CIS-ITSM Practice Test Questions Answers Updated 430 Questions
CIS-ITSM dumps & ServiceNow Certification Sure Practice with 430 Questions
Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
- Multiple Response Multiple-choice questions: Two or More 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.
Exam Preparation
Questions in the exam are based on official training material provided by ServiceNow over different official platforms. Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.
On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.
Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals
- Automated Test Framework (ATF) Fundamentals (On-demand)
- ServiceNow Fundamentals (ILT)
- Knowledge Management Implementation (On-demand)
- Knowledge Management Fundamentals (On-demand)
- Service Portal Fundamentals (On-demand)
- CIS-IT Service Management Exam Prep
- Major Incident Management (On-demand)
- Mobile Development Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- ServiceNow Platform Implementation (ILT)
Candidates can get the details for these pieces of training on Now Learning portal
The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination
- At least six months of hands-on experience working on ServiceNow Platform
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
- General familiarity with industry terminology, acronyms, and initial-isms
Scope
This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.
NEW QUESTION 242
It is possible to create two different sets of priority rules for incidents and problems.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 243
Which of the following CANNOT be performed by catalog_editor role?
- A. Update Catalog Definition
- B. Maintain Catalog Item
- C. Update Catalog.manager
- D. Maintain Categories
Answer: C
Explanation:
Explanation
Update Catalog.manager can be done by a user with role catalog_manager.
NEW QUESTION 244
What is the relationship between User table and Role table?
- A. One-to-one
- B. One-to-many (one user can have many roles)
- C. One-to-many (one role can be assigned to many users)
- D. Many-to-many
Answer: D
Explanation:
One user can have many roles and a role can be assigned to many users.
NEW QUESTION 245
In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.
The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings Where should this be changed in the platform?
- A. Client Script
- B. System Property
- C. Priority Data Lookups Table
- D. Priority Calculation Business Rule
Answer: C
NEW QUESTION 246
Which module to use in order to modify the field mapping of the Known Error articles?
- A. None of the listed answers
- B. Knowledge > Administration > Field Mapping
- C. Knowledge > Articles > Field Mapping
- D. Knowledge > Field Mapping
Answer: A
Explanation:
There's no module for this. You can use csm_table_mapping.list to access and modify the field mapping.
NEW QUESTION 247
Catalog item can appear only in one category.
- A. True
- B. False
Answer: B
Explanation:
A catalog item can be associated with more than one category.
NEW QUESTION 248 
Consider the above trigger intended to assign the Account to the manager of the Account's region.
Which two changes should a developer make in this trigger to adhere to best practices? (Choose two.)
- A. Move the Region__c query to outside the loop.
- B. Use a Map accountMap instead of List accountList.
- C. Use a Map to cache the results of the Region__c query by Id.
- D. Remove the last line updating accountList as it is not needed.
Answer: B,C
NEW QUESTION 249
Can a group have a parent group?
- A. No
- B. Yes
Answer: B
NEW QUESTION 250
A company has a custom object, Sales Demo Request, that has a lookup to an Opportunity. It is required that a Sales Demo Request record be created when an Opportunity's Probability is greater than 50%.
What is the optimal way to automate this?
- A. Build a Flow on Opportunity.
- B. Create a Workflow on Opportunity.
- C. Build a Process on Opportunity.
- D. Use an Apex Trigger on Opportunity.
Answer: D
NEW QUESTION 251
Which of the following columns get copied from the incident when creating a problem according to the OOTB implementation? (Choose all that apply.)
- A. Configuration Item
- B. Subcategory
- C. Impact
- D. Contact type
- E. Assigned
Answer: A,B,C
NEW QUESTION 252
Change management uses the workflow engine by default to _____________. (Choose three.)
- A. Manage approvals
- B. Close related tasks
- C. Send notifications
- D. Manage SLAs
- E. Generate change tasks
Answer: A,D,E
NEW QUESTION 253
Which of the following tables extend the task table? (Choose four.)
- A. Requested Item [sc_req_item]
- B. Change Request [change_request]
- C. Configuration Item [cmdb_ci]
- D. Incident Task [incident_task]
- E. Incident [incident]
Answer: A,B,D,E
NEW QUESTION 254
A company represents their customers as Accounts in Salesforce. All customers have a unique Customer_Number__c that is unique across all of the company's systems. They also have a custom Invoice__c object, with a Lookup to Account, to represent invoices that are sent out from their external system. This company wants to integrate invoice data back into Salesforce so Sales Reps can see when a customer is paying their bills on time.
What is the optimal way to implement this?
- A. Ensure Customer_Number__c is an External ID and that a custom field Invoice_Number__c is an External ID and Upsert invoice data nightly.
- B. Create a cross-reference table in the custom invoicing system with the Salesforce Account ID of each Customer and insert invoice data nightly.
- C. Query the Account Object upon each call to insert invoice data to fetch the Salesforce ID corresponding to the Customer Number on the invoice.
- D. Use Salesforce Connect and external data objects to seamlessly import the invoice data into Salesforce without custom code.
Answer: A
NEW QUESTION 255
Field Decorations are controlled by the "ref_contributions" attribute.
- A. True
- B. False
Answer: A
NEW QUESTION 256
What are three benefits of using declarative customizations over code? (Choose three.)
- A. Declarative customizations are not subject to governor limits.
- B. Declarative customizations do not require user testing.
- C. Declarative customizations cannot generate run time errors.
- D. Declarative customizations will automatically update with each Salesforce release.
- E. Declarative customizations generally require less maintenance.
Answer: A,D,E
NEW QUESTION 257
Which statement is NOT true about reporting on catalog item variables?
- A. Reports can be grouped by variables from a selected catalog item.
- B. The Variables column can be added to list reports if variables are available for the selected table/data source.
- C. Database views are required to report on catalog item variables.
- D. Reports can be stacked by variables from a selected catalog item.
Answer: C
NEW QUESTION 258 
Consider the Apex class above that defines a RemoteAction used on a Visualforce search page.
Which code snippet will assert that the remote action returned the correct Account?
Account a = controller.getAccount('TestAccount');
- A. System.assertEquals( 'TestAccount', a.Name );
- B. Account a = remote.getAccount('TestAccount');
System.assertEquals( 'TestAccount', a.Name );
MyRemoter remote = new MyRemoter('TestAccount'); - C. Account a = remote.getAccount();
System.assertEquals( 'TestAccount', a.Name );
Account a = MyRemoter.getAccount('TestAccount'); - D. System.assertEquals( 'TestAccount', a.Name );
MyRemoter remote = new MyRemoter();
Answer: A
NEW QUESTION 259
Which of the following roles can delete a problem task? (Choose all that apply.)
- A. problem_admin
- B. problem_manager
- C. problem_task_analyst
- D. admin
- E. itil
Answer: A,D
NEW QUESTION 260
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 261
An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.
Which set of steps should be taken to merge these accounts using the Salesforce merge feature?
- A. Merge the duplicate accounts and check the box that optionally merges the duplicate contacts.
- B. Merge the duplicate accounts and the duplicate contacts will be merged automatically.
- C. Merge the duplicate accounts and then merge the duplicate contacts.
- D. Merge the duplicate contacts and then merge the duplicate accounts.
Answer: C
NEW QUESTION 262
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