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| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) |
| Exam Number: | CIS-ITSM |
| Exam Price: | $450 USD |
| Available Languages: | English |
| Related Certifications: | ServiceNow Certified Implementation Specialist - ITSM ServiceNow Certified System Administrator |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | Requires maintenance via ServiceNow delta exams (no fixed expiration) |
| Passing Score: | 70% |
| Exam Duration: | 90 minutes |
| Exam Format: | Multiple Choice, Multiple Select |
| Recommended Training: | ServiceNow IT Service Management (ITSM) Implementation Course |
| Exam Registration: | ServiceNow Training and Certification Portal |
| Sample Questions: | ServiceNow CIS-ITSM Sample Questions |
| Exam Way: | Online proctored or authorized testing center |
| Pre Condition: | Recommended: ServiceNow Certified System Administrator (CSA) or equivalent platform experience |
| Official Syllabus URL: | https://www.servicenow.com/services/training-and-certification.html |
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The CIS-ITSM Certification Exam is a comprehensive assessment that covers a wide range of ITSM topics, including incident management, problem management, change management, service catalog, and service level management. CIS-ITSM exam also evaluates a candidate's knowledge of ITIL best practices and their ability to apply them in a ServiceNow environment.
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 # 91
Universal Containers wants to allow its customers to submit support requests across multiple channels.
In which two ways can this be accomplished with Salesforce? (Choose two.)
Answer: A,C
NEW QUESTION # 92
Which Service Portfolio Management phase does a service belong to when it is in operational state?
Answer: B
NEW QUESTION # 93
Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?
Answer: D
NEW QUESTION # 94
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?
Answer: A
Explanation:
The implementation requirement maps directly to C. Data Lookup Definitions; therefore C is correct. Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. A. Priority Matrix; B. Choice Lists; D. Priority Rule Definitions. Those alternatives represent different configuration layers or operational purposes and do not satisfy the requirement as directly as the selected answer. For implementation work, favor the baseline property, role, policy, model, record type, or automation mechanism before introducing custom scripts. That approach preserves upgrade compatibility, keeps process ownership explicit, and matches the configuration patterns emphasized throughout the CIS-ITSM curriculum. Study Guide Topics: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 95
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
Answer: C
Explanation:
ServiceNow ' s baseline implementation supports A. Change - Emergency - Review, so the answer is A.
Major Incident Management extends the Incident process with controlled candidate promotion and additional major-incident states, roles, communications, and governance. The distinction between proposing a candidate and managing or promoting a major incident is intentional so that broad ITIL users can raise candidates while designated major-incident roles retain process control. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. B. Change - Emergency - Authorize; C. Change - P1 - Review; D. Change - Major Incident - Authorize. Those alternatives represent different configuration layers or operational purposes and do not satisfy the requirement as directly as the selected answer. For implementation work, favor the baseline property, role, policy, model, record type, or automation mechanism before introducing custom scripts. That approach preserves upgrade compatibility, keeps process ownership explicit, and matches the configuration patterns emphasized throughout the CIS- ITSM curriculum. Study Guide Topics: Major Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 96
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