[Oct-2021] Free CIS-ITSM Exam Questions CIS-ITSM Actual Free Exam Questions [Q102-Q124]

[Oct-2021] Free CIS-ITSM Exam Questions CIS-ITSM Actual Free Exam Questions

Verified CIS-ITSM dumps and 430 unique questions

Exam Content

The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.

Formats of Question

Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.

Exam Duration

Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.

Exam Results

The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.

Target Audience

The Certified Implementation Specialist - IT Service Management Certification Exam is targeted to ServiceNow customers, Partners, sales engineers, and others interested in becoming a certified implementation specialist for the ServiceNow ITSM platform. This exam certifies the candidates are skilled enough for configuring, implementing, and maintaining the ServiceNow ITSM platform and applications.

NEW QUESTION 102
A company wants to build a custom Lightning Component that will display a specified Account Field Set and that can only be added to the Account record page.
Which design resource configuration should be used?

Answer: B

NEW QUESTION 103
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

A. Update to an associated problem record
B. Submission of an incident by the same Caller with an identical short description
C. Assignment group changes from Service Desk to Software Group
D. State changes from Resolved to On Hold

Answer: D

Explanation:
Explanation/Reference:

NEW QUESTION 104
The VP of Finance wants to ensure that once an opportunity is closed, it cannot be modified by any user.
How can an administrator meet this requirement?

A. Set all fields to Read-Only on the standard Closed Opportunity page layout.
B. Create a workflow field update to update the IsClosed field to True if a closed opportunity is modified.
C. Create an opportunity validation rule with the formula: PRIORVALUE( IsClosed ) = True.
D. Set the Do Not Modify Closed Opportunity permission for all profiles.

Answer: C

NEW QUESTION 105
Which of the following is the goal of problem management?

A. Restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
B. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize impact of incidents that cannot be prevented.
C. Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment.
D. Manage improvement to IT processes and services in order to increase efficiency, effectiveness, and cost-effectiveness.

Answer: B

NEW QUESTION 106
Which table is used to store emergency change requests?

A. Emergency CR [emergency_cr]
B. Change [change]
C. Change Request [change_request]
D. Emergency Change Request [emergency_change_request]

Answer: C

Explanation:
Explanation/Reference:
Explanation:
All types of change requests are stored in the same table: Change Request [change_request].

NEW QUESTION 107
Which of the following statements is true regarding operations that can be performed by nobody?

A. Nobody can perform these operations except the admin and the knowledge admin.
B. Nobody can perform these operations even the admin.
C. Nobody can perform these operations except the admin and anyone specified by the admin.
D. Nobody can perform these operations except the admin.

Answer: B

NEW QUESTION 108
How to add restriction on moving incidents from one state to another?

A. Modify records in the Records State Transition table.
B. Modify the IncidentState UI Policy.
C. Modify the script of the Save UI Action.
D. Modify the IncidentState script include.

Answer: D

NEW QUESTION 109
It is possible to use the same categories for both incidents and problems.

A. False
B. True

Answer: B

NEW QUESTION 110
An administrator wants to allow users who are creating leads to have access to the Find Duplicates button.
Which lead object-level permission will the administrator need to provide to these users?

A. Delete
B. View All
C. Read and Edit
D. Merge

Answer: B

NEW QUESTION 111
What happens when "Communicate Workaround" is clicked in problem form?

A. Workaround is copied to comments of all incidents that are linked to the problem.
B. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold".
C. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold" and the On Hold reason is "Awaiting Problem".
D. Workaround is copied to comments of all incidents that are linked to the problem except incidents with state
"On Hold".

Answer: A

Explanation:
This behavior has changed in New York release and now the workaround is copied to all linked incidents, not only those with state equals to On Hold.

NEW QUESTION 112
Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.

A. False
B. True

Answer: A

Explanation:
Explanation
There's no review form. This can be implemented as custom functionality since post-implementation review varies from customer to another.

NEW QUESTION 113
What should you do in order to edit the template used to populate fields of known error article created from a problem?

A. Modify "Problem Known Error article" record in sys_template table
B. Modify "Problem Known Error article" record in the Knowledge Base
C. Modify "Problem Known Error article" record in the "known_error_article" table
D. Modify "Problem Known Error article" record in the "csm_table_map" table

Answer: D

NEW QUESTION 114
Which two values roll up the hierarchy to the manager for Collaborative Forecasting? (Choose two.)

A. Quota amount
B. Product quantity
C. Expected revenue
D. Opportunity amount

Answer: A,D

NEW QUESTION 115
Which of the following columns get copied from the incident when creating a problem according to the OOTB implementation? (Choose all that apply.)

A. Contact type
B. Subcategory
C. Configuration Item
D. Assigned
E. Impact

Answer: B,C,E

NEW QUESTION 116
Which of the following roles can close a problem? (Choose three.)

A. problem_coordinator
B. problem_administrator
C. problem_task_analyst
D. itil
E. problem_manager

Answer: A,B,E

Explanation:
Itil users cannot close problems.

NEW QUESTION 117
Which of the following statements is true regarding conflict detection for change requests?

A. Conflict detection can be run manually.
B. All the mentioned statements are true.
C. Conflict detection is executed every time an active change request is updated.
D. There is a scheduled job to update conflicts that runs on a periodic basis.

Answer: B

NEW QUESTION 118
Which of the following is NOT a typical method to propose a new standard change?

A. Right-click on an existing change and select "Propose a Standard Change Template. "
B. In the Standard Change Catalog, under Template Management, select "Propose a new Standard Change Template. "
C. Toggle the Template Bar on an existing change and click + to add a new Template.
D. In the Standard Change Proposals Table, click "New" and submit the record.

Answer: C

NEW QUESTION 119
Which of the following capabilities can be done by benchmarks? (Choose all that apply.)

A. Auto-update process design according to selected peer
B. Comparison by number of users
C. Measure KPI Performance
D. Comparison by industry
E. Identify improvement opportunities

Answer: B,C,D,E

NEW QUESTION 120
Which of the following plugins is needed in order to add a survey when calculating risk in change requests?

A. Change Management - Risk Survey
B. Change Management - Risk Assessment
C. Change Management - Additional Factors
D. No additional plugin is needed to add additional factors to calculate risk

Answer: B

NEW QUESTION 121
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 Storage Tab
B. Salesforce Lightning Inspector Actions Tab
C. Salesforce Lightning Inspector Event Log Tab
D. Salesforce Lightning Inspector Transactions Tab

Answer: A

NEW QUESTION 122
Universal Containers uses Territory Management to manage its sales territories. Territory managers and sales representatives are at the same role level in the role hierarchy. Account and Opportunity objects are set to private.
Which three permissions should be granted to territory managers? (Choose three.)

A. Edit All opportunities associated with accounts in the territory, regardless of who owns the opportunities.
B. Transfer and Delete opportunities assigned to the territory, regardless of who owns the opportunities.
C. View, Edit, Transfer, and Delete accounts assigned to the territory, regardless of who owns the accounts.
D. View All opportunities associated with accounts in the territory, regardless of who owns the opportunities.
E. Transfer All opportunities associated with accounts in the territory, regardless of who owns the opportunities.

Answer: A,C,D

NEW QUESTION 123
Which of the following statements is true regarding incidents created for a VIP caller?

A. The caller color will change.
B. The priority field will automatically change to High.
C. An email will be sent to incident manager to follow up regarding this incident.
D. Workflow will change to accommodate for the criticality of the incident.

Answer: A

Explanation:
Explanation
The only change for incidents created for a VIP caller is that the color of the caller field will change and decoration will be added.

NEW QUESTION 124
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