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CIS-Service Management CIS-ITSM Exam and Certification Test Engine

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.

 

NEW QUESTION # 40
Which of the following statements is true regarding incidents created for a VIP caller?

• A. The priority field will automatically change to High.
• B. Workflow will change to accommodate for the criticality of the incident.
• C. The caller color will change.
• D. An email will be sent to incident manager to follow up regarding this incident.

Answer: C

Explanation:
Explanation
The only change for incidents created for a VIP caller is that the color of the caller field will change and decoration will be added.

NEW QUESTION # 41
A company has a custom object, Order__c, that has a required, unique, external ID field called Order_Number__c.
Which statement should be used to perform the DML necessary to insert new records and update existing records in a List of Order__c records?

• A. upsert orders;
• B. merge orders Order_Number__c;
• C. upsert orders Order_Number__c;
• D. merge orders;

Answer: C

NEW QUESTION # 42
What is a benefit of JavaScript remoting over Visualforce Remote Objects?

• A. Does not require any JavaScript code.
• B. Supports complex server-side application logic.
• C. Does not require any Apex code.
• D. Allows for specified re-render targets.

Answer: B

NEW QUESTION # 43
Which of the following CANNOT be performed by catalog_manager role?

• A. Update Catalog.manager
• B. Create Catalog Task
• C. Maintain Categories
• D. Maintain Catalog Item

Answer: B

Explanation:
Creating a catalog task can be done by a user with catalog_admin role.

NEW QUESTION # 44
What optional Incident table is extended from the Task table?

• A. Child Incident [incident_child]
• B. Parent Incident [incident_parent]
• C. Incident Task [Incident_ask]
• D. Major Incident [major_incident]

Answer: C

NEW QUESTION # 45
Universal Containers uses a custom object to track customer complaints. The company wants to have a field on the custom object where they can include a reference to another complaint.
Which type of relationship can be used to accomplish this?

• A. Master-detail
• B. Junction
• C. Lookup
• D. Hierarchical

Answer: C

NEW QUESTION # 46
Users who approve changes require ServiceNow license unless they do the approval through email.

• A. False
• B. True

Answer: A

Explanation:
Explanation
License is needed for approval even if the approval is done via email.

NEW QUESTION # 47
A Visualforce page contains an industry select list and displays a table of Accounts that have a matching value in their Industry field.

When a user changes the value in the industry select list, the table of Accounts should be automatically updated to show the Accounts associated with the selected industry.
What is the optimal way to implement this?

• A. Add an <apex:actionFunction>within the <apex:selectList>.
• B. Add an <apex:actionFunction>within the <apex:selectOptions>.
• C. Add an <apex:actionSupport>within the <apex:selectOptions>.
• D. Add an <apex:actionSupport>within the <apex:selectList>.

Answer: D

NEW QUESTION # 48
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

• A. There is no Closed state. Problem records are moved to Completed
• B. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
• C. It is designed to follow the ITIL4 standard
• D. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

Answer: B

NEW QUESTION # 49
Where are the timeframe conditions for sending an SLA breach warning notification defined?

• A. SLA Properties application
• B. SLA trigger conditions
• C. Default SLA flow
• D. SLA definition record

Answer: C

NEW QUESTION # 50
What are the primary record types in configuration management?

• A. Relationship Type and Configuration Item (CI)
• B. Business Service and Configuration Item (CI)
• C. Asset Item (AI) and Relationship Type
• D. Asset Item (AI) and Configuration Item (CI)

Answer: A

NEW QUESTION # 51
Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)

• A. Automatically 10 days after being resolved.
• B. Manually change the state to Closed.
• C. Click on the Complete button.
• D. Empty the "Assigned to" the "Assignment group" fields.
• E. Automatically 7 days after being resolved.

Answer: C

Explanation:
Explanation
In the baseline instance, there's no automatic closure of problems. Users cannot change the state from the State field because it is disabled. User should click on the Complete button.

NEW QUESTION # 52
How to modify the attributes copied from a problem into a change when creating a change from a problem?

• A. Modify the "com.snc.change.create_from_problem.attributes" property in Change properties
• B. Modify the UI Action script that is used to create change
• C. Modify the "com.snc.change.copy_from_from.attributes" property in Change properties
• D. Modify the "com.snc.problem.create_change.attributes" property in Problem properties

Answer: B

NEW QUESTION # 53
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?

• A. The message will be automatically displayed on the Portal
• B. The problem coordinator is responsible for approving or rejecting the proposed message
• C. The problem coordinator is the only role with the ability to recall a message
• D. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

Answer: D

Explanation:
https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management
/reference/installed-with-madrid-best-prac.html

NEW QUESTION # 54
In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?

• A. Review
• B. Draft
• C. New
• D. Published

Answer: B

NEW QUESTION # 55
Database views must be used to report on Catalog Item Variables.

• A. False
• B. True

Answer: A

NEW QUESTION # 56
In the baseline configuration for service catalog workflows, which of the following statements are true?
(Choose two.)

• A. All Requested items require manager approval.
• B. Approvals will be skipped if there are no members in the approval group.
• C. Requests with a value over $1000 require manager approval.
• D. Execution plans are used instead of workflows.

Answer: A,C

NEW QUESTION # 57
It is possible to use the same categories for both incidents and problems.

• A. False
• B. True

Answer: B

NEW QUESTION # 58
A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?

• A. problem_admin
• B. problem_manager
• C. RH_manager
• D. so_problem_delete
• E. problem_coordinator

Answer: A

NEW QUESTION # 59
Prior to Quebec, when you click Change > Create New, which page is displayed?

• A. Change Interceptor
• B. Change Catalog
• C. Change Wizard
• D. Change Landing Page
• E. Change Form

Answer: A

NEW QUESTION # 60
Which of the following statements is true regarding Group Type?

• A. Every group can have zero or more types.
• B. None of the listed answers.
• C. Every group can have one or more types.
• D. Every group can have one type.

Answer: A

NEW QUESTION # 61
Which of the following is a potential benefit of implementing incident management?

• A. Reduction in the number of incidents caused by changes
• B. Reduction in the number of duplicate configuration items
• C. Reduction in the time services are unavailable
• D. Reduction in the time to fulfill requests

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 62
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. State changes to Scheduled. Actual end is set when the State changes to Review.
• B. State changes to Implement. Actual end is set when the State changes to Closed.
• C. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
• D. State changes to Implement. Actual end is set when the State changes to Review.

Answer: B

NEW QUESTION # 63
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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.

 

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