CIS-ITSM Free Exam Study Guide! (Updated 431 Questions) [Q48-Q73]

CIS-ITSM Free Exam Study Guide! (Updated 431 Questions)

CIS-ITSM Dumps for ServiceNow Certification Certified Exam Questions and Answer

Topics to Cover

ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.

Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification. Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.

Change and Release Management: 25%
Request Fulfillment Management: 25%
Knowledge Management: 10%

For each ITSM application, the candidate must know the following for each module

Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
Baseline Application Functionality Basic and advanced features in baseline installation New functionality and features added or changed State model and default process flow Basic and advanced operations performed by users and system
Architecture and Security Key tables used in applications Relationships among tables Roles and default access controls Primary application components including Scripts, Business Rules, etc Integration capabilities

Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.

NEW QUESTION 48
A sales manager is unable to view a contact. The contact owner is under the manager in the role hierarchy.
Why is the sales manager receiving "insufficient privileges" error when viewing a contact?

A. The contact sharing settings are private, so access to the record is limited to the contact owner and system administrator.
B. The contact sharing settings are controlled by the parent, and the account owner is NOT under the sales manager's role.
C. The account sharing settings are controlled by the parent, and the account owner is NOT under the sales manager's role.
D. The contact owner has NOT selected the option to share contacts with others in the role hierarchy.

Answer: B

NEW QUESTION 49
What can you do to show the "No cart" option in catalog item form?

A. Check the "Use cart layout" check box.
B. Open the catalog item using the "Admin View".
C. Uncheck the "Use cart layout" checkbox.
D. Select "Other" from the "Cart Layout" drop down list.

Answer: C

NEW QUESTION 50
Which of the following statements is true regarding incident categorization driven by configuration item?

A. Categorization driven by configuration item is recommended for customers with robust and Mature CMDB.
B. Categorization driven by configuration item is recommended for customers who don't have logic in place for incident assignment rules.
C. Categorization driven by configuration item is recommended for all customers.
D. Categorization driven by configuration item is recommended when the project timeline is too short.

Answer: A

NEW QUESTION 51
Which of the following are valid channels to create incidents? (Choose three.)

A. Social Media
B. Inbound Email
C. Service portal
D. Support Chat
E. SMS

Answer: B,C,D

Explanation:
SMS & Social media are not OOTB channels to create incidents.

NEW QUESTION 52
It is possible to create incidents automatically based on alerts from Event Management.

A. True
B. False

Answer: A

NEW QUESTION 53
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.

A. False
B. True

Answer: A

Explanation:
Explanation
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.

NEW QUESTION 54
Which script include should be modified in order to impose limits when moving a problem task from one state to another?

A. ProblemTaskStateUtils
B. ProblemTaskUtils
C. ProblemTaskChangeState
D. ProblemTaskState

Answer: A

NEW QUESTION 55
Which of the following tables does the change_request_metric database view join? (Choose all that apply.)

A. metric_instance
B. change_request
C. task_sla
D. metric_definition
E. change_task

Answer: A,B,D

NEW QUESTION 56
A company has a Lightning Page with many Lightning Components, some that cache reference data. It is reported that the page does not always show the most current reference data.
What can a developer use to analyze and diagnose the problem in the Lightning Page?

A. Salesforce Lightning Inspector Actions Tab
B. Salesforce Lightning Inspector Storage Tab
C. Salesforce Lightning Inspector Transactions Tab
D. Salesforce Lightning Inspector Event Log Tab

Answer: B

NEW QUESTION 57
How to automatically show the user employee number when searching for a user in the caller field?

A. Modify "ref_ac_column" column in the User table.
B. Modify "ref_contributions" column in the User table.
C. Modify "ref_contributions" attribute for the Caller field.
D. Modify "ref_ac_column" attribute for the Caller field.

Answer: D

NEW QUESTION 58
Which module to use in order to modify the field mapping of the Known Error articles?

A. Knowledge > Administration > Field Mapping
B. Knowledge > Field Mapping
C. None of the listed answers
D. Knowledge > Articles > Field Mapping

Answer: C

Explanation:
Explanation
There's no module for this. You can use csm_table_mapping.list to access and modify the field mapping.

NEW QUESTION 59
In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

A. False
B. True

Answer: A

NEW QUESTION 60
An Apex Trigger creates a Contract record every time an Opportunity record is marked as Closed and Won.
This trigger is working great, except (due to a recent acquisition) historical Opportunity records need to be loaded into the Salesforce instance.
When a test batch of records are loaded, the Apex Trigger creates Contract records. A developer is tasked with preventing Contract records from being created when mass loading the Opportunities, but the daily users still need to have the Contract records created.
What is the most extendable way to update the Apex Trigger to accomplish this?

A. Use a List Custom Setting to disable the Trigger for the user who does the data loading.
B. Add a Validation Rule to the Contract to prevent Contract creation by the user who does the data loading.
C. Use a Hierarchy Custom Setting to disable the Trigger for the user who does the data loading.
D. Add the Profile Id of the user who does the data loading to the Trigger so the Trigger won't fire for this user.

Answer: C

NEW QUESTION 61
Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object: Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?

A. SELECT Account__c, Program__c, Transaction_Date__c
FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3'
AND Program__c LIKE 'Shop%'
AND Transaction_Date__c=2019-05-31T00:00Z
B. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c INCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
C. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c EXCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
D. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c ='Shoppers' AND Transaction_Date__c=2019-05-31T00:00Z

Answer: D

Explanation:
Explanation

NEW QUESTION 62
Which of the following service catalogs are available OOTB as demo data? (Choose two.)

A. Hardware Catalog
B. ITSM Catalog
C. Service Catalog
D. Technical Catalog
E. Software Catalog

Answer: C,D

NEW QUESTION 63
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

A. False
B. True

Answer: A

Explanation:
No additional license is needed for this performance analytics functionality.

NEW QUESTION 64
A Knowledge Article can be associated with multiple Knowledge Bases.

A. False
B. True

Answer: A

Explanation:
Explanation
A knowledge article can be associated with only one knowledge base.

NEW QUESTION 65
How can an administrator ensure article managers use specified values for custom article fields?

A. Use field dependencies on article types.
B. Create a formula field on the article.
C. Require a field on the page layout.
D. Create different article types for different requirements.

Answer: A

NEW QUESTION 66
Which of the following links can be used in order to customize the Caller sys_popup view in the incident form?

A. https://<<your instance name>>.service-now.com/sys_user.do?sysparm_view=sys_popup
B. https://<<your instance name>>.service-now.com/incident.do?sysparm_view=sys_popup
C. https://<<your instance name>>.service-now.com/caller.do?sysparm_view=sys_popup
D. https://<<your instance name>>.service-now.com/user.do?sysparm_view=sys_popup

Answer: A

NEW QUESTION 67
What will be the change request's state once a member of the CAB Approval group rejects the approval request?

A. New
B. Rejected
C. Canceled
D. Assess

Answer: A

NEW QUESTION 68
Incident Variable Editor can be made visible only to incidents created from record producers.

A. True
B. False

Answer: A

NEW QUESTION 69
Which module would you use to configure Inbound Email Action?

A. System Policy > Inbound Email Actions
B. System Properties > Email Actions
C. System Policy > Email > Inbound Actions
D. System Properties > Email > Inbound Actions

Answer: C

NEW QUESTION 70
In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?

A. Published
B. Review
C. Draft
D. New

Answer: C

NEW QUESTION 71
In which situation would an Order Guide be used?

A. Administrators choose not to use Workflow
B. Multiple items are typically ordered together
C. Items have a complex fulfillment process
D. Administrators prefer user-friendly forms qith questions and answers

Answer: B

Explanation:
Explanation
Order Guides allow organizations to group multiple items typically ordered together. One common use of Order Guides is to onboard a new employee. This process may involve provisioning a computer with appropriate software, access to key systems, telephone setup, etc. Order Guides may standardize the process and allow hiring managers to track progress for each component to ensure on-time delivery

NEW QUESTION 72
A user with role catalog_editor can maintain catalog items but he/she CANNOT update catalog definitions.

A. False
B. True

Answer: A

Explanation:
Users with role catalog_editor can maintain catalog items and also can update catalog definition.

NEW QUESTION 73
......

Scope

This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.