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ServiceNow is a cloud-based platform that is used to provide IT service management (ITSM) support to organizations. To ensure the highest level of quality and efficiency, ServiceNow offers a certification program for IT professionals. One of the certifications offered is the Certified Implementation Specialist - IT Service Management (CIS-ITSM). The CIS-ITSM Certification validates the skills and knowledge of IT professionals in ServiceNow ITSM implementation.

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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.

The CIS-ITSM certification exam is a computer-based test that consists of 60 multiple-choice questions. The candidate has 90 minutes to complete the exam, and the passing score is 70%. CIS-ITSM Exam is available in several languages, including English, French, German, Japanese, and Spanish. The cost of the exam varies depending on the location, but it typically ranges from $150 to $300.

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q200-Q205):

NEW QUESTION # 200
Universal Containers has a process to allow an employee to submit a vacation request and route it to the employee's manager for approval. An employee attempted to submit a request but it could NOT be submitted.
How should the administrator troubleshoot this?

A. Ensure the approval step has an associated action.
B. Review the system log to determine the root cause.
C. Use workflow to email the administrator if the process fails.
D. Ensure the user record has an assigned active manager.

Answer: D

NEW QUESTION # 201
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

A. Make a show/hide UI action to show only the desired CIs to the itil users
B. Create an Access control to hide the unnecessary CIs from the itil users
C. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
D. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

Answer: C

Explanation:
Once any class is set as a principal class, the principal class filter is automatically applied to the CI field on change, incident and problem records. This means that only CI's within a principal class can be selected on the CI field. If there are no CI Classes marked as Principal Class, then all CIs on all forms will be selectable on the CI field.

NEW QUESTION # 202
What are the components of a Flow Action?

A. Processes, Subprocess and Action Steps
B. Indexes, Processes and Outputs
C. Inputs, Action Steps and Outputs
D. Inputs, Processes, Subprocesses, and Outputs

Answer: C

Explanation:
ServiceNow ' s baseline implementation supports C. Inputs, Action Steps and Outputs, so the answer is C. The Now Platform provides reusable automation through Flow Designer, actions, subflows, notifications, email processing, surveys, and related configuration records. Implementations should favor reusable, upgrade-safe configuration over direct edits to protected baseline artifacts, and should distinguish design-time inputs and conditions from runtime tasks and outputs. A Flow Designer action has Inputs, Action Steps, and Outputs.
Inputs provide data to the action, steps perform the work, and outputs expose reusable results to the calling flow or subflow. Processes and subprocesses are not the structural components of an action definition. The remaining choices are not the best fit. A. Inputs, Processes, Subprocesses, and Outputs; B. Processes, Subprocess and Action Steps; D. Indexes, Processes and Outputs. 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: Now Platform Automation and Configuration; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 203
Which table stores CI Relationship data?

A. cmdb_ci_rel
B. cmdb_relation_ci
C. cmdb_rel_ci
D. cmdb_ci_relation

Answer: C

NEW QUESTION # 204
When can a user (who has no assigned roles in the system) close an incident?

A. When the user is the Caller and the incident's State is Resolved.
B. When the user is the Caller and the incident's State is not already closed.
C. When the user is the Caller or on the Watch list and the incident's State is Resolved.
D. When the user is the Caller and the incident's State is not already resolved.

Answer: A

NEW QUESTION # 205
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