Updated May 08, 2023 Verified Pass CIS-ITSM Exam in First Attempt Guaranteed
Free CIS-ITSM Sample Questions and 100% Cover Real Exam Questions (Updated 431 Questions)
ServiceNow CIS-ITSM Exam Syllabus Topics:
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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
NEW QUESTION 185
Which table is the base class for the Configuration Management Database?
- A. Configuration Item [cmdb_ci]
- B. Base Configuration Item [cmdb]
- C. Asset [asset]
- D. Base Item [cmdb_base_item]
Answer: B
Explanation:
Explanation
Over 500 classes extend Base Configuration Item [cmdb], the base class for CMDB. All technical Configuration Items extend from Configuration Item [cmdb_ci]. Non-technical Configuration Items, such as equipment extend directly from Base Configuration Item.
NEW QUESTION 186
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won.
The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)
- A. Email log
- B. Workflow monitor
- C. Debug log
- D. System audit trail
Answer: A,C
NEW QUESTION 187
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?
- A. Close Incident
- B. Reopen Incident
- C. Delete Incident
- D. Archive Incident
Answer: B
Explanation:
NEW QUESTION 188
Which of the following may NOT be published in a Service Catalog?
- A. Content Item
- B. Record Producer
- C. Order Guide
- D. Requested Item
Answer: D
NEW QUESTION 189
Which of the following is NOT a consideration when determining the need for multiple service catalogs?
- A. Size of the company
- B. Delegation of Catalog Administration
- C. Audience
- D. Services and Types of Service
Answer: A
NEW QUESTION 190
The VEditor is a formatter that shows variables entered in the catalog item form.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 191
Technical consultant should participate in requirements workshop(s) and should encourage customizing ServiceNow OOTB processes in order to align with the organizations current processes.
- A. True
- B. False
Answer: B
Explanation:
Technical consultants should participate in workshops, but over-customization is not recommended. It is advised to let the customer adjust their ITSM process, as much as possible, to match ServiceNow baseline implementation. Configurations can be made but customizations should be limited.
NEW QUESTION 192
How many columns can a formatter contain in a variable set?
- A. 0
- B. 1
- C. There is no upper limit to the number of columns a formatter can have.
- D. 2
Answer: A
NEW QUESTION 193
The Change Task [change_task] table is extended from the _____________ table.
- A. Configuration Item [cmdb_ci]
- B. Task [task]
- C. Change Request [change_request]
- D. Nothing - it is a base table
Answer: C
NEW QUESTION 194
Configuration items can be created via the change management process.
- A. True
- B. False
Answer: A
Explanation:
Creating CI can be done in any of the following ways:
1. Manual creation via the Configuration application modules
2. Via service catalog fulfillment processes
3. Import from external source
4. Integration with 3rd party systems
5. Automated discovery tool(s)
6. Creation triggered from asset management
7. Via change management process
NEW QUESTION 195
What will be the new state once you click on the "Mark Duplicate" button in the problem form?
- A. Resolved
- B. Closed
- C. Canceled
- D. Duplicated
Answer: B
NEW QUESTION 196
A company wants to implement a new call center process for handling customer service calls. It requires service reps to ask for the caller's account number before proceeding with the rest of their call script.
Following best practices, what should a developer use to meet this requirement?
- A. Apex Trigger
- B. Process Builder
- C. Flow Builder
- D. Approvals
Answer: B
NEW QUESTION 197
Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?
- A. Duration [calendar_duration]
- B. Resolve Time [calendar_stc]
- C. Business Resolve Time [business_stc]
- D. Business Duration [business_duration]
Answer: A
Explanation:
NEW QUESTION 198
Under which circumstances would a knowledge article author set the Display Attachments field to false on an article that has attachments?
- A. The attachments are images embedded and displayed within the article text.
- B. The attachments should be downloaded/opened immediately rather without the article text being displayed.
- C. The attachments are referenced knowledge articles.
- D. The attachments are files that the author would like to display as finks for on the article rather than having those files open/download automatically.
Answer: A
Explanation:
Explanation
Display attachments - will display hyperlinks at the bottom of the article for each attachment. If attachments are images used in-line with the article text, do not display attachments
NEW QUESTION 199
Which of the following is NOT included in the Incident Management Lifecycle?
- A. Resolution and Closure
- B. Creation and Classification
- C. Investigation and Diagnosis
- D. Approval and Fulfillment
Answer: D
Explanation:
NEW QUESTION 200
An environment has two Apex Triggers: an after-update trigger on Account and an after-update trigger on Contact. The Account after-update trigger fires whenever an Account's address is updated, and it updates every associated Contact with that address. The Contact after-update trigger fires on every edit, and it updates every Campaign Member record related to the Contact with the Contact's state.
Consider the following: A mass update of 200 Account records' addresses, where each Account has 50 Contacts. Each Contact has 1 Campaign Member. This means there are 10,000 Contact records across the Accounts and 10,000 Campaign Member records across the contacts.
What will happen when the mass update occurs?
- A. The mass update of Account address will succeed, but the Contact address updates will fail due to exceeding number of records processed by DML statements.
- B. There will be no error, since each trigger fires within its own context and each trigger does not exceed the limit of the number of records processed by DML statements.
- C. There will be no error, since the limit on the number of records processed by DML statements is 50,000.
- D. The mass update will fail, since the two triggers fire in the same context, thus exceeding the number of records processed by DML statements.
Answer: B
NEW QUESTION 201
Which of the following is NOT a valid OOTB problem view?
- A. Assess Dialog Form View
- B. Root Cause Analysis View
- C. Accept Risk Dialog Form View
- D. Mobile
Answer: B
NEW QUESTION 202
Which of the following record types would you use in order to view company policies?
- A. Content Item
- B. Record Producer
- C. Order Guide
- D. Catalog Item
Answer: A
Explanation:
Content Item can contain information or a link to a page so it is the best option to use when the content of the catalog item is static.
NEW QUESTION 203
In which phase of the incident management lifecycle do incidents typically gel escalated?
- A. Resolution and Closure
- B. Creation and Classification
- C. Investigation and Diagnosis
- D. Initial Analysis and Submission
Answer: C
Explanation:
Explanation
* Page 49 in course materials
* During the Investigation and Diagnosis phase, you will research the incident and analyze/diagnose the issue.
* Analysis of the issue may indicate that the incident needs to be escalated to a particular group for resolution.
NEW QUESTION 204
How are Additional Comments and Work Notes intended to be used in notifications?
- A. Additional Comments - communicate with end users; Work Notes - communicate with IT staff
- B. ServiceNow merely offers both so customers may choose whether to use one, both, or neither
- C. Additional Comments - communicate with IT staff; Work Notes - communicate with end users
- D. Additional Comments - communicate with IT staff and end users; Work Notes - system generated log of updates
Answer: A
Explanation:
Explanation
set Additional comments (Customer visible)
NEW QUESTION 205
What is the purpose of "reopen_count" field in incident table?
- A. It stores the number of times the incident state changed from "Closed" to "Open".
- B. It stores the number of times the incident state changed from any state to "Open".
- C. It stores the number of child incidents added to this incident.
- D. It stores the number of times the incident state changed from "Resolved" to "Open".
Answer: D
NEW QUESTION 206
A developer gets an error saying "Maximum Trigger Depth Exceeded."
What is a possible reason to get this error message?
- A. There are numerous DML operations in the trigger logic.
- B. A trigger is recursively invoked more than 16 times.
- C. A Process Builder is running that sends mass emails.
- D. The SOQL governor limits are being hit.
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 207
In record producers, you can map a variable to encrypted fields.
- A. True
- B. False
Answer: A
NEW QUESTION 208
What is the purpose of "Cascade Variables" checkbox in order guide?
- A. If checked, it prevents duplication of variable names in catalog items added to order guide.
- B. If checked, it applies the same formatting used for order guide variables to all catalog items added to it.
- C. If checked, it automatically adds variables to all catalog items in an order guide with the same variable names in the order guide.
- D. If checked, it auto-populates catalog item variables with names similar to order guide variables.
Answer: D
NEW QUESTION 209
The VP of Marketing is launching campaigns in each region to target accounts that do NOT have open opportunities.
Which reporting solution can an administrator set up to assist with this?
- A. Cross filter
- B. Standard filter
- C. Joined report
- D. Reporting snapshot
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 210
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