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| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) |
| Exam Number: | CIS-ITSM |
| Exam Format: | Multiple Choice, Multiple Select |
| Certificate Validity Period: | Requires maintenance via ServiceNow delta exams (no fixed expiration) |
| Exam Price: | $450 USD |
| Related Certifications: | ServiceNow Certified System Administrator ServiceNow Certified Implementation Specialist - ITSM |
| Real Exam Qty: | 60 |
| Exam Duration: | 90 minutes |
| Passing Score: | 70% |
| Available Languages: | English |
| 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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ServiceNow is a leading provider of cloud-based solutions for IT service management, providing organizations with the ability to streamline and automate their IT operations. The ServiceNow CIS-ITSM Certification Exam is designed to validate the skills and knowledge of IT professionals in implementing and managing IT service management solutions using ServiceNow.
NEW QUESTION # 172
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.
Answer: A
Explanation:
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.
NEW QUESTION # 173
Where are the timeframe conditions for sending an SLA breach warning notification defined?
Answer: B
Explanation:
ServiceNow ' s baseline implementation supports B. Default SLA flow, so the answer is B. Service Level Management measures service commitments by attaching Task SLA records to the appropriate task level and using SLA definitions, flows, schedules, pause conditions, warning thresholds, and breach actions. The configuration should express measurable commitments without forcing inappropriate SLA behavior onto processes whose objective is investigation rather than rapid restoration. 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). SLA definition record; C. SLA Properties application; D. SLA trigger conditions. 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: Service Level Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 174
The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.
Answer: D
NEW QUESTION # 175
Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change What could you do on the incident form, for the Assignment Group field, to resolve this issue?
Answer: D
Explanation:
Answer C aligns with the baseline ServiceNow implementation: C. Add Dictionary Override to specify the Incident group Reference Qualifier. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data.
Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. 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. Add a UI action to hide the Network CAB group from the list; B.
Add a UI action to provide an error message if the Network CAB group is selected; D. Modify the choice list to include only the appropriate group types. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 176
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?
Answer: C
Explanation:
The correct selection is C because C. Content Item. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. A Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit. A. Knowledge Item; B. Record Producer; D. Order Guide. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 177
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