Exam CIS-ITSM Collection - CIS-ITSM Test Questions

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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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CIS-ITSM Test Questions | CIS-ITSM Valid Exam Camp Pdf

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q88-Q93):

NEW QUESTION # 88
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?

A. Content Item
B. Knowledge Item
C. Catalog Item
D. Record Producer
E. Order Guide

Answer: C

NEW QUESTION # 89
Which of the following roles can delete a CAB definition?

A. None of the listed answers
B. change_manager
C. cab_manager
D. itil_admin

Answer: A

Explanation:
Explanation/Reference:
Explanation:
Only system admin can delete CAB Definitions.

NEW QUESTION # 90
Which mechanism is used to specify who can read Articles and who can contribute Articles in a Knowledge Base?

A. Filter Criteria
B. User Criteria
C. Access Control Rules
D. Knowledge Category Attributes

Answer: B

Explanation:
Explanation
1. Knowledge Base [kb_knowledge_base] does not extend from any other table.
2. Knowledge [kb_knowledge] contains Knowledge Articles.
3. Workflows facilitate the publishing and retirement processes and are set at the Knowledge Base level.
4. User Criteria control who can read and who can contribute to Knowledge Bases. (User Criteria isalso available at t he Article level.)
5. Social Q&A allows users to post and answer questions.
6. Knowledge Bases may be exposed through Service Portals

NEW QUESTION # 91
In Problem Management, when using the Communicate Workaround Related
Link, which of the following conditions must be met for the workaround to be communicated? Select all that apply.

A. Incident is associated with the Problem record
B. Problem Incident must be Active
C. Incident is in a State of On Hold with an On Hold Reason of Pending
D. The Workaround field must be updated immediately before the user selects Communicate Workaround

Answer: A

Explanation:
Explanation
The Communicate Workaround UI Action may be used to pass Problem record comments to activeIncidents.
The UI
Action will pass only the most recent workaround.

NEW QUESTION # 92
How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.

A. Modify the state mapping records in the Problem State Mapping table.
B. Modify the logic in the script include "Accept Problem Risk".
C. Change the value of problem property "problem.acceptrisk.move_to_closed".
D. Modify the logic in the UI Action "Accept Risk".

Answer: C

Explanation:
Explanation

NEW QUESTION # 93
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