Prepare CIS-ITSM Exam with Using CIS-ITSM Dump Questions

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July 27, 2023

If you are serious about passing your ServiceNow CIS-ITSM certification exam, practicing with CIS-ITSM dumps questions is an essential step in your preparation process. These CIS-ITSM dumps will help you assess your knowledge, identify your strengths and weaknesses, and improve your chances of passing the exam on the first try. So why wait? Start practicing today and give yourself the best possible chance of success! Test free CIS-ITSM exam dumps questions below.

Page 1 of 6

1. What is an example of a good use case for an Order Guide?

Order a set of Dishes

Order a Custom Automobile

Order a Technical Consultation

Order a Couch

Order a case of Laundry Soap

2. From a data model perspective, which table is the base class for the configuration management database?

Configuration Item [cmdb_ci]

Asset [asset]

Base Item [cmdb_base_item]

Base Configuration Item [cmdb]

3. When a Service Desk again shares a "How to" item with a customer, what type of record is being shared?

Knowledge article

Content object

Information item

How to document

4. What would you use to define a common grouping of configuration items such as all web servers in Miami?

CI class

Dependent group

CSDM component group

Dynamic CI group

5. In the Quebec release of Change management, what new architectural features were added?

Catalog builder and Change Designer

Change Flows, Change Designer and Change Approval Matrix

Change Models, Change Flows and State Transition Models

Change PIR Assessments, Change Designer and Change Approval Policies

6. Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

The workaround is helpful information for the Callers on the Problem's related Incidents (open)

The workaround should be published to a knowledge article, visible from the portal

The workaround is helpful information for the members of the Problem's Assignment Group

The workaround is helpful information for the members of the Problem's Work notes list

7. Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

onLaunch

onLoad

onSubmit

onSave

8. On a request form, the requester needs to indicate when they need to receive the item.

What Variable type would you use for this information?

Date

Due Date

Date Picker

Duration

9. Which module is a useful starting point for a manager to view current state operational information for Incident management?

CMDB Health Dashboard

Incident > Overview

Manager Workspace

Critical Incidents Map

10. A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance.

What might be the cause of this?

The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

The customer did not pay the bill for Knowledge management

Tester is not impersonating Problem Coordinator

The sn_known_error_write role is required to see the Create Known Error article link

The requirement was not in the stories

Page 2 of 6

11. Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)

Short Descriptor

State

Assigned to

Configuration Item

12. Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

Change Approval Policy

Change Assess Approval Subflow

Change Approval Matrix

Change Approval Subflow

13. You have just upgraded your instance and have not migrated to multimodal change.

Using the default settings, when you click on Change > Create new, what page displays?

Change Interceptor

Change Form

Change Landing Page

Change Overview

14. What is the trigger for the Change - Normal - Assess Flow?

A Change request using the Normal Change model is moved to the Assess state

A Change request using the Normal Change model is created

A Change request using the Normal Change model is Low Risk, and is moved to the Assess state

A Change request using the Normal Change model is Assigned to a group

15. Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms.

What do you recommend to your customer?

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms

Create an Access control to hide the unnecessary CIs from the itil users

Make a show/hide UI action to show only the desired CIs to the itil users

16. Which role has the ability to configure and manage Incident Management properties?

incident_admin

itil

itil_admin

incident_manager

17. What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

Populate Assignment Group based on CI/SO

Auto-populate ITSM Assignment Groups

ITSM Assignment Lookup Rule

Automatic Assignment for ITSM

18. In Change management, what allows customers to define condition based flows for a fit for purpose model?

State Transition Models

State Flows

Workflows 2.0

Conditional Change Models

19. Your customer would like to add a field to the Something is Broken record producer form.

Which formatter would you use to add the field?

Form Designer

Record Producer Form Designer

Default Variables Editor

Variable Designer

Editor

20. Which role would give you access to the CI Class Manager?

ecmdb_admin

ecmdb

class_manager

sn_class_manager

Page 3 of 6

21. In the baseline implementation, what are key relationships between Change and Configuration Item

(CI) records? (Choose three.)

The CI Manager is part of the change approval workflow

One Change can be submitted for multiple CIs

Changes should reference at least one CI

The CI Support Group is responsible for change implementations

A CI can be affected by a change, even if it is not the CI being changed

22. What tools are available to the assignee to help resolve an Incident? (Choose two.)

Knowledge Articles

Workarounds

CI Class Manager

Incident Overview Dashboard

Enterprise CMDB Dashboard

23. A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?

sn_problem_delete

itil_manager

problem_manager

problem_admin

problem_coordinator

24. Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.

What Now Create assets do you recommend they review, to prepare? (Choose two.)

Service Catalog and Request Mgmt - Workshop Preparation Guide

Service Catalog and Request Mgmt - Process Guide

IT Service Management - Typical Challenges and Remediation

ITSM - Business Outcomes and Corresponding KPIs

25. Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?

It is designed to follow the ITIL4 standard

There is a scheduled job that automatically moves Resolved problems to Closed after 7 days

There is no Closed state. Problem records are moved to Completed

It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

26. Your customer wants to add a notification to the Change - Emergency - Authorize Flow.

What is the first thing you would do to meet this requirement?

Create a copy of the baseline Change - Emergency - Authorize Flow, and then edit the new copy

Create a backup of the baseline Change - Emergency - Authorize Flow, and edit the baseline flow

Deactivate the baseline Change - Emergency - Authorize Flow

Unpublish the baseline Change - Emergency - Authorize Flow

27. In the baseline Change - Normal model, when the Change request goes to the Review state, what happens to the implementation and testing tasks, if they have not been closed.

They are automatically canceled

They are automatically closed

They are automatically assigned to the Change assignee and closed

An error displays, requiring that the Tasks be closed before moving to Review

28. What would you use to create a New Hire Employee request which would allow you to order your workstation and company mobile?

Knowledge item

Record Producer

Catalog Item

Order Guide

Content Item

29. Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee.

What feature would you use to meet this requirement?

State Model

Workflow Dashboard

Action Modeler

Task Creator

Flow Designer

30. A tester wants to submit a bug report, because they are not able to see the Communicate Fix link under the Related Links on the Problem form.

What do you recommend that they confirm, before submitting the bug report? (Choose two.)

Tester is impersonating a user with communications.manager role

Tester is impersonating the assignee, which has the problem_coordinator role

Tester is impersonating a user with problem_coordinator role

The Fix notes field is filled in and saved

Page 4 of 6

31. What tools are available to the assignee to help resolve an Incident? (Choose two.)

Known Errors

Resolutions from similar incidents

CI Class Manager

Incident Overview Dashboard

Enterprise CMDB Dashboard

32. Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

Processes

Flows

Procedures

Actions

Scripts

33. Which workflow is defined as: Requests approval from a manager of the knowledge base before moving the article to the retired state. The workflow is canceled and the article remains in the published state if any manager rejects the request.

Knowledge C Article Retire

Knowledge C Retire Authorize

Knowledge C Approval Retire

Knowledge C Retire-Approval Required

Knowledge C Instant Retire

34. Which type of catalog item should be used to create an incident record from the portal?

Incident Template

Request Item

Order Guide

Record Producer

35. Incident management includes limited functionality for what advanced reporting capability?

Analytics Dashboards

Performance Analytics

Machine Learning Metrics

KPI Reports

36. Which capability provides visibility to data joined between multiple tables?

Database Views

Metric Tables

Published Reports

Custom Tables

Breakdown Sources

37. Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes.

What baseline Change Model supports this scenario?

Cloud Infrastructure

Automated Changes

Retroactive Changes

Change Registration

Unauthorized Changes

38. In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

Change requests meeting different conditions, like Risk level or Type

Change requests planned within a certain date range

Use any of the options on the Agenda Criteria Tab

Change requests for a certain Change Flow Definition

39. What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

Manage Risk Assessments

Delete CAB Definition

Manage Risk Conditions

Delete Change

Create and manage Approval Policies

40. Which type of catalog item may be found in a Service Catalog?

Requested Items

Order guides

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