Pass Your ServiceNow CIS-ITSM Exam with Correct 430 Questions and Answers
Latest [Dec 20, 2021] 2021 Realistic Verified CIS-ITSM Dumps
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.
- Request Fulfillment Management: 25%
- Configuration Management Database: 5%
- Knowledge Management: 10%
- Change and Release Management: 25%
- Incident Management: 25%
- Problem Management: 10%
For each ITSM application, the candidate must know the following for each module
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
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
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.
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.
Aim of the Certificate Exam
- Differentiate individual in a crowded job market
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
- Empower individuals to execute tasks with confidence and skill
NEW QUESTION 57
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 58
A developer created and tested a Visualforce page in their developer sandbox, but now receives reports that users are encountering ViewState errors when using it in Production.
What should the developer ensure to correct these errors?
- A. Ensure properties are marked as private.
- B. Ensure properties are marked as Transient.
- C. Ensure queries do not exceed governor limits.
- D. Ensure profiles have access to the Visualforce page.
Answer: B
NEW QUESTION 59
Which three actions can occur when an administrator clicks "Save" after making a number of modifications to Knowledge data categories in a category group and changing their positions in the hierarchy? (Choose three.)
- A. Users are temporarily locked out of their ability to access articles.
- B. Users may temporarily experience performance issues when searching for articles.
- C. The contents of the category drop-down menu change.
- D. The articles and questions visible to users change.
- E. The history of article usage is reset to zero utilization.
Answer: A,D,E
NEW QUESTION 60
Which of the following record types would you use in order to view company policies?
- A. Content Item
- B. Catalog Item
- C. Order Guide
- D. Record Producer
Answer: A
Explanation:
Content Item can contain information or a link to a page so it is the best option to use when the content of the catalog item is static.
NEW QUESTION 61
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 except incidents with state "On Hold".
- B. Workaround is copied to comments of all incidents that are linked to the problem.
- C. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold".
- D. 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".
Answer: B
Explanation:
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 62
A company's support process dictates that any time a Case is closed with a Status of "Could not fix," an Engineering Review custom object record should be created and populated with information from the Case, the Contact, and any of the Products associated with the Case.
What is the correct way to automate this using an Apex trigger?
- A. An after upsert trigger that creates the Engineering Review record and inserts it.
- B. A before update trigger that creates the Engineering Review record and inserts it.
- C. An after update trigger that creates the Engineering Review record and inserts it.
- D. A before upsert trigger that creates the Engineering Review record and inserts it.
Answer: C
NEW QUESTION 63
Which of the following roles can delete a CAB definition?
- A. None of the listed answers
- B. change_manager
- C. itil_admin
- D. cab_manager
Answer: A
Explanation:
Only system admin can delete CAB Definitions.
NEW QUESTION 64
Universal Containers wants to use an external Web Service provided by a third-party vendor to validate that shipping and billing addresses are correct. The current vendor uses basic password authentication, but Universal Containers might switch to a different vendor who uses OAuth.
What would allow Universal Containers to switch vendors without updating the code to handle authentication?
- A. Dynamic Endpoint
- B. Custom Metadata
- C. Named Credential
- D. Custom Setting (List)
Answer: D
NEW QUESTION 65
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 66
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 67
Catalog item can appear only in one category.
- A. False
- B. True
Answer: A
Explanation:
A catalog item can be associated with more than one category.
NEW QUESTION 68
How to modify the attributes copied from a problem into a change when creating a change from a problem?
- A. Modify the "com.snc.change.copy_from_from.attributes" property in Change properties
- B. Modify the "com.snc.problem.create_change.attributes" property in Problem properties
- C. Modify the UI Action script that is used to create change
- D. Modify the "com.snc.change.create_from_problem.attributes" property in Change properties
Answer: C
NEW QUESTION 69
Which of the following is NOT a feature provided by Knowledge Management OOTB?
- A. Integration with social networking platforms
- B. Subscribing to articles
- C. Article versioning
- D. Import from Microsoft Word
Answer: A
Explanation:
Explanation
Social Q&A feature is available, but this is not related to social networking platforms. It is allowing to ask questions by the audience of the knowledge articles.
NEW QUESTION 70
Given the class structure shown below, which types of Cls will be included in a report run against the cmdb_ci_computer table?
- A. Just Cls defined directly in cmdb_ci_computer
- B. Cls defined directly in cmdb_ci_computer and all child classes
- C. Cls defined directly in cmdb_ci_computer and all parent classes
Answer: B
NEW QUESTION 71
Which statement is NOT true about reporting on catalog item variables?
- A. Reports can be grouped by variables from a selected catalog item.
- B. Database views are required to report on catalog item variables.
- C. Reports can be stacked by variables from a selected catalog item.
- D. The Variables column can be added to list reports if variables are available for the selected table/data source.
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 72
When evaluating change request states in a script include, which is the preferred method for referencing a state?
- A. Use the g_form.getValue function to retrieve the State field value
- B. Use the .getDisplayValue function to retrieve the State field value
- C. Use the State field value, such as -2
- D. Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED
Answer: D
NEW QUESTION 73
A Visualforce page loads slowly due to the large amount of data it displays.
Which strategy can a developer use to improve the performance?
- A. Use the transient keyword for the List variables used in the custom controller.
- B. Use an <apex:actionPoller> in the page to load all of the data asynchronously.
- C. Use lazy loading to load the data on demand, instead of in the controller's constructor.
- D. Use JavaScript to move data processing to the browser instead of the controller.
Answer: C
NEW QUESTION 74
Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.
How can an administrator meet this requirement?
- A. Enable the View All Data permission for the roles of the subset of users.
- B. Create a new profile and role for the subset of users with the View All Data permission.
- C. Assign delegated administration to the subset of users to View All Data.
- D. Create a permission set with the View All Data permission for the subset of users.
Answer: D
NEW QUESTION 75
Universal Containers wants to use a Customer Community with Customer Community Plus licenses so their customers can track how many containers they are renting and when they are due back. Many of their customers are global companies with complex Account hierarchies, representing various departments within the same organization.
One of the requirements is that certain community users within the same Account hierarchy be able to see several departments' containers, based on a junction object that relates the Contact to the various Account records that represent the departments.
Which solution solves these requirements?
- A. An Apex Trigger that creates Apex Managed Sharing records based on the junction object's relationships.
- B. A Custom Report Type and a report Lightning Component on the Community Home Page.
- C. A Visualforce page that uses a Custom Controller that specifies without sharing to expose the records.
- D. A Custom List View on the junction object with filters that will show the proper records based on owner.
Answer: D
NEW QUESTION 76
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 INCLUDES ('Shoppers', 'Womens') 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 ='Shoppers' 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 LIKE 'Shop%'
AND Transaction_Date__c=2019-05-31T00:00Z
Answer: B
Explanation:
Explanation
NEW QUESTION 77
Which table is used to store catalog items?
- A. sc_cat_item
- B. sc_category_item
- C. sc_catalog_item
- D. c_item
Answer: A
NEW QUESTION 78
Which of the following ways can be used to detect problems? (Choose all that apply.)
- A. Bottom-up problem detection
- B. Top-down problem detection
- C. Reactive problem detection
- D. Proactive problem detection
- E. Third-party integrations
Answer: C,D,E
NEW QUESTION 79
Benchmarks provide comparative insights relative to industry averages.
- A. False
- B. True
Answer: B
NEW QUESTION 80
ServiceNow doesn't recommend having a service for generic requests in the service catalog.
- A. False
- B. True
Answer: A
Explanation:
Explanation
It is actually recommended to have a generic request in the Service Catalog.
NEW QUESTION 81
Which of the following database views is useful if you need to create a report of the changes that were closed by category?
- A. change_request_metric
- B. change_request_category_metric
- C. change_request_category_sla
- D. change_request_sla
Answer: A
NEW QUESTION 82
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