ServiceNow Certified Implementation Specialist – IT Service Management — Question 221

What tools are available to the assignee to help resolve an incident? (Choose two.)

Answer options

• A. Workarounds
• B. Resolutions from similar incidents
• C. CI Class Manager
• D. Enterprise CMDB Dashboard
• E. Incident Overview Dashboard

Correct answer: A, B

Explanation

Workarounds and resolutions from similar incidents are practical tools that can assist the assignee in addressing the current incident effectively, drawing on previous experiences. The CI Class Manager, Enterprise CMDB Dashboard, and Incident Overview Dashboard may provide valuable information but do not directly offer actionable solutions for resolving the incident at hand.