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Certified Implementation Specialist - ServiceNow Training and Certification
Preparation Guide for ServiceNow CIS-ITSM Certification Exam
Introduction
The Certified Implementation Specialist - IT Service Management Certification Exam certifies the candidate having skills and essential knowledge to configure, implement, and maintain ServiceNow ITSM application.
The ServiceNow CIS-ITSM certification exam tests the candidate's knowledge and skills in various IT service management areas such as incident management, change management, problem management, service catalog, service level management, and configuration management. The exam consists of 60 multiple-choice questions that need to be answered within 90 minutes. The passing score for the exam is 70% or higher.
NEW QUESTION # 45
Which role is required to close a Problem?
- A. The system automatically closes Problems
- B. problem
- C. itil
- D. puck_from_a_midsummer_nights_dream
- E. itil_admin
Answer: C
Explanation:
Explanation
itil closes problem
itil_admin can delete a problem
NEW QUESTION # 46
The Incident Task [incident_task] table is extended from the _________ table.
- A. Incident [incident]
- B. Task [task]
- C. CMDB [cmdb]
- D. Application File [sys_metadata]
Answer: B
Explanation:
Explanation
Incident extends from Task table
Incident Task also extends from Task
NEW QUESTION # 47
Which of the following is NOT a valid state for problem tasks?
- A. Root Cause Analysis
- B. Assess
- C. Closed
- D. Work in progress
Answer: A
NEW QUESTION # 48
When implementing ServiceNow, deleting demo data and populating foundation data is often the first step.
- A. True
- B. False
Answer: A
NEW QUESTION # 49
How can you remove demo data?
- A. You have to deactivate the ITSM Foundation plugin and activate it again without selecting the "demo data" check box.
- B. You can request that through the HI portal.
- C. In the settings, you can check the "Remove demo data" check box.
- D. You have to go through the tables and select all records and delete them.
Answer: B
Explanation:
Explanation
You can use the HI portal to request removal of demo data. This option is available under Manage Instance module.
NEW QUESTION # 50
Which of the following is NOT a valid OOTB problem view?
- A. Accept Risk Dialog Form View
- B. Root Cause Analysis View
- C. Assess Dialog Form View
- D. Mobile
Answer: B
NEW QUESTION # 51
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?
- A. From the Service
- B. From an Incident record
- C. From the Service Catalog
- D. From an inbound email
Answer: D
NEW QUESTION # 52
Which table is the base class for the Configuration Management Database?
- A. Configuration Item [cmdb_ci]
- B. Asset [asset]
- C. Base Configuration Item [cmdb]
- D. Base Item [cmdb_base_item]
Answer: C
Explanation:
Explanation
Over 500 classes extend Base Configuration Item [cmdb], the base class for CMDB. All technical Configuration Items extend from Configuration Item [cmdb_ci]. Non-technical Configuration Items, such as equipment extend directly from Base Configuration Item.
NEW QUESTION # 53
When does the requested item workflow initiate?
- A. Upon approval of the request
- B. Upon confirmation by the requester
- C. Upon submission of the request
- D. There's no workflow attached to requested items
Answer: A
NEW QUESTION # 54
Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.
- A. State changes to Scheduled. Actual end is set when the State changes to Review.
- B. State changes to Implement. Actual end is set when the State changes to Closed.
- C. State changes to Implement. Actual end is set when the State changes to Review.
- D. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
Answer: B
NEW QUESTION # 55
When can a user (who has no assigned roles in the system) close an incident?
- A. When the user is the Caller or on the Watch list and the incident's State is Resolved.
- B. When the user is the Caller and the incident's State is not already resolved.
- C. When the user is the Caller and the incident's State is Resolved.
- D. When the user is the Caller and the incident's State is not already closed.
Answer: C
NEW QUESTION # 56
What will be the new state once you click on the "Start Fix" button in the problem form?
- A. Fix in progress
- B. Assess
- C. Root Cause Analysis
- D. In Progress
Answer: A
NEW QUESTION # 57
A sales manager wants to edit the opportunities owned by the sales team. The manager does NOT have Edit access to the Opportunity object.
What is a recommended solution?
- A. Redefine the role hierarchy by enabling "grant access using hierarchies."
- B. Change the opportunity's organization-wide default setting to Public Read/Write.
- C. Enable team selling on the Opportunity object to grant Read/Write access.
- D. Create a permission set for Opportunity Edit and associate it to the user record.
Answer: D
NEW QUESTION # 58
Which of the following statements is true regarding the way the "Actual Start Date" is set in the change request form?
- A. This is a required field and the user must set the field manually.
- 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. When the state changes to Implement, the field is populated automatically.
Answer: D
Explanation:
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 # 59
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.
- A. False
- B. True
Answer: A
Explanation:
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.
NEW QUESTION # 60
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The CIS-ITSM certification is recognized globally and is highly valued by employers. It is an excellent way for IT professionals to demonstrate their expertise in ServiceNow ITSM and enhance their career opportunities. Certified individuals can showcase their skills to potential employers, which can lead to higher salaries, more significant responsibilities, and better job prospects.
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