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ServiceNow CIS-ITSM certification is recognized as a valuable credential by IT organizations across the globe. It is an essential certification for IT professionals who want to demonstrate their expertise in ITSM and ServiceNow platform implementation. Certified Implementation Specialist - IT Service Management certification exam is challenging, and it requires a significant amount of preparation and dedication. However, with the right resources and training, individuals can pass the exam and gain the recognition and respect that comes with being a ServiceNow CIS-ITSM Certified professional.
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The CIS-ITSM certification exam is available to IT professionals who have completed the ServiceNow ITSM Fundamentals course and have at least six months of experience working with ServiceNow ITSM modules. CIS-ITSM Exam consists of 60 multiple-choice questions that must be completed within 90 minutes. A passing score of 70% or higher is required to earn the certification.
NEW QUESTION # 119
What defines which catalog Items, and in what order, are included in an Order Guide?
Answer: C
NEW QUESTION # 120
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency.
Which module should you use to locate and update the Priority Problem Lookup record?
Answer: A
Explanation:
The implementation requirement maps directly to C. Data Lookup Definitions; therefore C is correct. 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 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. Priority Matrix; B. Choice Lists; D. Priority Rule Definitions. 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 # 121
Which field on the Incident table is used to track the number of times an incident has been moved from one support group to another?
Answer: B
Explanation:
In ServiceNow ITSM, the Reassignment count field (found on the incident table) is an integer field that automatically increments every time the Assignment group is changed. This field is specifically designed to measure "bounce" or "ping-pong" effects between different support tiers or departments. By filtering for records where Reassignment count > 1, a manager can easily identify Incidents that were routed to multiple groups before reaching a resolution, which is a key metric for measuring First Call Resolution (FCR) and routing efficiency.
NEW QUESTION # 122
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
Answer: D
NEW QUESTION # 123
An Inbound Action processes an email received by ServiceNow to create or update a record in ServiceNow.
Answer: A
NEW QUESTION # 124
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