25 August, 2024

The Up To The Minute Guide To CIS-ITSM Exam Guide

Examcollection offers free demo for CIS-ITSM exam. "Certified Implementation Specialist - IT Service Management", also known as CIS-ITSM exam, is a ServiceNow Certification. This set of posts, Passing the ServiceNow CIS-ITSM exam, will help you answer those questions. The CIS-ITSM Questions & Answers covers all the knowledge points of the real exam. 100% real ServiceNow CIS-ITSM exams and revised by experts!

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Total 113 questions Full Exam Access

Question 1

What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Service portfolio management

Catalog item management

Service mapping

Service catalog management

Question 2

In what table are Change records stored?

Change [change_task]

Change Request [rfc]

Change Request [change_request]

Change [change]

Change [task_change]

Question 3

Your customer has an external system, which is used to perform changes. Your customer
wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

Automated Changes

Cloud Infrastructure

Unauthorized Changes

Change Registration

Retroactive Changes

Question 4

In release management what controls the movement of the state from Scoping to Awaiting Approval?

Flow

State model

Manual state selection

Workflow

Question 5

Incident management includes limited functionality for what advanced reporting capability?

Machine Learning Metrics

Performance Analytics

KPl Reports

Analytics Dashboards

Question 6

Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

Form Designer

VEditor

Variable Designer

Record Producer Form Designer

Default Variables Editor

Question 7

When a Service Desk again shares a "How to' item with a customer what type of record is being shared?

Knowledge article

Content object

How to document

Information item

Question 8

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?

Knowledge Item

Record Producer

Content Item Most Voted

Order Guide

Catalog Item

Question 9

What are key relationships between Change and Problem records? Choose 2 answers

A Problem must be associated with a Change, before it can be closed

Changes which cause incidents should have an associated Problem

A Change can cause a Problem

Problem can be solved by a Change

Question 10

Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

Application Menus

Reports

CI Class Manager

Dependency View

Question 11

What are the components of a Flow Action?

Processes, Subprocess aid Action Steps

Indexes, Processes and Outputs

Inputs Action Steps and Outputs

Inputs Processes, Subprocesses and Outputs

Question 12

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

Service Catalog and Request Mgmt - Workshop Preparation Guide

Service Catalog and Request Mgmt - Process Guide

IT Service Management - Typical Challenges and Remediation

ITSM - Business Outcomes and Corresponding KPIs

Question 13

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record?

Priority Matrix

Choice Lists

Data Lookup Definitions

Priority Rule Definitions

Question 14

Where should an admin go to view all of the search queries entered by users in the knowledge search?

[KD_feedback] table

[kb_view] table

Knowledge queries application

Search logs application

Question 15

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

Change Landing Page

Change Form

Change Catalog

Change Wizard

Change Interceptor

Question 16

When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers

catalog_manager

itil_admin

catalog_builder_editor

catalog_editor

catalog_admin

Question 17

When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

New case is created from the message

New incident created from the message

New interaction is created from the message

Email is rejected and auto-reply sent to sender

Question 18

Where can a change manager define the interval frequency for unauthorized change detection?

The ci.change.unplanned business rule

Event Processing Properties module

Unauthorized Change Properties module

Unauthorized change flow

Question 19

How is the Resource Management application activated?

Installed with PPM Standard plugin

Installed as part of Release Management plugin

Installed as part of adding users

Installed automatically as part of new system

Question 20

Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.
What feature would you use to meet this requirement?

State Model

Workflow Dashboard

Action Modeler

Task Creator

Flow Designer

Question 21

Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement?
Choose 2 answers

On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes

Enable system property com snc incident.mcidentjask closure

Edit system property com.snc incident autoclose basedon resolved_at

On Incident Properties, for Autoclose Incident Tasks, select Yes

Question 22

If the Assignment group is empty on an incident record what happens when an agent that is a member of multiple user groups clicks the Assign to the Ul action?

The agent is prompted to select the Assignment group

An error is displayed indicating the agent must manually assign the incident

The Assignment group field will not populate

The Assignment group field automatically populates with the agent's primary group

Question 23

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Content Item

Record Producer

Knowledge Item

Order Guide

Catalog Item

Question 24

What should you use to capture data in a grid layout on a catalog item?

Cascade variable

Multi-row variable set

Grid variable

Enable set

Question 25

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

USM Assignment Lookup Rule

Automatic Assignment for ITSM

Populate Assignment Group based on Cl/SO

Auto-populate ITSM Assignment Groups

Question 26

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

Manage Risk Assessments

Delete CAB Definition

Manage Risk Conditions

Delete Change

Create and manage Approval Policies

Question 27

What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers

Workflow

Activity Map

Flow

State Transitions

Question 28

A new problem manager wants to know how in create reports for monitoring problem management activities.
What do you recommend they do before creating new reports?

Submit a request for the sn_report_creator role

Submit a New Report Request via the service catalog

Take the Performance Analytics fundamentals course

Turn on data collection jobs

Go to Reports > View/Run > Al

then search for Problem reports

Question 29

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Too many options may confuse users and increase mis-categorization

Choices have no additional metadata to drive process

It is difficult to implement

It is not part of the baseline instance

Question 30

The Major Incident Management (MIM) application is linked at the Incident management process but the records have in additional set of States. What are these Ml States?

Work: m progress Escalated Communicated

Propose

Accepted Rejected Cancelled

Proposed Received eCAB Convened Closed

Proposed Accepted Reacted Reopened

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Total 113 questions Full Exam Access