CIS-ITSM Exam Preparation Material with New CIS-ITSM Dumps Questions
CIS-ITSM 2024 Training With 115 QA's
The CIS-ITSM certification exam is a three-hour, multiple-choice exam that consists of approximately 60 questions. CIS-ITSM exam is designed to test the skills and knowledge that are required to successfully implement and manage ServiceNow ITSM solutions. CIS-ITSM exam is administered by ServiceNow and can be taken online or in-person at a ServiceNow testing center. Upon passing the exam, individuals will receive the CIS-ITSM certification, which is valid for two years and can be renewed by taking a recertification exam.
NEW QUESTION # 25
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
- A. From the Service Catalog
- B. From the Service
- C. From an inbound email
- D. From an Incident record
Answer: C
NEW QUESTION # 26
It is important to define the VIP users in order to correctly calculate incident priority.
- A. False
- B. True
Answer: A
Explanation:
No logic is added for incidents received from VIP callers. The only change is that a decoration is added next to the Caller field and the Caller text becomes red.
NEW QUESTION # 27
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.
- A. Standard Changes do not require approvals
- B. Standard Change Templates cannot include standard tasks
- C. Creation of a Standard Change Template requires approval
- D. Templates can be used only for Standard Changes
Answer: A,C
Explanation:
NEW QUESTION # 28
An administrator has unchecked the "Enable content pack creation" checkbox after users had created content packs.
What is the impact of this change?
- A. All existing content packs will be deleted.
- B. Users can modify the description and title of existing packs.
- C. Users can continue to edit the contents of existing packs.
- D. The Clone & Customize button will continue to be available.
Answer: B
NEW QUESTION # 29
Which of the following users has the permission to close an incident? (Choose two.)
- A. Incident Manager
- B. Itil Admin
- C. Itil User
- D. None of the listed answers
- E. Incident caller
Answer: B,E
Explanation:
Users with itil roles or incident manager don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.
NEW QUESTION # 30
A user with role catalog_admin can manage user criteria.
- A. False
- B. True
Answer: B
Explanation:
Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.
NEW QUESTION # 31
When a Service Desk again shares a "How to' item with a customer what type of record is being shared?
- A. Information item
- B. How to document
- C. Content object
- D. Knowledge article
Answer: D
NEW QUESTION # 32
When evaluating change request states in a script include, which is the preferred method for referencing a state?
- A. Use the .getDisplayValue function to retrieve the State field value
- B. Use the State field value, such as -2
- C. Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED
- D. Use the g_form.getValue function to retrieve the State field value
Answer: C
NEW QUESTION # 33
Which of the following roles can delete a CAB definition?
- A. itil_admin
- B. None of the listed answers
- C. change_manager
- D. cab_manager
Answer: B
Explanation:
Explanation
Only system admin can delete CAB Definitions.
NEW QUESTION # 34
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?
- A. State changes from Resolved to On Hold
- B. Assignment group changes from Service Desk to Software Group
- C. Submission of an incident by the same Caller with an identical short description
- D. Update to an associated problem record
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION # 35
How to customize the fields that appear when a user hovers over the reference icon?
- A. Modify "ref_contributions" attribute for the field.
- B. Modify "ref_ac_column" attribute for the field.
- C. Add a new record in the Reference Popup table and configure the variables.
- D. Create sys_popup view.
Answer: D
NEW QUESTION # 36
How are Features related to Products and Releases?
- A. Products have associated features, which are organized into releases
- B. Products use features to define release types
- C. Emergency releases can include products and features
- D. Features are included in releases, not associated with products
Answer: A
NEW QUESTION # 37
Which two types of metadata should be migrated between environments using change sets? (Choose two.)
- A. Account team roles
- B. Custom fields
- C. Standard field picklist values
- D. Email templates
Answer: B,D
NEW QUESTION # 38
Which of the following roles can delete cart layout?
- A. catalog_editor
- B. catalog_manager
- C. catalog_admin
- D. None of the listed answers
Answer: D
Explanation:
Nobody can delete cart layout.
NEW QUESTION # 39
Which module would you use to configure Inbound Email Action?
- A. System Policy > Inbound Email Actions
- B. System Properties > Email Actions
- C. System Properties > Email > Inbound Actions
- D. System Policy > Email > Inbound Actions
Answer: D
NEW QUESTION # 40
A developer wants to call an Apex Server-side Controller from a Lightning Aura Component.
What are two limitations to the data being returned by the Controller? (Choose two.)
- A. Lists of Custom Apex Classes cannot be returned by Apex Controllers called by Lightning Aura Components.
- B. Only Basic data types and sObjects are supported as return types for Apex Controllers called by Lightning Aura Components.
- C. Basic data types are supported, but defaults, such as maximum size for a number, are defined by the objects that they map to.
- D. A custom Apex Class can be returned, but only the values of public instance properties and methods annotated with @AuraEnabled are serialized and returned.
Answer: C,D
NEW QUESTION # 41
When viewing a list of Tasks, which field identifies whether the Task is an Incident, Problem, Change, etc.?
- A. Domain [sys_domain]
- B. Task Type [sys_class_name]
- C. Number [number]
- D. Correlation ID [correlation_id]
Answer: B
NEW QUESTION # 42
Released in Quebec, what tool enables the creation of templates for Catalog Items?
- A. Catalog Builder
- B. Catalog Template Library
- C. Catalog Wizard
- D. Template Builder
- E. Template Management
Answer: A
NEW QUESTION # 43
Which of the following users has the permission to reopen an incident?
- A. Incident Manager
- B. Itil User
- C. None of the listed answers
- D. Incident caller
- E. Itil Admin
Answer: D
Explanation:
Only the incident opener can reopen it.
NEW QUESTION # 44
How is access to knowledge articles administered?
- A. User Criteria and User Roles
- B. User Roles
- C. User Criteria and Entitlements
- D. Filter Conditions on the knowledge base
Answer: A
NEW QUESTION # 45
Which of the following plugins is needed in order to add a survey when calculating risk in change requests?
- A. No additional plugin is needed to add additional factors to calculate risk
- B. Change Management - Risk Survey
- C. Change Management - Additional Factors
- D. Change Management - Risk Assessment
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 46
What is the relationship between User table and Role table?
- A. One-to-one
- B. One-to-many (one user can have many roles)
- C. One-to-many (one role can be assigned to many users)
- D. Many-to-many
Answer: D
Explanation:
Explanation
One user can have many roles and a role can be assigned to many users.
NEW QUESTION # 47
Which of the following tables does the change_request_sla database view join? (Choose all that apply.)
- A. change_sla
- B. metric_instance
- C. change_task
- D. task_sla
- E. change_request
Answer: D,E
NEW QUESTION # 48
Which of the following is NOT a valid Requested Item Catalog Task state?
- A. Pending
- B. Closed Skipped
- C. Work In Progress
- D. Closed Rejected
Answer: D
NEW QUESTION # 49
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