2021 Valid CIS-ITSM  test answers & ServiceNow Exam PDF

Free ServiceNow CIS-ITSM Exam Questions & Answer from Training Expert ValidExam

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.

• Incident Management: 25%
• Problem Management: 10%
• Configuration Management Database: 5%
• Change and Release Management: 25%
• Knowledge Management: 10%
• Request Fulfillment Management: 25%

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

• 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

• 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

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 23
The marketing department at Universal Containers regularly changes the page layout requirements for its custom marketing objects. The VP of Marketing has asked the administrator for permission to configure only these objects.
What can the administrator do to meet this request?

• A. Create a custom profile with Edit permission on the custom marketing objects and assign to the VP of Marketing.
• B. Enable the Marketing User permission on the user record for the VP of Marketing.
• C. Grant the VP of Marketing the ability to log in as a user who is an administrator.
• D. Set up the VP of Marketing as a delegated administrator for the custom marketing objects.

Answer: D

 

NEW QUESTION 24
Leads come to Universal Containers from various sources and need to be assigned to the correct sales team.
When a lead comes from the APAC region, it can be passed to an external partner if the Sales Director approves the transfer. The partner's channel manager must be notified when the partner has been assigned the lead.
Which combination of automation tools is needed to meet minimally these requirements?

• A. Assignment rules and workflow rules
• B. Assignment rules, approval processes, and workflow rules
• C. Assignment rules and approval processes
• D. Assignment rules, auto-response rules, and workflow rules

Answer: B

 

NEW QUESTION 25
Which of these are considered configuration base items? (Choose three.)

• A. Cluster Nodes
• B. Database Catalogs
• C. Out-of-Band Devices
• D. Network Gears
• E. Printers

Answer: C,D,E

Explanation:
Explanation
configuration base items include: -Servers -Computers -Workstations -Out-of-band devices -Network gear
-Printers -Communication Devices -UPSs -Accessories -Computer Peripherals -Software

 

NEW QUESTION 26
The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident.

• A. True
• B. False

Answer: B

Explanation:
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.

 

NEW QUESTION 27
When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.

• A. Single Line of Text
• B. Select Box
• C. Reference
• D. Break

Answer: A

 

NEW QUESTION 28
For the majority of catalog items, the customer requires quantity and price to be displayed. However, for one item, the customer would like to omit these two fields.
Which of the following approaches should be used to satisfy this requirement?

• A. Cart options are set using system properties and cannot be changed for individual items.
• B. Set "Use Cart Layout" to false on the Catalog item and set both "No Quantity" and "Omit Price" in
  "Cart" to true.
• C. Set both "No Quantity" and "Omit Price in Cart" to true on the Catalog Item.
• D. Write a Catalog Client Script for the item and use g_form.setDisplay() to hide each field.

Answer: B

 

NEW QUESTION 29
A developer is asked to build a solution that will automatically send an email to the Customer when an Opportunity stage changes. The solution must scale to allow for 10,000 emails per day. The criteria to send the email should be evaluated after all Workflow Rules have fired.
What is the optimal way to accomplish this?

• A. Use a Workflow Email Alert.
• B. Use an Email Alert with Process Builder.
• C. Use a MassEmailMessage() with an Apex Trigger.
• D. Use a SingleEmailMessage() with an Apex Trigger.

Answer: B

Explanation:
Explanation

 

NEW QUESTION 30
Which of the following modules can be used to define incident priority rules?

• A. System Policy > Rules > Data Lookup Definitions
• B. System Policies > Rules > Incident Priority Rules
• C. System Policy > Rules > Priority Lookup Rules
• D. System Policies > Rules > Incident Priority Lookup

Answer: C

 

NEW QUESTION 31
Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)

• A. Views
• B. Flags
• C. Comments
• D. Star Rating
• E. Helpful (Yes/No)

Answer: B,C,D,E

 

NEW QUESTION 32
Which module to use in order to modify the field mapping of the Known Error articles?

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

Answer: D

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

 

NEW QUESTION 33
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 EXCLUDES ('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 ='Shoppers' 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 INCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z

Answer: C

 

NEW QUESTION 34
Given the class structure shown below, which types of Cls will be included in a report run against the cmdb_ci_computer table?

• A. Cls defined directly in cmdb_ci_computer and all parent classes
• B. Cls defined directly in cmdb_ci_computer and all child classes
• C. Just Cls defined directly in cmdb_ci_computer

Answer: B

 

NEW QUESTION 35
Which one of the following variable types in NOT supported in mobile?

• A. Numeric scale
• B. IP Address
• C. URL
• D. Yes/No

Answer: C

 

NEW QUESTION 36
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

• A. True
• B. False

Answer: B

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

 

NEW QUESTION 37
Which of the following statements is true regarding the way the "Actual Start Date" is set in the change request form?

• A. When the state changes to Implement, the field is populated automatically.
• B. When the state changes to Assess, the field is populated automatically.
• C. When the state changes to New, the field is populated automatically.
• D. This is a required field and the user must set the field manually.

Answer: A

Explanation:
The "Change Request State Model" script include is used to automatically populated the Actual Start Date field when the state changes to Implement.

 

NEW QUESTION 38
What is the relationship between User table and Role table?

• A. Many-to-many
• B. One-to-many (one user can have many roles)
• C. One-to-one
• D. One-to-many (one role can be assigned to many users)

Answer: A

Explanation:
One user can have many roles and a role can be assigned to many users.

 

NEW QUESTION 39
Which table stores CI Relationship data?

• A. cmdb_ci_relation
• B. cmdb_relation_ci
• C. cmdb_ci_rel
• D. cmdb_rel_ci

Answer: D

 

NEW QUESTION 40
A user with role catalog_admin can manage user criteria.

• A. True
• B. False

Answer: A

Explanation:
Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.

 

NEW QUESTION 41
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

• A. True
• B. False

Answer: B

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

 

NEW QUESTION 42
What is the base table for CMDB?

• A. ci
• B. cmdb
• C. cmdb_ci
• D. base_ci

Answer: B

 

NEW QUESTION 43
How to configure the fields to be copied from the original incident when an incident is copied?

• A. Modify the incident property "com.snc.incident.copy.columns"
• B. Modify the incident property "com.snc.incident.copy.attributes"
• C. Modify the incident property "com.snc.incident.copy.fields"
• D. There's a predefined set of fields to be copied and they cannot be changed

Answer: B

 

NEW QUESTION 44
Which of the following reports are available for incidents in the baseline instance? (Choose three.)

• A. Critical Open Incidents
• B. Incidents Open per Month
• C. Closed Incidents
• D. Incidents Open per Week
• E. Incidents by Priority and State

Answer: A,D,E

 

NEW QUESTION 45
A developer wishes to improve runtime performance of Apex calls by caching results on the client.
What is the best way to implement this?

• A. Set a cookie in the browser for use upon return to the page.
• B. Call the setStorable() method on the action in the JavaScript client-side code.
• C. Decorate the server-side method with @AuraEnabled(storable=true).
• D. Decorate the server-side method with @AuraEnabled(cacheable=true).

Answer: D

 

NEW QUESTION 46
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Brief Details

Following are the quick details related to the CIS-ITSM Certification Exam

• Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification

• Exam Code: ServiceNow CIS-ITSM Certification Exam

• Exam Registration: Registration should be done using the ServiceNow Webassessor. For successful exam registration, candidates must have exam vouchers that can be obtained on completing the prerequisite pieces of training for ITSM implementation.

• Exam Price: $150 (USD)

• Number of Questions: 65 Questions

• Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.

• Exam type: Multiple Choice Questions

• Duration: 90 minutes

• Exam Mode: On-line Proctored Exam. Candidates can take the examination from any place at any time as per their convenience. Candidates also have the option to give exams at any of the authorized training centers. Candidates can select the exam mode based on their convenience at the time of registration. In both testing venues, the exam is conducted through a consistent, friendly, user interface customized for ServiceNow tests.

 

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