[Mar 12, 2025] Download Free ServiceNow CIS-ITSM Real Exam Questions
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ServiceNow CIS-ITSM certification exam is an excellent opportunity for ITSM professionals to validate their skills and knowledge in implementing ITSM solutions on the ServiceNow platform. Certified Implementation Specialist - IT Service Management certification provides several benefits to the candidates and their organizations, including enhanced credibility, career prospects, and improved service delivery. If you have experience in ITSM and ServiceNow, the CIS-ITSM certification can be a valuable addition to your resume and career path.
The CIS-ITSM certification exam covers a wide range of topics, including incident management, problem management, change management, request fulfillment, service level management, asset management, and configuration management. CIS-ITSM exam also tests the candidate's knowledge of ServiceNow ITSM best practices, ITIL framework, and ServiceNow platform capabilities. CIS-ITSM exam consists of 60 multiple-choice questions, and candidates have 90 minutes to complete it.
The CIS-ITSM certification exam is designed to test the proficiency of IT professionals in configuring and implementing ServiceNow ITSM. CIS-ITSM exam consists of approximately 60 multiple-choice questions that are designed to assess the candidate's knowledge of ServiceNow ITSM processes and modules. CIS-ITSM exam is timed and must be completed within 90 minutes.
NEW QUESTION # 101
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?
- A. Live Agent Intervention
- B. Incident Deflection
- C. Service Marketing
- D. Incident Avoidance
Answer: B
Explanation:
Explanation
"The Related Search Results that appear on the Incident Self-Service view is a form of Incident Deflection.
Incident
Deflection provides Knowledge Articles that may help end users resolve issues before they raise an Incident."
NEW QUESTION # 102
Which of the following represents how Knowledge Management Article publishing is managed?
- A. Publish and Retire workflows are set in the Knowledge Management System Properties
- B. Any article submitted is automatically published
- C. Each Knowledge Base follows its own Publish and Retire workflow
- D. Each Knowledge Article follows its own Publish and Retire workflow
Answer: D
Explanation:
Explanation
Each Knowledge Base can have its own Publish Workflow and Retire Workflow. Each Knowledge Article kicks off an instance of the Publish and Retire workflow defined in the Knowledge Base.
NEW QUESTION # 103
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
- A. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
- B. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
- C. On the Catalog Item, Columns tab, unselect Quantity column
- D. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
- E. On the Cart Layout, Columns tab, unselect Quantity column
Answer: D
NEW QUESTION # 104
Which of the following are valid problem tasks types? (Choose all that apply.)
- A. Assessment
- B. Root Cause Analysis
- C. Investigation
- D. Implementation
- E. General
Answer: B,E
NEW QUESTION # 105
Which statement should be used to allow some of the records in a list of records to be inserted if others fail to be inserted?
- A. Database.insert(records, false)
- B. insert records
- C. insert (records, false)
- D. Database.insert(records, true)
Answer: A
NEW QUESTION # 106 
Consider the above trigger intended to assign the Account to the manager of the Account's region.
Which two changes should a developer make in this trigger to adhere to best practices? (Choose two.)
- A. Use a Map accountMap instead of List accountList.
- B. Use a Map to cache the results of the Region__c query by Id.
- C. Move the Region__c query to outside the loop.
- D. Remove the last line updating accountList as it is not needed.
Answer: A,B
NEW QUESTION # 107
Which of the following statements are correct for standard changes? (Choose two.)
- A. Standard changes do not have change tasks.
- B. Standard changes can be automated.
- C. Standard changes are typically low risk and have detailed procedures.
- D. Standard change procedures must be stored in the Knowledge base.
Answer: B,C
NEW QUESTION # 108
If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Explanation
*Transform map to populate business services in the Business Service [cmdb_ci_service] table *Transform map to populate servers in the Server [cmdb_ci_server] table *Transform map to populate the relationship between each business service and server
NEW QUESTION # 109 
The test method above calls a web service that updates an external system with Account information and sets the Account's Integration_Updated__c checkbox to True when it completes. The test fails to execute and exits with an error: "Methods defined as TestMethod do not support Web service callouts." What is the optimal way to fix this?
- A. Add Test.startTest() before and Test.stopTest() after CalloutUtil.sendAccountUpdate.
- B. Add if (!Test.isRunningTest()) around CalloutUtil.sendAccountUpdate.
- C. Add Test.startTest() and Test.setMock before and Test.stopTest() after CalloutUtil.sendAccountUpdate.
- D. Add Test.startTest() before and Test.setMock and Test.stopTest() after CalloutUtil.sendAccountUpdate.
Answer: B
NEW QUESTION # 110
What is the minimum role required to delete a Problem?
- A. admin
- B. problem
- C. itil
- D. itil_admin
Answer: D
NEW QUESTION # 111
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, Accepted, Rejected, Reopened
- B. New, Work in progress, Escalated, Communicated
- C. Proposed, Received, eCAB Convened, Closed
- D. Proposed, Accepted, Rejected, Cancelled
Answer: D
NEW QUESTION # 112
Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.
How can an administrator meet this requirement?
- A. Assign delegated administration to the subset of users to View All Data.
- B. Create a permission set with the View All Data permission for the subset of users.
- C. Enable the View All Data permission for the roles of the subset of users.
- D. Create a new profile and role for the subset of users with the View All Data permission.
Answer: B
NEW QUESTION # 113
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. merge orders;
- B. upsert orders Order_Number__c;
- C. merge orders Order_Number__c;
- D. upsert orders;
Answer: B
NEW QUESTION # 114
Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?
- A. Business Resolve Time [business_stc]
- B. Duration [calendar_duration]
- C. Business Duration [business_duration]
- D. Resolve Time [calendar_stc]
Answer: B
NEW QUESTION # 115
What record type(s) can be created from an interaction through Agent Workspace? Select 3 Answers from the below options
- A. Incident
- B. Problem
- C. Emergency Change
- D. Service Catalog Request
- E. Standard Change
Answer: A,B,E
NEW QUESTION # 116
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?
- A. Change Assess Approval Subflow
- B. Change Approval Policy
- C. Change Approval Matrix
- D. Change Approval Subflow
Answer: A
NEW QUESTION # 117
Which one of the following variable types in NOT supported in mobile?
- A. Yes/No
- B. URL
- C. IP Address
- D. Numeric scale
Answer: B
NEW QUESTION # 118
By default, a business rule causes the Assignment group to be automatically set on a change request record.
How is the group identified?
- A. Support group on CI record, or the default assignment group for the user
- B. Support group on CI record, or if empty the Support group on the Service offering
- C. Change group on CI record, or if empty, the Change group on the Service offering
- D. Support group on CI record, or if empty, the Support group on the Service
Answer: D
NEW QUESTION # 119
Which of the following roles can update cart layout?
- A. itil_admin
- B. catalog_manager
- C. None of the listed answers
- D. catalog_admin
Answer: D
NEW QUESTION # 120
What is the purpose of "time_worked" field in incident table?
- A. It stores total elapsed time since the incident was created.
- B. This is a cumulative time logged by the users.
- C. It stores total elapsed time since the incident was created (it only counts the elapsed time during business working hours).
- D. It stores total elapsed time since the incident state changed to "In Progress".
Answer: B
Explanation:
Explanation
This is a field that, if made visible on the form, can be filled by users and ServiceNow will accumulate the values entered by all users.
NEW QUESTION # 121
Which of the following approaches is used to display a variable from a requested item on a Catalog Task form?
- A. In the Catalog item, set Cascade Variables to true.
- B. In the Catalog Task Activity within the Item's fulfillment workflow, write a Script to retrieve and set Catalog Task field values.
- C. In the Catalog item, set Display Variables in Catalog Tasks to true.
- D. In the Catalog Task Activity within the Item's fulfillment workflow, select variables to be displayed in the Variables on Task Form field.
Answer: D
NEW QUESTION # 122
Which of the following statements are correct for standard changes? (Choose two.)
- A. Standard changes do not have change tasks.
- B. Standard changes can be automated.
- C. Standard changes are typically low risk and have detailed procedures.
- D. Standard change procedures must be stored in the Knowledge base.
Answer: B,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 # 123
Which table is used to store emergency change requests?
- A. Emergency Change Request [emergency_change_request]
- B. Change [change]
- C. Change Request [change_request]
- D. Emergency CR [emergency_cr]
Answer: C
Explanation:
Explanation/Reference:
Explanation:
All types of change requests are stored in the same table: Change Request [change_request].
NEW QUESTION # 124
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