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| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) |
| Exam Number: | CIS-ITSM |
| Passing Score: | 70% |
| Certificate Validity Period: | Requires maintenance via ServiceNow delta exams (no fixed expiration) |
| Related Certifications: | ServiceNow Certified System Administrator ServiceNow Certified Implementation Specialist - ITSM |
| Available Languages: | English |
| Exam Price: | $450 USD |
| Exam Format: | Multiple Select, Multiple Choice |
| Exam Duration: | 90 minutes |
| Real Exam Qty: | 60 |
| 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 CIS-ITSM Exam covers various topics, including incident management, problem management, change management, service catalog, request management, and knowledge management. Participants are tested on their ability to design and configure these processes in ServiceNow. In addition, the exam assesses their knowledge of ITIL best practices and how to apply them to ServiceNow ITSM solutions. Participants also need to demonstrate their ability to customize ServiceNow to meet the specific needs of their organization.
ServiceNow is a cloud-based company that provides software solutions to various organizations. One of its most popular products is the IT Service Management (ITSM) platform, which enables businesses to streamline their IT operations and deliver top-notch services to their customers. To become a ServiceNow ITSM expert, one can take the Certified Implementation Specialist - IT Service Management (CIS-ITSM) certification exam.
NEW QUESTION # 193
Which of these are considered configuration base items? (Choose three.)
Answer: A,C,D
Explanation:
Explanation/Reference:
NEW QUESTION # 194
A manager asks how to determine which Incidents were routed to multiple groups before being resolved.
What field could this manager add to their list view or report filter criteria to identify these records?
Answer: E
Explanation:
The correct selection is E because E. Reassignment count. 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. On call escalation count; B. Activity stream; C. Reopen count. 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 # 195
On a service catalog item, a customer has a requirement that the start_date is before the end_date.
Which approach is recommended to satisfy this requirement?
Answer: D
Explanation:
Explanation
Catalog Client Scripts run client-side to control behavior of items presented to users. Use Catalog Client Scripts to validate content, populate fields dynamically, or clear variable values based on changes to other variables.
NEW QUESTION # 196
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Answer: A,C
Explanation:
B, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Number of survey reminder notifications; D. Anonymize responses. 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.
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. The ability for end users to decline survey assignments; C.
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: Now Platform Automation and Configuration; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 197
When defining a Model State Transition Condition for " Authorized " to " Scheduled, " what is an appropriate selection on the " Requires " field?
Answer: A
Explanation:
In Change Management, specifically when using the Change Model framework (introduced in the Rome release to provide more flexibility than legacy workflows), state transitions are governed by specific conditions. For a Change Request to move from the Authorized state (where it has been vetted by the CAB or technical leads) to the Scheduled state (where it is ready for implementation), the system must verify that the necessary approvals have been granted. Therefore, the " Requires " field is set to Task is Approved to ensure that the transition only occurs once the approval engine returns a positive result.
NEW QUESTION # 198
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