Achive your Success with Latest ServiceNow CIS-ITSM Exam [Mar 02, 2023]
The CIS-ITSM Exam Test For Brief Preparation
NEW QUESTION 124
Which table does the Incident table extend from?
- A. case
- B. base_incident
- C. task
- D. ci_incident
Answer: C
NEW QUESTION 125
Recently a Salesforce org's integration failed because it exceeded the number of allowed API calls in a
24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?
- A. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
- B. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
- C. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
- D. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
Answer: C
NEW QUESTION 126
A user changes roles from an EMEA sales representative to a US sales representative.
How will this impact the ownership-based sharing rules for the user's records?
- A. None of the ownership-based sharing rules are recalculated.
- B. This will only affect ownership-based sharing rules if the user moves up in the role hierarchy.
- C. This will affect the ownership of records for standard objects but NOT custom objects.
- D. All of the ownership-based sharing rules are recalculated.
Answer: D
NEW QUESTION 127
Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.
How does this action meet the requirement?
- A. The junction object allows the administrator to add a workflow rule to update fields on the Position and Applicant objects.
- B. A lookup relationship on the Applicant object with Position as the master provides roll-up summary fields without code.
- C. The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.
- D. The Job Application object as a master to Position and Applicant objects will allow roll-up summary fields on the Position and Applicant objects.
Answer: C
NEW QUESTION 128
Which of the following is the goal of problem management?
- A. Restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
- B. Manage improvement to IT processes and services in order to increase efficiency, effectiveness, and cost-effectiveness.
- C. Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment.
- D. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize impact of incidents that cannot be prevented.
Answer: D
Explanation:
Explanation
Action and Value Implementing Problem Management can help you:
Prevent Problems and resulting Incidents from happening
Eliminate recurring Incidents *
Minimize the impact of Incidents
ITIL definition:
The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information Technology Infrastructure Library defines a problem as the cause of one or more incidents.
NEW QUESTION 129
The Standard Change Template [std_change_record_producer] table is extended from the _____________ table.
- A. Template [sys_template]
- B. Task [task]
- C. Record Producer [sc_cat_item_producer]
- D. Change Request [change_request]
Answer: C
NEW QUESTION 130
Which of the following functions is NOT enabled by the Change advisory board (CAB) workbench?
- A. Document meeting notes and share with attendees
- B. View a calendar of planned changes
- C. Define a schedule and related logistics for CAB meetings
- D. Provide video and chat capabilities during CAB meetings
Answer: B
Explanation:
Explanation
The Workbench allows Change Managers to:
* Schedule a series of CAB meetings
* Manage meeting invitations and track meeting attendance
* Define CAB meeting agendas
* View a Change calendar
* Approve or reject Changes
* Review and take meeting notes
NEW QUESTION 131
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. A Custom Report Type and a report Lightning Component on the Community Home Page.
- B. A Visualforce page that uses a Custom Controller that specifies without sharing to expose the records.
- C. An Apex Trigger that creates Apex Managed Sharing records based on the junction object's relationships.
- D. A Custom List View on the junction object with filters that will show the proper records based on owner.
Answer: D
NEW QUESTION 132
Which ServiceNow feature allows users to contact the Service Desk agents using Chat Queues and allows Service Desk agents to open Incidents directly from Chat sessions with users?
- A. Embedded Help
- B. Social Q&A
- C. Connect Support
- D. Employee Self-Service
Answer: C
NEW QUESTION 133
In the baseline configuration, ONLY Emergency Changes require a PostImplementation Review (PIR).
- A. False
- B. True
Answer: A
NEW QUESTION 134
In the baseline platform configuration of Change Management, which of the following are controlled by the Change Request - Normal workflow?
- A. Approvals, Notifications, Rollback
- B. Risk Assessment, Change Task generation, Approvals
- C. CAB Approvals, Conflict checking, Notifications
- D. Approvals, Conflict Checking, Change Task Generation
Answer: A
NEW QUESTION 135
User Criteria is used to determine who may order Items in a Service Catalog Category.
- A. True
- B. False
Answer: A
Explanation:
Explanation
User Criteria determine who may request items in a Service Catalog Category or who may request individual Catalog Items. User Criteria sets filters and conditions for access based on attributes associated with a user record, such as Department, location, Company, Manager, etc.
NEW QUESTION 136
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won.
The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)
- A. Workflow monitor
- B. System audit trail
- C. Debug log
- D. Email log
Answer: C,D
NEW QUESTION 137
Which two permissions need to be enabled to set up entitlement management, including milestones, entitlement processes, and entitlement templates? (Choose two.)
- A. Manage Entitlements
- B. Customize Application
- C. Customize Entitlements
- D. Manage Milestones
Answer: A,B
NEW QUESTION 138
Which table does the "Knowledge Base" table extend from?
- A. task
- B. None of the listed answers
- C. kb_knowledge_core
- D. kb_knowledge
Answer: B
Explanation:
Explanation
Knowledge Base table doesn't extend from any other table.
NEW QUESTION 139
Which of the following roles can delete a problem task? (Choose all that apply.)
- A. problem_task_analyst
- B. admin
- C. problem_admin
- D. itil
- E. problem_manager
Answer: B,C
NEW QUESTION 140
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Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Number of Questions: 65 Questions
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
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.
Exam type: Multiple Choice Questions
Exam Price: $150 (USD)
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.
Duration: 90 minutes
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%
- Change and Release Management: 25%
- Problem Management: 10%
- Knowledge Management: 10%
- Request Fulfillment Management: 25%
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
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
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
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.
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