Pass ServiceNow CIS-ITSM Exam With Practice Test Questions Dumps Bundle
2024 Valid CIS-ITSM test answers & ServiceNow Exam PDF
ServiceNow CIS-ITSM certification is an essential credential for IT professionals who want to demonstrate their expertise in implementing IT Service Management solutions using ServiceNow. Certified Implementation Specialist - IT Service Management certification validates the candidate's knowledge and skills in managing IT services efficiently and effectively. Certified Implementation Specialist - IT Service Management certification is highly regarded in the IT industry and enhances the candidate's career opportunities and earning potential.
The CIS-ITSM certification is recognized globally and is highly valued by employers. It demonstrates that the certified individual has the knowledge and skills necessary to implement ServiceNow ITSM solutions effectively. Certified individuals are also able to provide guidance and support to their organizations in managing ITSM processes using ServiceNow solutions, which can lead to increased efficiency, improved service delivery, and better customer satisfaction.
NEW QUESTION # 31
When using the Email Client, what is the difference between an Email Template and a Quick Message?
- A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot
- B. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user
- C. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role
- D. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
Answer: B
NEW QUESTION # 32
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
- A. Complete Investigation
- B. Complete RCA
- C. Document Five Whys
- D. Document a Known error
- E. Publish Workaround
Answer: E
NEW QUESTION # 33
Which table is used to store emergency change requests?
- A. Change [change]
- B. Emergency Change Request [emergency_change_request]
- C. Change Request [change_request]
- D. Emergency CR [emergency_cr]
Answer: C
Explanation:
All types of change requests are stored in the same table: Change Request [change_request].
NEW QUESTION # 34
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. Flow Builder
- B. Apex Trigger
- C. Process Builder
- D. Approvals
Answer: C
NEW QUESTION # 35
Recently a Salesforce org's integration failed because it exceeded the number of allowed API calls in a
24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?
- A. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
- B. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
- C. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
- D. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
Answer: B
NEW QUESTION # 36
Incidents are stored what table?
- A. Incident [sn_task_incident]
- B. Incident [task_incident]
- C. Incident [incident]
- D. Incident [sn_incident]
Answer: A
NEW QUESTION # 37
What is an example of a good use case for an Order Guide?
- A. Order a Technical Consultation
- B. Order a set of Dishes
- C. Order a Custom Automobile
- D. Order a Couch
- E. Order a case of Laundry Soap
Answer: B
NEW QUESTION # 38
Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.
- A. Knowledge Management
- B. Social Q&A
- C. Post-Implementation Review
- D. Risk Assessment
Answer: D
NEW QUESTION # 39
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 "Resolved" to "Open".
- C. It stores the number of times the incident state changed from any state to "Open".
- D. It stores the number of child incidents added to this incident.
Answer: B
NEW QUESTION # 40
Released in Quebec, what tool enables the creation of templates for Catalog Items?
- A. Template Management
- B. Catalog Builder
- C. Catalog Wizard
- D. Catalog Template Library
- E. Template Builder
Answer: B
NEW QUESTION # 41
A company has a custom object, Sales Demo Request, that has a lookup to an Opportunity. It is required that a Sales Demo Request record be created when an Opportunity's Probability is greater than 50%.
What is the optimal way to automate this?
- A. Use an Apex Trigger on Opportunity.
- B. Build a Process on Opportunity.
- C. Build a Flow on Opportunity.
- D. Create a Workflow on Opportunity.
Answer: A
NEW QUESTION # 42
Users have been given Read/Write access to product support cases through criteria-based sharing rules. A user's profile only has the Read permission for cases.
What can the user expect regarding their ability to edit product support cases?
- A. The user will NOT be able to edit product support cases.
- B. The user will only be able to edit the cases that they created.
- C. The user will only be able to edit cases manually shared with them.
- D. The user will be able to edit product support cases.
Answer: A
NEW QUESTION # 43
What is the relationship between User table and Location table?
- A. One-to-one
- B. One-to-many (one user can have many locations)
- C. Many-to-many
- D. One-to-many (one location can be assigned to many users)
Answer: D
Explanation:
Explanation
A user can have only one location, but the same location can be used for many users.
NEW QUESTION # 44
When a lookup relationship is created between two objects, which three options can the administrator select to help manage situations when a lookup record is deleted? (Choose three.)
- A. Clear the value of the lookup field.
- B. Prompt the user to enter another record to resolve the lookup relationship.
- C. Notify the record owner.
- D. Do NOT allow deletion of a lookup record that is part of a lookup relationship.
- E. Delete the related record also.
Answer: A,D,E
NEW QUESTION # 45
Which condition must be met to have a knowledge article display on the Knowledge Home Page in the Featured Content section?
- A. A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "featured_content."
- B. A record must be created in the Featured Content [kb_knowledge_keyword] table referencing the Article and a keyword of "homepage."
- C. The Feature field on the article must be set to true.
- D. The article must have a 4 star rating and be among the top 10 articles most frequently attached to Tasks.
Answer: B
NEW QUESTION # 46
In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)
- A. Manually by the user during all states, except Closed or Canceled
- B. Automatically depending on the category selected on the Change Request
- C. Automatically via the Change - Implementation subflow
- D. Manually by the user during New, Assess, and Authorized states
Answer: A,C
NEW QUESTION # 47
How can you remove demo data?
- A. You can request that through the HI portal.
- B. You have to go through the tables and select all records and delete them.
- C. You have to deactivate the ITSM Foundation plugin and activate it again without selecting the "demo data" check box.
- D. In the settings, you can check the "Remove demo data" check box.
Answer: A
Explanation:
Explanation
You can use the HI portal to request removal of demo data. This option is available under Manage Instance module.
NEW QUESTION # 48
Which of the following properties is used to decide which knowledge base will be used to create known error articles for problems?
- A. problem.knowledgebase.known_error_article
- B. problem.known_error_article
- C. problem.knowledge.known_error_article
- D. knowledgebase.known_error_article
Answer: A
NEW QUESTION # 49
What are key relationships between Change and Release Management? (Choose three.)
- A. Change management provides governance, which includes Release management
- B. A Release can contain one or more Changes
- C. A Change can contain one or more Releases
- D. Change includes planning and approvals; Release includes building, testing and execution of changes
- E. Release management application is required, to use the Change management application
Answer: A,B,D
NEW QUESTION # 50
Which of the following roles can delete a CAB definition?
- A. None of the listed answers
- B. cab_manager
- C. change_manager
- D. itil_admin
Answer: A
Explanation:
Only system admin can delete CAB Definitions.
NEW QUESTION # 51
Which of the following tables does the change_request_sla database view join? (Choose all that apply.)
- A. task_sla
- B. change_sla
- C. change_task
- D. change_request
- E. metric_instance
Answer: A,D
Explanation:
Explanation/Reference:
NEW QUESTION # 52
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