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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Level Management | 10-15% | - SLA definitions and metrics
|
| Topic 2: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 3: ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| Topic 4: Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Topic 5: Incident Management | 15-20% | - Integration with other processes
|
| Topic 6: Problem Management | 10-15% | - Problem workflow and states
|
| Topic 7: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 8: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Topic 9: Knowledge Management | 5-10% | - Knowledge base structure
|
| Topic 10: Change Management | 15-20% | - Change request lifecycle
|
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The ServiceNow CIS-ITSM certification offers the quickest, easiest, and least expensive way to upgrade your knowledge. Everyone can participate in the ServiceNow CIS-ITSM exam after completing the prerequisite and passing the ServiceNow CIS-ITSM Certification Exam easily. The PDF4Test is offering top-notch ServiceNow CIS-ITSM exam practice questions for quick ServiceNow CIS-ITSM exam preparation.
NEW QUESTION # 197
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?
Answer: C
Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. Problem Manager clicks Re-Analyze on the Problem record. 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. Re-Analyze is the controlled backward transition used when a previously progressed or closed Problem requires renewed investigation. It returns the Problem to Root Cause Analysis rather than creating a new record, preserving history and the relationship to prior incidents and remediation decisions. The remaining choices are not the best fit. A. If 7 days has passed, since the Problem was closed, it cannot be re- opened; C. Problem Assignee clicks Re-Open on the Problem record; D. Administrator clicks Re-Open on the Problem Record. 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 # 198
The change management lifecycle steps, in order, include:
Answer: A
NEW QUESTION # 199
What is the minimum role required in order to delete a change?
Answer: D
NEW QUESTION # 200
A developer is trying to decide between creating a Visualforce component or a Lightning component for a custom screen.
Which functionality consideration impacts the final decision?
Answer: B
NEW QUESTION # 201
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)
Answer: A,D
Explanation:
C, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes; D.
Modify the Incident Lifecycle flow to expire after 7 days. 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. Incident auto-closure should be driven by the Incident Management auto-close configuration rather than custom UI-action code. The implementation must both enable closure based on the Resolution date and define the closure interval so the record moves from Resolved to Closed after the intended number of days.
The remaining choices are not the best fit. A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date; B. Update the incident_close UI action script. 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 # 202
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