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ServiceNow CIS-ITSM certification exam is an essential credential for IT professionals who want to demonstrate their understanding of IT service management best practices and their ability to implement and manage ServiceNow ITSM solutions. By earning this certification, IT professionals can enhance their career prospects and provide their organizations with the confidence that they have the necessary skills to optimize IT service delivery.
Achieving the CIS-ITSM certification demonstrates that an IT professional has the skills and knowledge required to implement ITSM processes using ServiceNow. Certified Implementation Specialist - IT Service Management certification is recognized globally and can help IT professionals advance their careers by demonstrating their expertise in IT Service Management. Furthermore, organizations that use ServiceNow can benefit from having certified professionals on their team, as it ensures that their ITSM processes are being implemented effectively and efficiently.
ServiceNow CIS-ITSM certification exam is suitable for IT professionals who have experience working with ServiceNow ITSM products and are looking to advance their careers. CIS-ITSM exam tests candidates on their ability to configure and manage ServiceNow ITSM applications, including Incident Management, Problem Management, Change Management, and Service Catalog.
NEW QUESTION # 29
For an incident, which of the following are used when calculating the value of the Business Duration field?
- A. Incident Auto-close system property
- B. SLA Schedule
- C. Calendar duration
- D. Incident State Duration Metric
Answer: B
Explanation:
NEW QUESTION # 30
Which of the following fields does ServiceNow recommend to move to the Advance view of the catalog item form? (Choose two.)
- A. Show shopping cart
- B. No cart
- C. Omit price in cart
- D. Shopping cart label
- E. No subtotal
Answer: B,C
NEW QUESTION # 31
Universal Containers wants to use a Customer Community with Customer Community Plus licenses so their customers can track how many containers they are renting and when they are due back. Many of their customers are global companies with complex Account hierarchies, representing various departments within the same organization.
One of the requirements is that certain community users within the same Account hierarchy be able to see several departments' containers, based on a junction object that relates the Contact to the various Account records that represent the departments.
Which solution solves these requirements?
- A. An Apex Trigger that creates Apex Managed Sharing records based on the junction object's relationships.
- B. A Custom Report Type and a report Lightning Component on the Community Home Page.
- C. A Custom List View on the junction object with filters that will show the proper records based on owner.
- D. A Visualforce page that uses a Custom Controller that specifies without sharing to expose the records.
Answer: C
NEW QUESTION # 32
UC Loans is a small company with a part time Salesforce administrator. UC Loans wants to create a Loan__c record whenever an Opportunity is won.
What is the optimal solution for UC Loans to accomplish this?
- A. Quick Action
- B. Process Builder
- C. Apex Trigger
- D. Workflow Rule
Answer: B
NEW QUESTION # 33
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
- A. From an inbound email
- B. From the Service Catalog
- C. From the Service
- D. From an Incident record
Answer: A
NEW QUESTION # 34
Which of the following is NOT a valid Request State?
- A. Approved
- B. Closet Incomplete
- C. Pending Approval
- D. Rejected
Answer: D
NEW QUESTION # 35
Where do you enable the Search as feature for an incident?
- A. Related Search Results table configuration
- B. Incident Properties application
- C. incident.deflection system property
- D. Incident form design
Answer: A
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search
/task/t_DefineContextualSearchForForm.html
NEW QUESTION # 36
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers
- A. Make sure Notification requirements and test plans are in the project scope from the start
- B. Use incident itil role template as the master template to build all other ITSM templates
- C. When possible, maximize the quality or email updates to customers
- D. Use templates to ensure consistency and ease of configuration
- E. Get input from Marketing department, regarding format of customer/caller facing notifications
Answer: A,B,E
NEW QUESTION # 37
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)
- A. Delete Change
- B. Delete CAB Definition
- C. Create and manage Approval Policies
- D. Manage Risk Conditions
- E. Manage Risk Assessments
Answer: A,D,E
NEW QUESTION # 38
Inbound Actions can be configured to enable creating or updating problems.
- A. True
- B. False
Answer: B
Explanation:
Inbound actions can be used only to update problems but not to create them.
NEW QUESTION # 39
Which of the following roles is allowed to create a new CI class? (Choose two.)
- A. admin
- B. itil
- C. cmdb_read
- D. itil_admin
Answer: A,D
NEW QUESTION # 40
In which phase of the incident management lifecycle do incidents typically gel escalated?
- A. Creation and Classification
- B. Initial Analysis and Submission
- C. Investigation and Diagnosis
- D. Resolution and Closure
Answer: C
NEW QUESTION # 41
It is possible to create incidents automatically based on alerts from Event Management.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION # 42
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents?
(Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)
- A. The State of each Incident is set to In Progress
- B. No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
- C. The Work Notes field on each associated Incident is updated with details from the Problem Close Notes
- D. The State of each associated Inciedent is updated to ResolveResolution code is set to
- E. Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes field
Answer: E
Explanation:
Explanation
The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an On Hold Reason of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions to a State of Resolved and will set the Resolution code and Resolution notes.
Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action must be used to update the incidents.
NEW QUESTION # 43
How to add restriction on moving incidents from one state to another?
- A. Modify the IncidentState script include.
- B. Modify the IncidentState UI Policy.
- C. Modify the script of the Save UI Action.
- D. Modify records in the Records State Transition table.
Answer: A
NEW QUESTION # 44
What are the primary record types in configuration management?
- A. Asset Item (AI) and Relationship Type
- B. Relationship Type and Configuration Item (CI)
- C. Business Service and Configuration Item (CI)
- D. Asset Item (AI) and Configuration Item (CI)
Answer: B
NEW QUESTION # 45
Which of the following are valid states for Standard Change requests? (Choose all that apply.)
- A. Scheduled
- B. Assess
- C. Review
- D. Authorize
- E. Implement
Answer: A,C,E
NEW QUESTION # 46
In the baseline configuration for service catalog workflows, which of the following statements are true?
(Choose two.)
- A. Execution plans are used instead of workflows.
- B. Requests with a value over $1000 require manager approval.
- C. Approvals will be skipped if there are no members in the approval group.
- D. All Requested items require manager approval.
Answer: B,D
NEW QUESTION # 47
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?
- A. Delete Incident
- B. Archive Incident
- C. Reopen Incident
- D. Close Incident
Answer: C
Explanation:
NEW QUESTION # 48
Primary tables associated with request fulfillment begin with the prefix _____________.
- A. rf_
- B. rm_
- C. sc_
- D. req_
Answer: C
NEW QUESTION # 49
Which of the following fields is mandatory when the button "Request Approval" in normal change form is clicked?
- A. Assignment group
- B. Justification
- C. Assigned to
- D. Planned start date
Answer: A
NEW QUESTION # 50
Technical configuration items extend the Base Configuration Item table.
- A. True
- B. False
Answer: B
Explanation:
Technical configuration items extend the cmdb_ci table instead of Base Configuration Item (cmdb) table.
NEW QUESTION # 51
Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:
* Default
* Major incidents
* Self Service
* Mobile
What are these Ul layouts called in the Now Platform?
- A. Workspaces
- B. Views
- C. Form Layouts
- D. Form Designs
- E. Forms
Answer: B
NEW QUESTION # 52
What will be the new state once you click on the "Start Fix" button in the problem form?
- A. Assess
- B. Root Cause Analysis
- C. Fix in progress
- D. In Progress
Answer: C
NEW QUESTION # 53
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?
- A. Record Producer
- B. Order Guide
- C. Content Item Most Voted
- D. Knowledge Item
- E. Catalog Item
Answer: C
NEW QUESTION # 54
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CIS-ITSM Dumps Updated Apr 05, 2025 WIith 170 Questions: https://drive.google.com/open?id=1_V7yAoEGg5hqdOM-eA0cdYUR24D2OFz6