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Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Duration: 90 minutes
Exam Registration: Registration should be done using the ServiceNow Webassessor. For successful exam registration, candidates must have exam vouchers that can be obtained on completing the prerequisite pieces of training for ITSM implementation.
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam Mode: On-line Proctored Exam. Candidates can take the examination from any place at any time as per their convenience. Candidates also have the option to give exams at any of the authorized training centers. Candidates can select the exam mode based on their convenience at the time of registration. In both testing venues, the exam is conducted through a consistent, friendly, user interface customized for ServiceNow tests.
Exam Code: ServiceNow CIS-ITSM Certification Exam
Exam type: Multiple Choice Questions
NEW QUESTION # 24
Prior to Quebec, when you click Change > Create New, which page is displayed?
- A. Change Interceptor
- B. Change Landing Page
- C. Change Wizard
- D. Change Form
- E. Change Catalog
Answer: A
NEW QUESTION # 25
Which of the following roles can update cart layout?
- A. catalog_manager
- B. catalog_admin
- C. None of the listed answers
- D. itil_admin
Answer: B
NEW QUESTION # 26
Leveraging this feature with Walk-Up Experience can eliminate the need for users to manually look up their name or email to join a walk-up queue.
- A. In Badge Reader Integration (com.snc.badge_reader)
- B. User Badge Integration (com.snc.user_badge)
- C. Employee Scan Integration (com.snc.emp_scan)
- D. Employee Tag Reader (com.snc.tag_reader)
Answer: A
NEW QUESTION # 27
Which of the following roles can delete a problem task? (Choose all that apply.)
- A. admin
- B. itil
- C. problem_manager
- D. problem_task_analyst
- E. problem_admin
Answer: A,E
NEW QUESTION # 28
A new problem manager wants a high level view of the activities in problem management.
What module do you recommend?
- A. Problem > Process Health Dashboard
- B. Problem > Overview
- C. ITIL Manager > Homepage
- D. Problem > Homepage
- E. Problem > Dashboard
Answer: B
NEW QUESTION # 29
A user with role catalog_editor can maintain catalog items but he/she CANNOT update catalog definitions.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Users with role catalog_editor can maintain catalog items and also can update catalog definition.
NEW QUESTION # 30
Which module to use in order to see problem tasks that are assigned to you?
- A. Service Desk > My Work
- B. Problem > My Problem Tasks
- C. Problem > My Tasks
- D. Service Desk > My Problem Tasks
Answer: A
NEW QUESTION # 31
Which module to use in order to change the default behavior of "Communicate Workaround" in problems?
- A. Configurations > UI Actions
- B. System Policy > UI Actions
- C. Configurations > Script Actions
- D. System Policy > Script Actions
Answer: D
NEW QUESTION # 32
Recently a Salesforce org's integration failed because it exceeded the number of allowed API calls in a 24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?
- A. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
- B. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
- C. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
- D. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION # 33
Where should an admin go to view all of the search queries entered by users in the knowledge search?
- A. [kb_view] table
- B. Search logs application
- C. Knowledge queries application
- D. [KD_feedback] table
Answer: C
NEW QUESTION # 34
When defining SLAs for the service catalog at what level is the SLA typically defined?
- A. Request
- B. Service Catalog
- C. Requested Item
- D. Catalog Task
Answer: C
NEW QUESTION # 35
Which of the following roles can delete cart layout?
- A. None of the listed answers
- B. catalog_manager
- C. catalog_admin
- D. catalog_editor
Answer: A
Explanation:
Nobody can delete cart layout.
NEW QUESTION # 36
What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers from the below options
- A. Service Catalog Request
- B. Standard Change
- C. Emergency Change
- D. Incident
- E. Problem
Answer: B,D,E
NEW QUESTION # 37
Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.
How does this action meet the requirement?
- A. A lookup relationship on the Applicant object with Position as the master provides roll-up summary fields without code.
- B. The junction object allows the administrator to add a workflow rule to update fields on the Position and Applicant objects.
- C. The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.
- D. The Job Application object as a master to Position and Applicant objects will allow roll-up summary fields on the Position and Applicant objects.
Answer: C
NEW QUESTION # 38
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers
- A. catalog_editor
- B. catalog_admin
- C. catalog_manager
- D. catalog_builder_editor
- E. itil_admin
Answer: A,B,C
NEW QUESTION # 39
The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?
- A. Proposed, Received, eCAB Convened, Closed
- B. New, Work in progress, Escalated, Communicated
- C. Proposed, Accepted, Rejected, Cancelled
- D. Proposed, Accepted, Rejected, Reopened
Answer: C
NEW QUESTION # 40
Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply.
- A. Changes scheduled during blackout time periods
- B. Conflicts for all Affected CIs
- C. Changes scheduled outside of normal business hours
- D. Changes with overlapping schedules assigned to the same resource
- E. Changes schedule outside of a CI's maintenance window
Answer: A,B,E
Explanation:
NEW QUESTION # 41
Poorly managed and unplanned Changes often create high volumes of _________?
- A. Incidents
- B. Knowledge Articles
- C. Requests
- D. Problems
Answer: A
NEW QUESTION # 42
Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?
- A. Performance Analytics
- B. Benchmarks
- C. Reporting
- D. Scheduled Reports
Answer: A
NEW QUESTION # 43
Which feature can Service Desk Agents use to ensure that Knowledge Articles they attach to Incidents are Article that are appropriate to share with Callers?
- A. Global Search
- B. Search Groups - Caller Restrictions
- C. Contextual Search - Search as
- D. System Property - Restrict Articles to Callers
Answer: C
Explanation:
Explanation
"Administrators may enable Search As. This feature returns search results as both the current user as well as a user, such as the Caller, specified on the current form. This allows Agents to be confident that Articles shared with Users are appropriate to share with those users."
NEW QUESTION # 44
Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.
- A. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
- B. State changes to Implement. Actual end is set when the State changes to Review.
- C. State changes to Scheduled. Actual end is set when the State changes to Review.
- D. State changes to Implement. Actual end is set when the State changes to Closed.
Answer: B
Explanation:
Explanation
Actual start date and Actual end date are set by functions in the Change Request State Model Script Includes. When the state changes to Implement, the Actual Start date is set to the cu rrent date/ time. When t he state changes to Review, the Actual End date is populated.
NEW QUESTION # 45
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ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) exam is designed for IT professionals who specialize in ServiceNow IT Service Management (ITSM). CIS-ITSM exam is targeted towards individuals who have experience in implementing and configuring ITSM solutions using the ServiceNow platform. The CIS-ITSM certification validates an individual’s skills and knowledge in implementing ITSM processes, configuring the ServiceNow platform, and managing ITSM applications.
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