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ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) exam is a certification program designed to evaluate the knowledge, skills, and expertise of IT professionals in implementing and managing IT Service Management (ITSM) solutions using ServiceNow platform. CIS-ITSM exam is intended for professionals who have a thorough understanding of ITSM and ServiceNow, and are seeking to validate their expertise in implementing and configuring ServiceNow ITSM solutions.
NEW QUESTION # 12
Which condition must be met to have a knowledge article display on the Knowledge Home Page in the Featured Content section?
- A. The article must have a 4 star rating and be among the top 10 articles most frequently attached to Tasks.
- B. A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "homepage."
- C. The Feature field on the article must be set to true.
- D. A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "featured_content."
Answer: B
Explanation:
Explanation
Featured Content: This list collection displays articles entered in a Knowledge Base's Featured Content Related List and associated with a keyword of 'homepage.
NEW QUESTION # 13
The sales manager at Universal Containers would like a dashboard to view each of the sales representative's opportunities, accounts, and related cases.
What is a recommended solution?
- A. Create a dynamic dashboard and ensure the sales manager has the "View My Team's Dashboard" permission.
- B. Create a dashboard and add filters for users, opportunities, accounts, and cases.
- C. Create an individual dashboard for each sales representative with opportunity, account, and case components.
- D. Create a dynamic dashboard and add filters for opportunities, accounts, and cases.
Answer: A
NEW QUESTION # 14
Which of the following are valid states for Standard Change requests? (Choose all that apply.)
- A. Review
- B. Scheduled
- C. Authorize
- D. Assess
- E. Implement
Answer: A,B,E
NEW QUESTION # 15
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
- A. VIP Flag reference decorator
- B. VIP flag dictionary entry
- C. VIP Flag action script
- D. VIP Flag field style
Answer: D
NEW QUESTION # 16
According to ServiceNow, it is recommended to use Widgets instead of Macros.
- A. False
- B. True
Answer: B
NEW QUESTION # 17
Which two types of metadata should be migrated between environments using change sets? (Choose two.)
- A. Email templates
- B. Standard field picklist values
- C. Account team roles
- D. Custom fields
Answer: A,D
NEW QUESTION # 18
How are Releases related to Changes?
- A. Releases are implemented prior lo Changes
- B. Changes are comprised of one or more Release
- C. Changes are implemented prior to Releases
- D. Releases are comprised of one or more Changes
Answer: D
NEW QUESTION # 19
Which of the following statements is true regarding the permission that a user of itil role has?
- A. Users with itil role can only update incident created by them.
- B. Users with itil role can update any incident.
- C. Users with itil role can update any incident except closed incidents.
- D. Users with itil role can update any incident except closed and resolved incidents.
Answer: C
NEW QUESTION # 20
How to customize the fields that appear when a user hovers over the reference icon?
- A. Add a new record in the Reference Popup table and configure the variables.
- B. Create sys_popup view.
- C. Modify "ref_contributions" attribute for the field.
- D. Modify "ref_ac_column" attribute for the field.
Answer: B
NEW QUESTION # 21
In which phase of the incident management lifecycle do incidents typically gel escalated?
- A. Resolution and Closure
- B. Initial Analysis and Submission
- C. Investigation and Diagnosis
- D. Creation and Classification
Answer: C
Explanation:
Explanation
* Page 49 in course materials
* During the Investigation and Diagnosis phase, you will research the incident and analyze/diagnose the issue.
* Analysis of the issue may indicate that the incident needs to be escalated to a particular group for resolution.
NEW QUESTION # 22
What module do you use to change the setting for the time between incident Resolution and Closure?
- A. System Settings
- B. incident Settings
- C. ITSM Properties
- D. Incident Properties
- E. Resolution Properties
Answer: D
NEW QUESTION # 23
Which of these can be associated with a service within the service portfolio taxonomy?
- A. Leaf node
- B. Node layer
- C. Node level
- D. Node
Answer: A
Explanation:
Step by Step Comprehensive Detailed Explanation: In the context of ServiceNow IT Service Management, specifically within the service portfolio taxonomy, a 'leaf node' can be associated with a service. The service portfolio taxonomy is a hierarchical structure that organizes the services offered by an organization. At the top of this hierarchy are broad categories or 'nodes,' which are then broken down into more specific 'leaf nodes.' These leaf nodes represent individual services or offerings that are the most granular level within the taxonomy. Associating a service with a leaf node allows for detailed tracking and management of that particular service within the larger portfolio.
References: The information is based on the ServiceNow product documentation and resources available on their official support and documentation portals, which detail the service portfolio management taxonomy and its components123.
NEW QUESTION # 24
A company notices that their unit tests in a test class with many methods to create many records for prerequisite reference data are slow.
What can a developer to do address the issue?
- A. Move the prerequisite reference data setup to a static method in the test class and call that from each test method.
- B. Move the prerequisite reference data setup to a TestDataFactory and call that from each test method.
- C. Move the prerequisite reference data setup to a @testSetup method in the test class.
- D. Move the prerequisite reference data setup to the constructor for the test class.
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION # 25
Technical consultants should attend workshops.
- A. False
- B. True
Answer: B
NEW QUESTION # 26
According to ServiceNow, ChangeRequestStateModel_standard script include is meant to be modified by customers.
- A. False
- B. True
Answer: B
NEW QUESTION # 27
ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer.
- A. True
- B. False
Answer: B
Explanation:
Technical staff should keep quality attributes in mind when considering stakeholder desires and requirements.
NEW QUESTION # 28
Which two statements are true regarding Salesforce Customer Community members? (Choose two.)
- A. They use the Ideas tab to submit, comment on, and vote for ideas.
- B. They find crowdsourced answers and Knowledge articles to resolve a support issue.
- C. They must belong to a company's internal community to participate in Chatter collaboration.
- D. Their reputation levels must be the same across all communities of which they are members.
Answer: A,B
NEW QUESTION # 29
It is possible to create two different sets of priority rules for incidents and problems.
- A. False
- B. True
Answer: B
NEW QUESTION # 30
Which of the following statements are correct for standard changes? (Choose two.)
- A. Standard changes are typically low risk and have detailed procedures.
- B. Standard changes do not have change tasks.
- C. Standard changes can be automated.
- D. Standard change procedures must be stored in the Knowledge base.
Answer: A,C
Explanation:
Explanation
YES - Standard changes are typically low risk and have detailed procedures YES - Standard changes can be automated NO - Standard Change procedures must be stored in a Knowledge base NO - Standard changes don't have Change tasks
------------------------------------------------------------------------- p218 Standard Change: "Select from available pre-approved change templates." Standard Change: "Properties set to establish standards"
------------------------------------------------------------------------- SN Docs:
Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
------------------------------------------------------------------------- ITIL Definition of "Standard Change":
A standard change is a change to a service or infrastructure for which the approach is pre-authorised by change management that has an accepted and established procedure to provide a specific change requirement.
^^suggests established procedure (similar to changes can be automated?)
NEW QUESTION # 31
Incidents are stored what table?
- A. Incident [sn_task_incident]
- B. Incident [task_incident]
- C. Incident [incident]
- D. Incident [sn_incident]
Answer: A
NEW QUESTION # 32
Users who approve changes require ServiceNow license unless they do the approval through email.
- A. True
- B. False
Answer: B
Explanation:
Explanation
License is needed for approval even if the approval is done via email.
NEW QUESTION # 33
On the Change Record form, the Process Flow Formatter is used to __________.
- A. Show State history of a Change
- B. Show the current State of Change
- C. Visually depict the Change Workflow
- D. Configure the Change Management lifecycle
Answer: C
Explanation:
NEW QUESTION # 34
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By passing the ServiceNow CIS-ITSM certification exam, candidates demonstrate their expertise in implementing and managing ITSM processes and solutions on the ServiceNow platform. Certified professionals are recognized as experts in ITSM best practices and are in high demand by organizations looking to implement and manage ITSM processes and solutions. Certified Implementation Specialist - IT Service Management certification exam is a valuable credential for IT professionals who want to advance their careers and increase their earning potential in the IT industry.
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