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| Section | Objectives |
|---|---|
| Topic 1: Change Management | - Approval and risk management - Change types and workflows |
| Topic 2: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 3: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 4: CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
| Topic 5: Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Topic 6: Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes |
| Topic 7: Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Topic 8: ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
>> CIS-ITSM Certification Test Questions <<
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NEW QUESTION # 153
The sales team has requested that a new field called Current Customer be added to the Accounts object. The default value will be "No" and will change to "Yes" if any related opportunity is successfully closed as won.
What can an administrator do to meet this requirement?
Answer: A
NEW QUESTION # 154
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?
Answer: A
Explanation:
The correct selection is B because B. Support group. 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 baseline ITSM assignment rule uses CI and service context. When a CI has a Support group, that support ownership can populate the task Assignment group, reducing manual routing and keeping resolver ownership aligned with configuration data. The remaining choices are not the best fit. A. Change group; C. Managed; D. Approval group. 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 # 155
What optional Incident table is extended from the Task table?
Answer: A
Explanation:
ServiceNow ' s baseline implementation supports A. Incident Task [Incident_ask], so the answer is A. Major Incident Management extends the Incident process with controlled candidate promotion and additional major- incident states, roles, communications, and governance. The distinction between proposing a candidate and managing or promoting a major incident is intentional so that broad ITIL users can raise candidates while designated major-incident roles retain process control. The Incident [incident] table extends the Task [task] table. Task is the common parent for operational work records such as Incident, Problem, Change Request, Request, Requested Item, and Catalog Task, allowing shared assignment, state, activity, and SLA patterns.
The remaining choices are not the best fit. B. Child Incident [incident_child] ; C. Major Incident
[major_incident]; D. Parent Incident [incident_parent] . 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: Major Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 156
Your company sells bicycles. They want to build a service catalog for current and prospective customers, so they can browse for bicycles and accessories, and make purchases.
What interface is suitable for these external users?
Answer: D
NEW QUESTION # 157
Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)
Answer: E
Explanation:
In the baseline instance, there's no automatic closure of problems. Users cannot change the state from the State field because it is disabled. User should click on the Complete button.
NEW QUESTION # 158
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