION # 135
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.

A. False
B. True

Answer: A

Explanation:
Explanation
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.

NEW QUESTION # 136
Which of the following is considered a best practice for managing the Valid To date for Knowledge articles?

A. Allow the authors of Articles to set the Valid To date of each individual Article
B. Leave the Valid To dates to the default value of 2020-01-01
C. Determine the Valid To timeframe of your articles based upon the type of article and volatility of information in the article
D. Do not set Valid To dates for Knowledge Articles

Answer: C

Explanation:
Explanation
The default value for this field is set in the Dictionary to 2020-01-01. Users may manually select a new date when editing articles. However, this approach does not promote consistency for effective article management.
Consider setting the Valid to date as part of the publish Knowledge function in the KBWorkflow Script Include. If the Valid to date depends on the type of article (e.g. Policy or Support article), a copy of the Publishing workflow may be created with a branch for each article type/ category. (Since categories may be different for each Knowledge Base, this would not be appropriate to include in the Script Include logic.)

NEW QUESTION # 137
......

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