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To be eligible to take the CIS-ITSM Certification Exam, candidates must have completed the ServiceNow ITSM Fundamentals course and have at least six months of experience working with ServiceNow ITSM solutions. CIS-ITSM Exam consists of 60 multiple-choice questions and has a time limit of 90 minutes. A passing score of 70% or higher is required to achieve certification.
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The CIS-ITSM certification exam is a three-hour, multiple-choice exam that consists of approximately 60 questions. CIS-ITSM exam is designed to test the skills and knowledge that are required to successfully implement and manage ServiceNow ITSM solutions. CIS-ITSM exam is administered by ServiceNow and can be taken online or in-person at a ServiceNow testing center. Upon passing the exam, individuals will receive the CIS-ITSM Certification, which is valid for two years and can be renewed by taking a recertification exam.
NEW QUESTION # 187
According to ServiceNow recommendations, the user who makes a service request should be informed about the expectations for approval and delivery.
Answer: A
NEW QUESTION # 188
In Incident Management , which of the following States are considered Active?
Answer: A
NEW QUESTION # 189
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?
Answer: C
Explanation:
The correct selection is B because B. Support group. 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 baseline ITSM assignment rule uses CI and service context. When a CI has a Support group, that support ownership can populate the task Assignment group, reducing manual routing and keeping resolver ownership aligned with configuration data. The remaining choices are not the best fit. A. Change group; C. Managed; D. Approval group. 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 # 190
A Business Analyst is preparing to facilitate a requirements-gathering workshop for a Service Catalog implementation. According to the ServiceNow "Now Create" methodology, which two assets should be reviewed to prepare for this session?
Answer: A,B
Explanation:
Now Create is ServiceNow's official implementation methodology. For a Business Analyst preparing for a Service Catalog workshop, the two most critical documents are:
* Workshop Preparation Guide (A): This asset outlines the objectives, agenda, and necessary stakeholders for the workshop. It helps the analyst understand the flow of the session and the specific decisions (like catalog structure and categories) that need to be captured.
* Process Guide (B): This provides the deep-dive technical and functional baseline for how Service Catalog and Request Management should work. Reviewing this ensures the analyst understands standard terminology (e.g., RITMs, Tasks, Stage vs. State) before they attempt to document custom requirements.
NEW QUESTION # 191
In the baseline implementation, what are key relationships between Change and Configuration Item (CI) records? Choose 3 answers
Answer: A,C,E
Explanation:
The correct selection is A, C, D because A. One Change can be submitted for multiple CIs; C. A CI can be affected by a change, even if it is not the CI being changed; D. Changes should reference at least one CI.
Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. 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. The CI Support Group is responsible for change implementations; E. The CI Manager is part of the change approval workflow. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 192
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