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ServiceNow CIS-ITSM certification exam is recognized as a standard for IT professionals who implement ITSM processes and solutions on the ServiceNow platform. Certified Implementation Specialist - IT Service Management certification exam tests the knowledge and skills of candidates in the areas of ITSM best practices, ServiceNow platform configuration, ITSM process design, and ITSM tool integration. Certified Implementation Specialist - IT Service Management certification exam is designed to ensure that certified professionals have the knowledge and skills necessary to successfully implement and manage ITSM processes and solutions using ServiceNow.
NEW QUESTION # 53
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 # 54
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
- A. sn_problem_write
- B. sn_problem_read
- C. sn_problem_business_user
- D. sn_business_user
- E. sn_service_owner
Answer: B
Explanation:
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management
/reference/prob-roles-instld-itsm-roles.html
NEW QUESTION # 55
Which role is required to delete an incident?
- A. incident_manager
- B. itil
- C. admin
- D. itil_admin
Answer: C
NEW QUESTION # 56
The administrator at Universal Containers wants to improve data quality by ensuring that all accounts have a Billing State/Province based upon the Billing Postal Code for that account.
Which two solutions can meet this requirement? (Choose two.)
- A. Use a workflow that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.
- B. Use a validation rule to do an HLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.
- C. Use a trigger that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.
- D. Use a validation rule to do a VLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.
Answer: C,D
NEW QUESTION # 57
Which of the following is NOT a typical method to propose a new standard change?
- A. In the Standard Change Catalog, under Template Management, select "Propose a new Standard Change Template. "
- B. Right-click on an existing change and select "Propose a Standard Change Template. "
- C. In the Standard Change Proposals Table, click "New" and submit the record.
- D. Toggle the Template Bar on an existing change and click + to add a new Template.
Answer: D
Explanation:
Explanation
ServiceNow Docs: "Create a standard change proposal "
https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/changemanagement/task/t_Man
NEW QUESTION # 58
On a service catalog item, a customer has a requirement that the start_date is before the end_date.
Which approach is recommended to satisfy this requirement?
- A. Create a Business Rule that runs on Insert or Update of the Item
- B. Create a Catalog Client Script that triggers on Submit of the Item
- C. Create a Validation Script and associate it to the item
- D. Create a Catalog Client UI Policy that triggers on Load of the Item
Answer: B
Explanation:
Explanation
Catalog Client Scripts run client-side to control behavior of items presented to users. Use Catalog Client Scripts to validate content, populate fields dynamically, or clear variable values based on changes to other variables.
NEW QUESTION # 59 
Refer to the component code above. The information displays as expected (in three rows) on a mobile device.
However, the information is not displaying as desired (in a single row) on a desktop or tablet.
Which option has the correct component changes to display correctly on desktops and tablets?
- A.
- B.
- C.
- D.
Answer: D
NEW QUESTION # 60
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Closed incidents are read-only for non-administrators.
Incidents can only be reopened by users with the admin role.
Users with the itil role cannot reopen closed incidents.
ESS users have a Reopen Incident button on resolved Incidents
NEW QUESTION # 61
A new Problem Coordinator accidentally created several problem investigations that need to be deleted.
What role is required to delete a problem record?
- A. problem_admin
- B. RH_manager
- C. problem_coordinator
- D. problem_manager
- E. so_problem_delete
Answer: A
NEW QUESTION # 62
In the baseline configuration for service catalog workflows, which of the following statements are true?
(Choose two.)
- A. Approvals will be skipped if there are no members in the approval group.
- B. Execution plans are used instead of workflows.
- C. Requests with a value over $1000 require manager approval.
- D. All Requested items require manager approval.
Answer: A,C
NEW QUESTION # 63
What is the trigger for the Change - Normal - Assess Flow?
- A. A Change request using the Normal Change model is created
- B. A Change request using die Normal Change model is Low Risk and is moved to the Assess state
- C. A Change request using the Normal Change model is Assigned to a group
- D. A Change request using the Normal Change model is moved to the Assess state
Answer: D
NEW QUESTION # 64
What is the purpose of the Knowledge check box in Incident form?
- A. If checked, it means that this incident is of type Knowledge Article.
- B. If checked, it will create a draft knowledge article once the incident is resolved.
- C. If checked, it will create a draft knowledge article once the incident is closed.
- D. If checked, it will append the text in the Resolution note to the work notes.
Answer: C
NEW QUESTION # 65
Universal Containers wants to allow its customers to submit support requests across multiple channels.
In which two ways can this be accomplished with Salesforce? (Choose two.)
- A. Expose the case feeds option on the company's website.
- B. Enable Chatter Questions in the company's Customer Community.
- C. Enable the Service Cloud Console app on the company website.
- D. Offer a Chat button on the company website.
Answer: B,D
NEW QUESTION # 66
Business rules require a Contact to always be created when a new Account is created.
What can be used when developing a custom screen to ensure an Account is not created if the creation of the Contact fails?
- A. Use the Database.Insert method with allOrNone set to False.
- B. Disable Validation rules on Contacts and set default values with a Trigger.
- C. Use the Database.Delete method if the Contact insertion fails.
- D. Use setSavePoint() and rollback() with a try/catch block.
Answer: D
NEW QUESTION # 67
In the baseline configuration, ONLY Emergency Changes require a PostImplementation Review (PIR).
- A. True
- B. False
Answer: B
NEW QUESTION # 68
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
- A. Automatically via the Change - Implementation subflow
- B. Automatically depending on the category selected on the Change Request
- C. Manually by the user during all states, except Closed or Canceled
- D. Manually by the user during New, Assess, and Authorized states
Answer: A,C
NEW QUESTION # 69
A company processes Orders within their Salesforce instance. When an Order's status changes to "Paid" it must notify the company's order management system (OMS). The OMS exposes SOAP web service endpoints to listen for when to retrieve the data from Salesforce.
What is the optimal method to implement this?
- A. Create an Outbound Message that contains the session ID and send it to the OMS.
- B. Generate the Enterprise WSDL and use it to make a callout to the OMS.
- C. Create an Apex trigger and make a callout to the OMS from the trigger.
- D. Generate the Partner WSDL and use it to make a callout to the OMS.
Answer: D
NEW QUESTION # 70
When the Change Management - Risk Management plugin is enabled, which of
- A. Risk will be set to the lowest Risk value evaluated by the Risk Calculator and Risk Assessment
- B. Risk will be set to the highest Risk value evaluated by the Risk Calculator and Risk Assessment
- C. the following statements reflects how the Risk of a Change Request will be set?
- D. Risk will be set to the average Risk value evaluated by the Risk Calculator and Risk Assessment
Answer: B
Explanation:
Explanation
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.
When the Calculate Risk UI Action is triggered, Risk Conditions are evaluated in order and the highest Risk value is returned
NEW QUESTION # 71
Which of the following roles can delete a problem task? (Choose all that apply.)
- A. problem_admin
- B. itil
- C. problem_task_analyst
- D. problem_manager
- E. admin
Answer: A,E
NEW QUESTION # 72
_______________ is primarily focused on the details needed to manage and operate hardware and software.
_______________ is primary focused on the financial aspects of hardware and software.
- A. IT Service Management, IT Financial Management
- B. IT Operations Management, IT Financial Management
- C. Asset Management, Configuration Management
- D. Configuration Management, Asset Management
Answer: D
Explanation:
Explanation
Asset Management
Asset Management, monitors and maintains things of financial value to an entity or group. It may apply to both tangible assets such as buildings, computers, hardware or software and to intangible concepts such as intellectual property and goodwill.
Something that has intrinsic value to a person or an enterprise.
Configuration Management
The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process.
Entity or thing that you with to track that is required for the delivery of a service.
CIs are the objects or things we care about.
CIs have attributes that describe the objects.
NEW QUESTION # 73
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. Resolve Time [calendar_stc]
- B. Business Resolve Time [business_stc]
- C. Business Duration [business_duration]
- D. Duration [calendar_duration]
Answer: D
Explanation:
NEW QUESTION # 74
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ServiceNow CIS-ITSM certification is an excellent opportunity for IT professionals to validate their skills and knowledge in the field of IT Service Management. By passing the exam, candidates can demonstrate their ability to configure and manage ITSM solutions using the ServiceNow platform and their understanding of ITSM best practices. Certified Implementation Specialist - IT Service Management certification can help individuals advance their careers and open up new opportunities in the IT industry.
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