CIS-ITSM Actual Exams & CIS-ITSM Exam Actual Questions

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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Change Management	20%	- Change success measurement and reporting - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation
Incident Management	30%	- Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Incident lifecycle and process flow
Problem Management	20%	- Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Problem resolution and closure processes
Integrations & Advanced Features	10%	- Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Operations Workspace configuration
Request Fulfillment & Service Catalog	15%	- Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests
Configuration Management Database (CMDB)	5%	- CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes

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CIS-ITSM Exam Actual Questions & CIS-ITSM Exam Score

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q182-Q187):

NEW QUESTION # 182
A developer is asked to update data in an org based on new business rules. The new rules state that Accounts with the type set to "Customer" should have a status of "Active, " and Accounts with the type set to "Prospect" should have a status of "Pending. " No other changes to data should be made.
Which code block will accurately meet the business requirements?

Answer: D

NEW QUESTION # 183
What is KCS (Knowledge Centered Services)?

A. A dashboard with specific visualization of the different knowledge bases and categories
B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
C. An application that helps agents and managers to create cases from Knowledge articles
D. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

Answer: B

NEW QUESTION # 184
In Knowledge Management, where can user criteria NOT be used?

A. Can Read field on the knowledge article
B. Can Contribute related list on the knowledge base
C. Can Read related list on the knowledge base
D. Cannot Read held on the knowledge article
E. Roles field on the knowledge article

Answer: E

NEW QUESTION # 185
How to configure the fields to be copied from the original incident when an incident is copied?

A. Modify the incident property "com.snc.incident.copy.fields"
B. There's a predefined set of fields to be copied and they cannot be changed
C. Modify the incident property "com.snc.incident.copy.attributes"
D. Modify the incident property "com.snc.incident.copy.columns"

Answer: C

NEW QUESTION # 186
When using the Email Client, what is the difference between an Email Template and a Quick Message?

A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
B. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
D. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

Answer: D

NEW QUESTION # 187
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