CIS-ITSM Exam Study Guide Free Practice Test LAST UPDATED DATE Dec 17, 2023
The New CIS-ITSM 2023 Updated Verified Study Guides & Best Courses
Earning the CIS-ITSM certification can bring numerous benefits to IT professionals and their organizations. It demonstrates a strong understanding of IT service management best practices and ServiceNow's capabilities, which can lead to improved job opportunities and career growth. It also provides organizations with confidence that their IT professionals possess the necessary skills to effectively implement and manage ServiceNow ITSM solutions.
NEW QUESTION # 99
A company uses an external system to manage its custom account territory assignments. Every quarter, millions of Accounts may be updated in Salesforce with new Owners when the territory assignments are completed in the external system.
What is the optimal way to update the Accounts from the external system?
- A. Bulk API
- B. Apex REST Web Service
- C. SOAP API
- D. Composite REST API
Answer: B
NEW QUESTION # 100
Catalog item can appear only in one category.
- A. True
- B. False
Answer: B
Explanation:
Explanation
A catalog item can be associated with more than one category.
NEW QUESTION # 101
Which of the following fields in the Choice form specifies the field for which this choice is made?
- A. Dependent value
- B. Element
- C. Field
- D. Value
Answer: B
Explanation:
The Element field in the Choice form is used to specify to which field in the original form should this choice be added.
NEW QUESTION # 102
Configuration changes to the Change Management - CAB Workbench Application must be done in the global scope.
- A. True
- B. False
Answer: B
NEW QUESTION # 103
Which module to use in order to modify the field mapping of the Known Error articles?
- A. Knowledge > Field Mapping
- B. None of the listed answers
- C. Knowledge > Articles > Field Mapping
- D. Knowledge > Administration > Field Mapping
Answer: B
Explanation:
Explanation/Reference:
Explanation:
There's no module for this. You can use csm_table_mapping.list to access and modify the field mapping.
NEW QUESTION # 104
Given the class structure shown below, which types of Cls will be included in a report run against the cmdb_ci_computer table?
- A. Cls defined directly in cmdb_ci_computer and all child classes
- B. Cls defined directly in cmdb_ci_computer and all parent classes
- C. Just Cls defined directly in cmdb_ci_computer
Answer: A
NEW QUESTION # 105
Configuration items (Cls) can be connected to each other. Terms such as Runs on, Depends On, or Contains are examples of a _____________.
- A. CI Dependency
- B. Relationship Type
- C. Related List
- D. CI Attribute
Answer: A
NEW QUESTION # 106
For the majority of catalog items, the customer requires quantity and price to be displayed. However, for one item, the customer would like to omit these two fields.
Which of the following approaches should be used to satisfy this requirement?
- A. Set "Use Cart Layout" to false on the Catalog item and set both "No Quantity" and "Omit Price" in "Cart" to true.
- B. Write a Catalog Client Script for the item and use g_form.setDisplay() to hide each field.
- C. Set both "No Quantity" and "Omit Price in Cart" to true on the Catalog Item.
- D. Cart options are set using system properties and cannot be changed for individual items.
Answer: A
NEW QUESTION # 107
A company has a web page that needs to get Account record information, given its Salesforce record ID, from JavaScript on the page and then display it.
Which method of integration is optimal?
- A. REST API
- B. Apex REST Web Service
- C. SOAP API
- D. Apex SOAP Web Service
Answer: B
NEW QUESTION # 108
Universal Containers has four sales regions: North America, APAC, EMEA, and LATAM. Each sales region is led by a VP of Sales. Each of the VPs wants to have a dashboard emailed to them every Monday morning that contains components with only the data for their region.
How can an administrator meet this requirement?
- A. Create a reporting snapshot and check the dashboard option, scheduled to be delivered on Monday mornings.
- B. Create a separate dashboard with data specific to each sales VP, scheduled to be delivered on Monday mornings.
- C. Create one dashboard using Visualforce to create a filter, scheduled to be delivered on Monday mornings.
- D. Create one dashboard that includes a filter for each region, scheduled to be delivered on Monday mornings.
Answer: B
NEW QUESTION # 109
What is the relationship between User table and Location table?
- A. One-to-one
- B. One-to-many (one location can be assigned to many users)
- C. Many-to-many
- D. One-to-many (one user can have many locations)
Answer: B
Explanation:
A user can have only one location, but the same location can be used for many users.
NEW QUESTION # 110
UC Loans is a small company with a part time Salesforce administrator. UC Loans wants to create a Loan__c record whenever an Opportunity is won.
What is the optimal solution for UC Loans to accomplish this?
- A. Workflow Rule
- B. Process Builder
- C. Quick Action
- D. Apex Trigger
Answer: B
NEW QUESTION # 111
In Problem Management, which element must be edited to modify the field mappings when Knowledge Articles are generated from ACTIVE Problem records?
- A. ProblemUtil Script Include
- B. Problem to Knowledge Transform Map
- C. Problem Create Knowledge Business Rule
- D. Post News or Post Knowledge UI Actions
Answer: C
Explanation:
Explanation
https://[INSTANCE].service-now.com/nav_to.do?uri=sys_script.do?sys_id=877c97b80a0a3c740147ca0a461265 BR Name: "Problem Create Knowledge" BR Condition:
current.problem_state.changesTo(4) && current.knowledge == true
BR Script (snip):
function submitDirect() {
var kb = new GlideRecord("kb_knowledge");
kb.source = current.sys_id;
kb.short_description = current.short_description;
kb.sys_domain = current.sys_domain;
kb.text = current.work_notes.getHTMLValue();
kb.workflow_state = 'draft';
kb.kb_knowledge_base = gs.getProperty("glide.knowman.task_kb", "dfc19531bf2021003f07e2c1ac0739ab"); kb.insert();
NEW QUESTION # 112
In the baseline configuration for service catalog workflows, which of the following statements are true?
(Choose two.)
- A. Approvals will be skipped if there are no members in the approval group.
- B. All Requested items require manager approval.
- C. Execution plans are used instead of workflows.
- D. Requests with a value over $1000 require manager approval.
Answer: B,D
NEW QUESTION # 113
A company represents their customers as Accounts that have an External ID field called Customer_Number__c. They have a custom Order (Order__c) object, with a Lookup to Account, to represent Orders that are placed in their external order management system (OMS). When an order is fulfilled in the OMS, a REST call to Salesforce should be made that creates an Order record in Salesforce and relates it to the proper Account.
What is the optimal way to implement this?
- A. Perform a REST GET on the Account and a REST POST to update the Order__c with the Account's record ID.
- B. Perform a REST PATCH to upsert the Order__c and specify the Account's Customer_Number__c in it.
- C. Perform a REST GET on the Account and a REST PATCH to upsert the Order__c with the Account's record ID.
- D. Perform a REST POST to update the Order__c and specify the Account's Customer_Number__c in it.
Answer: B
NEW QUESTION # 114
In the baseline configuration for change management, how do users access approved Standard Change Templates?
- A. Standard Change Proposal table
- B. Browse for Standard Changes within the Technical Catalog
- C. Apply a template to a new Change form
- D. Standard Change Catalog
Answer: D
NEW QUESTION # 115
Best Practices for using service catalog categories include _____________.
- A. Create many unique Categories to help organize your Catalog.
- B. Create as few Categories as possible.
- C. Organize Categories in a way that your audience will understand.
- D. Use technical language that fulfillers will understand.
Answer: C
Explanation:
NEW QUESTION # 116
On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?
- A. Assignment Group changes from Service Desk to Software Group
- B. State changes from Resolved to Open
- C. Update to an associated Problem Record
- D. Submission of an Incident by the same Caller with an identical Short Description
Answer: B
Explanation:
NEW QUESTION # 117
What is the relationship between User table and Role table?
- A. One-to-one
- B. Many-to-many
- C. One-to-many (one user can have many roles)
- D. One-to-many (one role can be assigned to many users)
Answer: B
Explanation:
Explanation
One user can have many roles and a role can be assigned to many users.
NEW QUESTION # 118
A Parent Incident is updated to reflect a new Priority and a new Assignment Group. Which of the following represents corresponding updates made automatically to child Incidents?
- A. No automatic updates are made to child Incidents
- B. The new Priority and Assignment Group are set on Active child Incidents
- C. Only the Priority is set on child Incidents
- D. The new Priority and Assignment Group are set on child Incidents
Answer: A
Explanation:
Explanation
Page 95 in course materials
Priority and Assignment group on Parent Incident don't update Child Incidents State, Close Notes, Close Code, Comments, and Work Notes may be updated on Child Incident based on Parent Incident update
NEW QUESTION # 119
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