ServiceNow Certified Implementation Specialist – IT Service Management — Question 106

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

Answer options

• A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
• B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
• C. Create an Access control to hide the unnecessary CIs from the itil users
• D. Make a show/hide UI action to show only the desired CIs to the itil users

Correct answer: B

Explanation

The correct answer is B because using the Principal CI class checkbox directly allows the customer to specify which CI classes they want to be visible on the Incident, Problem, and Change forms, effectively filtering the list. Options A and D involve additional configurations but do not address the core requirement of identifying CI classes specifically, while option C may restrict visibility but does not manage the display preferences based on class.