Updated CIS-ITSM Dumps Questions Are Available [2025] For Passing ServiceNow Exam
Free UPDATED ServiceNow CIS-ITSM Certification Exam Dumps is Online
The CIS-ITSM Certification Exam is a comprehensive assessment that covers a wide range of ITSM topics, including incident management, problem management, change management, service catalog, and service level management. CIS-ITSM exam also evaluates a candidate's knowledge of ITIL best practices and their ability to apply them in a ServiceNow environment.
NEW QUESTION # 94
Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?
- A. Benchmark
- B. Business Rule
- C. First Call Resolution field
- D. Metric
Answer: D
NEW QUESTION # 95 
The test method above calls an @future method that increments the Number_of_Times_Viewed__c value. The assertion is failing because the Number_of_Times_Viewed__c equals 0.
What is the optimal way to fix this?
- A. Add Test.startTest() before and Test.stopTest() after AuditUtil.incrementViewed.
- B. Change the assertion to System.assertEquals(0, acctAfter.Number_Of_Times_Viewed__c).
- C. Add Test.startTest() before and Test.stopTest() after insert acct.
- D. Change the initialization to acct.Number_Of_Times_Viewed__c = 1.
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 96
Which of the following users has the permission to close an incident? (Choose two.)
- A. Itil Admin
- B. Incident caller
- C. Incident Manager
- D. None of the listed answers
- E. Itil User
Answer: A,B
Explanation:
Explanation
Users with itil roles or incident manager don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.
NEW QUESTION # 97
Which table is used to store all the searches performed against knowledge base articles?
- A. kb_search_log
- B. kb_use
- C. kb_queries
- D. ts_query_kb
Answer: D
Explanation:
Explanation
kb_use table is used to store article views not users searches. kb_search_log and kb_queries don't exist.
NEW QUESTION # 98
Inbound Actions can be configured to enable creating or updating problems.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Inbound actions can be used only to update problems but not to create them.
NEW QUESTION # 99
A custom Visualforce controller calls the ApexPages.addMessage() method, but no messages are rendering on the page.
Which component should be added to the Visualforce page to display the message?
<apex:message for="info"/>
- A. <apex:pageMessage severity="info" />
- B.
- C. <apex:pageMessages />
- D. <apex:facet name="messages" />
Answer: C
NEW QUESTION # 100
One of the features in ServiceNow ITSM is to keep monitoring configuration items and identify recurring issues.
- A. False
- B. True
Answer: B
NEW QUESTION # 101
UC Loans is a small company with a part time Salesforce administrator. UC Loans wants to create a Loan__c record whenever an Opportunity is won.
What is the optimal solution for UC Loans to accomplish this?
- A. Apex Trigger
- B. Process Builder
- C. Quick Action
- D. Workflow Rule
Answer: B
NEW QUESTION # 102
A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database.
What could cause this?
- A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
- B. The tester is not impersonating an itil user
- C. The user criteria on the knowledge base Is incorrect
- D. The article is in draft state but has not been published
Answer: D
NEW QUESTION # 103
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?
- A. Problem Manager clicks Re-Analyze on the Problem record
- B. Problem Assignee clicks Re-Open on the Problem record
- C. If 7 days has passed, since the Problem was closed, it cannot be re-opened
- D. Administrator clicks Re-Open on the Problem Record
Answer: A
NEW QUESTION # 104
Which table can be used to build a report to see which knowledge articles are no longer viewed by users?
- A. kb_use
- B. kb_article_statistics
- C. kb_feedback
- D. kb_knowledge
Answer: A
Explanation:
Explanation
kb_use table stores a record every time an article is viewed. It is useful to build reports to see which articles are no longer viewed.
NEW QUESTION # 105
Which of the following statements is true when the Change Management - Risk Assessment plugin is enabled?
- A. Risk Assessment replaces the Risk Calculator to determine Risk for a Change
- B. Risk is automatically calculated on update of a Change
- C. Both the Risk Calculator and Risk Assessment are used to determine Risk for a Change
- D. A Risk Assessment is required for all Normal and Emergency Changes
Answer: C
Explanation:
Explanation
Change Management - Risk Assessment
The Change Management - Risk Assessment plugin adds an additional factor to be used when calculating risk.
Risk assessment surveys may be defined based on type of change or other condition. Then, users may click Fill Out Risk Assessment and complete the survey questions.
Responses are scored and t he overall score is matched against thresholds to calculate risk.
NEW QUESTION # 106
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?
- A. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted
- B. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
- C. On the Catalog Item, Columns tab, unselect Quantity column
- D. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
- E. On the Cart Layout, Columns tab, unselect Quantity column
Answer: A
NEW QUESTION # 107
Which one of the following is NOT an addition of Knowledge v3 over the Legacy Knowledge?
- A. Legacy Knowledge didn't have categorization, whereas categorization is available in Knowledge v3.
- B. Legacy Knowledge could have only one knowledge base, whereas you can have multiple knowledge bases in Knowledge v3.
- C. Legacy Knowledge could have only one workflow for all articles, whereas you can have multiple workflows in Knowledge v3.
- D. In Legacy Knowledge, permissions were defined using roles and ACLs, whereas permissions are defined using user criteria in Knowledge v3.
Answer: A
Explanation:
Explanation
Categorization was available in Legacy Knowledge but it was just 2-levels organization structure with Topic and Category and a single taxonomy shared by all articles. However, in Knowledge v3, there are multi levels of categorizations and each knowledge base has its own taxonomy.
NEW QUESTION # 108
In change management, which record should be modified to restrict when a change can move to a specific state?
- A. ChangeRequest Script Include
- B. UI Action for the State Transition
- C. ChangeRequestStateModelSNC Script Include
- D. ChangeRequestStateModel Script Include
Answer: C
NEW QUESTION # 109
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)
- A. ITSM - Business Outcomes and Corresponding KPIs
- B. Service Catalog and Request Mgmt - Process Guide
- C. IT Service Management - Typical Challenges and Remediation
- D. Service Catalog and Request Mgmt - Workshop Preparation Guide
Answer: B,D
NEW QUESTION # 110
The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"
- A. True
- B. False
Answer: B
Explanation:
Explanation
This question is answered by the Roadmap Workshop. Requirements Workshops focus on aligning customer process with platform capabilities.
NEW QUESTION # 111
On an Incident form, Category and Subcategory fields include a drop-down list of potential field values to allow users to categorize Incidents. Which table stores the list of potential field values displayed in these two fields?
- A. Variable Category [item_option_category]
- B. Incident [incident]
- C. Choice [sys_choice]
- D. Category [category] table and the Subcategory [subcategory]
Answer: C
Explanation:
Explanation
Choices are stored in the Choice [sys_choice] table, which also contains choices for EVERY choice field in the system.
NEW QUESTION # 112
What baseline Change Flows support the baseline Normal Change model?
- A. Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
- B. Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
- C. Change - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks
- D. Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks
Answer: A
NEW QUESTION # 113
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Earning the CIS-ITSM Certification can benefit IT professionals in several ways. It demonstrates to employers and colleagues that the individual has the knowledge and skills to effectively implement and manage ServiceNow ITSM solutions. It can also lead to career advancement opportunities and increased earning potential.
The CIS-ITSM certification is a valuable credential that demonstrates the candidate's proficiency in implementing ServiceNow ITSM. Certified Implementation Specialist - IT Service Management certification is recognized by organizations worldwide and is an essential requirement for IT professionals who want to advance their careers in ITSM. Certified Implementation Specialist - IT Service Management certification also provides IT professionals with the skills and knowledge required to implement ServiceNow ITSM effectively, leading to increased efficiency, cost savings, and improved customer satisfaction.
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