UPDATED [Feb 15, 2025] Pass Certified Implementation Specialist - IT Service Management Exam with Latest Questions
CIS-ITSM Exam Practice Questions prepared by ServiceNow Professionals
ServiceNow CIS-ITSM certification is essential for IT professionals who want to demonstrate their expertise in IT Service Management and advanced ServiceNow concepts. Certified Implementation Specialist - IT Service Management certification exam validates the skills of professionals in areas such as incident management, service catalog, change management, problem management, knowledge management, and service level management. Certified Implementation Specialist - IT Service Management certification also recognizes the professional's ability to configure, customize, and deploy the ServiceNow ITSM applications. By passing the ServiceNow CIS-ITSM certification exam, professionals can enhance their job prospects, increase their earning potential, and validate their credibility in the IT Service Management domain.
The CIS-ITSM certification exam is a three-hour, multiple-choice exam that consists of approximately 60 questions. CIS-ITSM exam is designed to test the skills and knowledge that are required to successfully implement and manage ServiceNow ITSM solutions. CIS-ITSM exam is administered by ServiceNow and can be taken online or in-person at a ServiceNow testing center. Upon passing the exam, individuals will receive the CIS-ITSM certification, which is valid for two years and can be renewed by taking a recertification exam.
NEW QUESTION # 81
An administrator wants to allow users who are creating leads to have access to the Find Duplicates button.
Which lead object-level permission will the administrator need to provide to these users?
- A. Read and Edit
- B. Delete
- C. View All
- D. Merge
Answer: C
NEW QUESTION # 82
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. Shopping cart label
- C. No subtotal
- D. Omit price in cart
- E. No cart
Answer: D,E
NEW QUESTION # 83
Where do you enable the Search as feature for an incident?
- A. incident.deflection system property
- B. Incident Properties application
- C. Related Search Results table configuration
- D. Incident form design
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search
/task/t_DefineContextualSearchForForm.html
NEW QUESTION # 84
Which of the following are valid states for Requested Item Catalog Task? (Choose all that apply.)
- A. Closed Skipped
- B. New
- C. Work In Progress
- D. Open
- E. Pending
Answer: A,C,D,E
NEW QUESTION # 85
In the baseline configuration for change management, how do users access approved Standard Change Templates?
- A. Apply a template to a new Change form
- B. Standard Change Proposal table
- C. Standard Change Catalog
- D. Browse for Standard Changes within the Technical Catalog
Answer: C
Explanation:
NEW QUESTION # 86
For an incident, which of the following are used when calculating the value of the Business Duration field?
- A. Incident State Duration Metric
- B. Calendar duration
- C. Incident Auto-close system property
- D. SLA Schedule
Answer: D
Explanation:
NEW QUESTION # 87
Which of the following are valid channels to create incidents? (Choose three.)
- A. Service portal
- B. Social Media
- C. SMS
- D. Support Chat
- E. Inbound Email
Answer: A,D,E
Explanation:
SMS & Social media are not OOTB channels to create incidents.
NEW QUESTION # 88
Which of the following roles can maintain user criteria?
- A. None of the listed answers
- B. catalog_admin
- C. user_criteria_admin
- D. itil_admin
Answer: C
NEW QUESTION # 89
Which of the following reports are available for incidents in the baseline instance? (Choose three.)
- A. Incidents Open per Month
- B. Closed Incidents
- C. Critical Open Incidents
- D. Incidents by Priority and State
- E. Incidents Open per Week
Answer: C,D,E
NEW QUESTION # 90
A problem record is the Parent to what record?
- A. Workaround
- B. Related Incidents
- C. Major Incident
- D. Problem Task
- E. Known Error
Answer: D
NEW QUESTION # 91
An environment has two Apex Triggers: an after-update trigger on Account and an after-update trigger on Contact. The Account after-update trigger fires whenever an Account's address is updated, and it updates every associated Contact with that address. The Contact after-update trigger fires on every edit, and it updates every Campaign Member record related to the Contact with the Contact's state.
Consider the following: A mass update of 200 Account records' addresses, where each Account has 50 Contacts. Each Contact has 1 Campaign Member. This means there are 10,000 Contact records across the Accounts and 10,000 Campaign Member records across the contacts.
What will happen when the mass update occurs?
- A. The mass update will fail, since the two triggers fire in the same context, thus exceeding the number of records processed by DML statements.
- B. There will be no error, since each trigger fires within its own context and each trigger does not exceed the limit of the number of records processed by DML statements.
- C. The mass update of Account address will succeed, but the Contact address updates will fail due to exceeding number of records processed by DML statements.
- D. There will be no error, since the limit on the number of records processed by DML statements is 50,000.
Answer: B
NEW QUESTION # 92
Which module to use in order to change the default behavior of "Communicate Workaround" in problems?
- A. System Policy > UI Actions
- B. Configurations > Script Actions
- C. Configurations > UI Actions
- D. System Policy > Script Actions
Answer: D
NEW QUESTION # 93
Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?
- A. Access Control Rules
- B. User Criteria
- C. Filter Criteria
- D. Knowledge Category Attributes
Answer: B
Explanation:
Explanation
1. Knowledge Base [kb_knowledge_base] does not extend from any other table.
2. Knowledge [kb_knowledge] contains Knowledge Articles.
3. Workflows facilitate the publishing and retirement processes and are set at the Knowledge Base level.
4. User Criteria control who can read and who can contribute to Knowledge Bases. (User Criteria isalso available at t he Article level.)
5. Social Q&A allows users to post and answer questions.
6. Knowledge Bases may be exposed through Service Portals
NEW QUESTION # 94
What will be the new state once you click on the "Confirm" button in the problem form?
- A. Root Cause Analysis
- B. Closed
- C. Fix in Progress
- D. Resolved
Answer: A
NEW QUESTION # 95
If a script include has SNC in its name, it means it is safe to edit these script includes and upgrade will not be affected.
- A. False
- B. True
Answer: A
Explanation:
Script includes with SNC in their name are read-only to ensure they are updated during upgrades.
NEW QUESTION # 96
A developer is writing a Visualforce page that queries accounts in the system and presents a data table with the results. The users want to be able to filter the results based on up to five fields. However, the users want to pick the five fields to use as filter fields when they run the page.
Which feature of Apex code is required to facilitate this solution?
- A. describeSObjects()
- B. REST API
- C. Dynamic Schema binding
- D. SOSL queries
Answer: A
NEW QUESTION # 97
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The CIS-ITSM certification is a valuable credential that demonstrates to employers and clients that you have the knowledge and skills needed to implement ServiceNow ITSM solutions. It is a globally recognized certification that is highly respected in the IT industry. Earning this certification can help you advance your career and increase your earning potential.
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