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ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) exam is a certification program designed to evaluate the knowledge, skills, and expertise of IT professionals in implementing and managing IT Service Management (ITSM) solutions using ServiceNow platform. CIS-ITSM exam is intended for professionals who have a thorough understanding of ITSM and ServiceNow, and are seeking to validate their expertise in implementing and configuring ServiceNow ITSM solutions.

ServiceNow CIS-ITSM certification exam is an excellent opportunity for ITSM professionals to validate their skills and knowledge in implementing ITSM solutions on the ServiceNow platform. Certified Implementation Specialist - IT Service Management certification provides several benefits to the candidates and their organizations, including enhanced credibility, career prospects, and improved service delivery. If you have experience in ITSM and ServiceNow, the CIS-ITSM Certification can be a valuable addition to your resume and career path.

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The CIS-ITSM certification exam is designed to test the proficiency of IT professionals in configuring and implementing ServiceNow ITSM. CIS-ITSM exam consists of approximately 60 multiple-choice questions that are designed to assess the candidate's knowledge of ServiceNow ITSM processes and modules. CIS-ITSM Exam is timed and must be completed within 90 minutes.

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q23-Q28):

NEW QUESTION # 23
When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

A. States for the requested item records can be renamed
B. Estimated durations can be set
C. Stage labels and names can be changed
D. Define a Service Level Agreement for a stage

Answer: B,C

NEW QUESTION # 24
When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.

A. Single Line of Text
B. Reference
C. Select Box
D. Break

Answer: A

Explanation:
Explanation

NEW QUESTION # 25
Sales management wants to enforce a process in which the name of an account is always included in the name of an opportunity.
How can automation be used to help meet this requirement?

A. Use an Apex trigger on the Account object that adds the account name to the opportunity name.
B. Use an approval process that routes newly created opportunities to management for data quality review.
C. Write a criteria-based workflow rule that updates the opportunity name concatenated with the account name.
D. Write a validation rule that updates the opportunity name with the account name using a cross-object formula.

Answer: C

NEW QUESTION # 26
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?

A. Add Dictionary Override to specify the Incident group Reference Qualifier
B. Modify the choice list to include only the appropriate group types
C. Add a UI action to provide an error message if the Network CAB group is selected
D. Add a UI action to hide the Network CAB group from the list

Answer: A

NEW QUESTION # 27
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

A. New interaction is created from the message
B. New case is created from the message
C. Email is rejected and auto-reply sent to sender
D. New incident created from the message

Answer: D

Explanation:
ServiceNow ' s baseline implementation supports B. New incident created from the message, so the answer is B). 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. Inbound email processing uses a watermark or recognizable record reference to correlate replies with existing tasks. When no incident watermark or reference can be identified by the baseline inbound action, the message is treated as a new request for assistance and a new Incident is created. The remaining choices are not the best fit. A. New case is created from the message; C. New interaction is created from the message; D. Email is rejected and auto-reply sent to sender. 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 # 28
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