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The CIS-ITSM exam is a proctored exam that consists of 60 multiple-choice questions. Candidates are given 90 minutes to complete the exam, and they must score at least 70% to pass. CIS-ITSM exam is available in multiple languages, including English, French, German, Japanese, and Spanish. CIS-ITSM exam can be taken online or at a testing center.
The CIS-ITSM certification exam covers a wide range of topics, including incident management, problem management, change management, service request management, and service level management. Additionally, the exam covers key ServiceNow ITSM functionalities, such as configuration management, knowledge management, and reporting. With this certification, IT professionals can demonstrate their ability to design, configure, and implement ServiceNow ITSM solutions that meet the unique needs of their organizations.
Earning the CIS-ITSM certification demonstrates that an IT professional has the skills and knowledge required to implement ITSM processes using ServiceNow effectively. It is an excellent credential for professionals who want to advance their careers in ITSM and work with ServiceNow. Additionally, CIS-ITSM certified professionals can help organizations in effectively managing IT services, improving service quality, and increasing customer satisfaction.
NEW QUESTION # 10
In release management what controls the movement of the state from Scoping to Awaiting Approval?
- A. State model
- B. Flow
- C. Workflow
- D. Manual state selection
Answer: C
NEW QUESTION # 11
Which one of the following is NOT an addition of Knowledge v3 over the Legacy Knowledge?
- A. Legacy Knowledge could have only one knowledge base, whereas you can have multiple knowledge bases in Knowledge v3.
- B. Legacy Knowledge didn't have categorization, whereas categorization is available in Knowledge v3.
- C. In Legacy Knowledge, permissions were defined using roles and ACLs, whereas permissions are defined using user criteria in Knowledge v3.
- D. Legacy Knowledge could have only one workflow for all articles, whereas you can have multiple workflows in Knowledge v3.
Answer: B
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 # 12
Which of the following is set as the default value for Category in Incident form?
- A. Inquiry
- B. Hardware
- C. Software
- D. None of the listed values
Answer: A
Explanation:
Inquiry is listed in the Data Dictionary as the default value for Category. If you want to delete all data in the Category field, you should change this or otherwise the Inquiry will remain the default value.
NEW QUESTION # 13
Change management uses the workflow engine by default to _____________. (Choose three.)
- A. Close related tasks
- B. Manage approvals
- C. Generate change tasks
- D. Send notifications
- E. Manage SLAs
Answer: B,C,E
NEW QUESTION # 14
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?
- A. Just GIs defined directly in cmdb_cl_computer
- B. Cls defined directly in cmdb_ci_computer and all parent classes
- C. Cls defined directly in cmdb_ci_compulet and all child classes
Answer: C
NEW QUESTION # 15
Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose four.)
- A. Label
- B. UI Page
- C. Lookup Select Box
- D. Container Start
- E. IP Address
- F. HTML
Answer: A,B,D,F
NEW QUESTION # 16
Which of the following outlines the ways changes may be related to incidents?
- A. Incidents and changes are separate processes that have little interaction.
- B. Incidents may be caused by changes. Investigation of incidents may indicate the need for a change.
- C. A change is required to investigate the cause of an incident.
- D. Incidents cause changes. Investigation of changes may indicate the need for incidents to be generated.
Answer: B
NEW QUESTION # 17
Which one of the following incident reports might help managers predict staffing levels required?
- A. Critical Open Incidents
- B. Incidents Open per Week
- C. Overdue Incidents
- D. Incidents Closed per Week
Answer: B
NEW QUESTION # 18
A company wants to incorporate a third-party web service to set the Address fields when an Account is inserted, if they have not already been set.
What is the optimal way to achieve this?
- A. Create an after insert trigger, call an Apex @InvocableMethod method from it, and make the callout from that Apex method.
- B. Create a Process, call an Apex @future(callout=true) method from it, and make the callout from that Apex method.
- C. Create a Process, call an Apex @InvocableMethod from it, and make the callout from that Apex method.
- D. Create an after insert trigger, call an @future(callout=true) method from it, and make the callout from that Apex method.
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 19
Even Though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item.
- A. False
- B. True
Answer: A
Explanation:
It is recommended to reuse the same workflow as much as possible for catalog items that have similar approval process. Maintaining a lot of workflows can be difficult.
NEW QUESTION # 20
Which module to use in order to see problem tasks that are assigned to you?
- A. Service Desk > My Work
- B. Problem > My Problem Tasks
- C. Service Desk > My Problem Tasks
- D. Problem > My Tasks
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION # 21
Which of the following statements is true regarding Group Type?
- A. Every group can have one or more types.
- B. Every group can have one type.
- C. Every group can have zero or more types.
- D. None of the listed answers.
Answer: C
NEW QUESTION # 22
What is an example of a good use case for an Order Guide?
- A. Order a Technical Consultation
- B. Order a case of Laundry Soap
- C. Order a Custom Automobile
- D. Order a Couch
- E. Order a set of Dishes
Answer: E
NEW QUESTION # 23
In a Service Catalog, Content Items can include each of the following
EXCEPT:
- A. Cross-references to Catalog content
- B. Links to locations specified in a Application navigation module
- C. Links to Knowledge Articles
- D. Templates
Answer: A
NEW QUESTION # 24
What is the purpose of the Knowledge check box in Incident form?
- A. If checked, it will create a draft knowledge article once the incident is closed.
- B. If checked, it will create a draft knowledge article once the incident is resolved.
- C. If checked, it will append the text in the Resolution note to the work notes.
- D. If checked, it means that this incident is of type Knowledge Article.
Answer: A
NEW QUESTION # 25
Which of the following represents how Knowledge Management Article publishing is managed?
- A. Each Knowledge Article follows its own Publish and Retire workflow
- B. Publish and Retire workflows are set in the Knowledge Management System Properties
- C. Each Knowledge Base follows its own Publish and Retire workflow
- D. Any article submitted is automatically published
Answer: A
Explanation:
Explanation
Each Knowledge Base can have its own Publish Workflow and Retire Workflow. Each Knowledge Article kicks off an instance of the Publish and Retire workflow defined in the Knowledge Base.
NEW QUESTION # 26
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