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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.
- Request Fulfillment Management: 25%
- Change and Release Management: 25%
- Problem Management: 10%
- Knowledge Management: 10%
- Configuration Management Database: 5%
For each ITSM application, the candidate must know the following for each module
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
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
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
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
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.
NEW QUESTION 52
Which method should be used to convert a Date to a String in the current user's locale?
- A. Date.format
- B. String.valueOf
- C. Date.parse
- D. String.format
Answer: B
NEW QUESTION 53
What will be the new state once you click on the "Start Fix" button in the problem form?
- A. In Progress
- B. Fix in progress
- C. Root Cause Analysis
- D. Assess
Answer: B
Explanation:
Explanation
NEW QUESTION 54
The purpose of Change Management in ServiceNow is to plan and manage releases and make sure software deployments are done correctly.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Change Management should not be used as a release management tool. It is not meant to be so.
NEW QUESTION 55
An environment has two Apex Triggers: an after-update trigger on Account and an after-update trigger on Contact. The Account after-update trigger fires whenever an Account's address is updated, and it updates every associated Contact with that address. The Contact after-update trigger fires on every edit, and it updates every Campaign Member record related to the Contact with the Contact's state.
Consider the following: A mass update of 200 Account records' addresses, where each Account has 50 Contacts. Each Contact has 1 Campaign Member. This means there are 10,000 Contact records across the Accounts and 10,000 Campaign Member records across the contacts.
What will happen when the mass update occurs?
- A. The mass update will fail, since the two triggers fire in the same context, thus exceeding the number of records processed by DML statements.
- B. The mass update of Account address will succeed, but the Contact address updates will fail due to exceeding number of records processed by DML statements.
- C. There will be no error, since each trigger fires within its own context and each trigger does not exceed the limit of the number of records processed by DML statements.
- D. There will be no error, since the limit on the number of records processed by DML statements is 50,000.
Answer: C
NEW QUESTION 56
Best Practices for using service catalog categories include _____________.
- A. Create as few Categories as possible.
- B. Organize Categories in a way that your audience will understand.
- C. Create many unique Categories to help organize your Catalog.
- D. Use technical language that fulfillers will understand.
Answer: B
NEW QUESTION 57
When documenting requirements, it is important to include the customer preferred designed choices.
- A. True
- B. False
Answer: B
Explanation:
Explanation
It is not recommended to include design choices in the requirements documents.
NEW QUESTION 58
Which of the following are valid channels to create incidents? (Choose three.)
- A. Support Chat
- B. SMS
- C. Service portal
- D. Inbound Email
- E. Social Media
Answer: A,C,D
Explanation:
Explanation
SMS & Social media are not OOTB channels to create incidents.
NEW QUESTION 59
When does the requested item workflow initiate?
- A. Upon submission of the request
- B. There's no workflow attached to requested items
- C. Upon confirmation by the requester
- D. Upon approval of the request
Answer: D
NEW QUESTION 60
Which of the following are valid ways to change a problem's state to Closed? (Choose all that apply.)
- A. Empty the "Assigned to" the "Assignment group" fields.
- B. Automatically 10 days after being resolved.
- C. Click on the Complete button.
- D. Manually change the state to Closed.
- E. Automatically 7 days after being resolved.
Answer: C
Explanation:
In the baseline instance, there's no automatic closure of problems. Users cannot change the state from the State field because it is disabled. User should click on the Complete button.
NEW QUESTION 61
The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with the account. The manager wants to use this field as part of an email marketing segmentation strategy.
How can this requirement be met?
- A. Create a roll-up summary field that counts the number of contacts and displays the count on the account.
- B. Create a custom field on the account. Use an Apex trigger to update the field when contacts are added or deleted.
- C. Create a custom field on the account. Use a workflow rule to update the field when contacts are added or deleted.
- D. Create a custom formula field on the account using the count() function to count the number of related contacts.
Answer: B
NEW QUESTION 62
Which of the following record types would you use in order to set up a new hired employee?
- A. Order Guide
- B. Catalog Item
- C. Content Item
- D. Record Producer
Answer: A
Explanation:
Explanation
Because setting up a new hired employee involves serveral requests like getting a laptop, installing software,
...etc and Order Guide should be used to combine several requests.
NEW QUESTION 63
A developer built a Component to be used at the front desk for guests to self-register upon arrival at a kiosk.
The developer is now asked to create a Component for the Utility Tray to alert Users whenever a guest has arrived at the front desk.
What should be used?
- A. DML Operation
- B. ChangeLog
- C. Component Event
- D. Application Event
Answer: D
NEW QUESTION 64
In the baseline configuration of change management, which fields and records are included when the Copy Change UI action is used to copy a change request?
- A. Backout plan, Category, Change Type, Attachments, Work notes.
- B. Configuration item, Change Tasks, Risk, Backout plan, Category.
- C. Configuration item, Change Tasks, Approvals, Risk, Attachments.
- D. Change Tasks, Impact, Attachments, Planned start date, Risk.
Answer: B
NEW QUESTION 65
When does a State of On Hold pause an SLA?
- A. Never
- B. Depends upon the SLA conditions
- C. Always
Answer: B
NEW QUESTION 66
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. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
- B. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
- C. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
- D. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
Answer: B
Explanation:
Explanation
NEW QUESTION 67
What is a benefit of JavaScript remoting over Visualforce Remote Objects?
- A. Supports complex server-side application logic.
- B. Does not require any Apex code.
- C. Allows for specified re-render targets.
- D. Does not require any JavaScript code.
Answer: A
NEW QUESTION 68
Sometimes events on Salesforce need to be handled by an external system due to the scale or type of process being executed. Consider the use case of a user in Salesforce needing to get pricing for an order they are building in Salesforce while on the phone with a customer.
The pricing logic already exists in a third-party system. Instead of recreating this logic in Salesforce, it will be leveraged by making a request of the third-party system. The response, in this case the pricing, will be returned and stored back in Salesforce.
What is the optimal solution?
- A. An ETL tool to process batches of newly saved Orders every few minutes to store the pricing back in Salesforce
- B. A Process Builder process and Outbound Message to fetch the pricing upon save and store the pricing in Salesforce
- C. A Visualforce page that can make a real-time Apex callout to display and save the pricing back in Salesforce
- D. An Apex trigger that upon saving the Order will make a real-time Apex callout, saving the pricing back in Salesforce
Answer: D
NEW QUESTION 69
One of the following is NOT a valid option in the "Content type" field in the Content item form.
- A. KB Article
- B. Catalog Content
- C. Internal Content
- D. External Content
Answer: C
NEW QUESTION 70
Which of the following plugins is needed in order to add a survey when calculating risk in change requests?
- A. Change Management - Additional Factors
- B. Change Management - Risk Survey
- C. No additional plugin is needed to add additional factors to calculate risk
- D. Change Management - Risk Assessment
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 71
What should you do to customize the fields that get copied from incident when creating a problem from an incident?
- A. Modify the UI Action script that is used to create problem.
- B. Modify the "com.snc.problem.copy_from_incident.attributes" property in Problem properties.
- C. Modify the "com.snc.problem.create_from_incident.attributes" property in Problem properties.
- D. Modify the "com.snc.incident.create_problem.attributes" property in Incident properties.
Answer: C
NEW QUESTION 72
According to ServiceNow, ChangeRequestStateModel_standard script include is meant to be modified by customers.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 73
Which of the following statements is true regarding operations that can be performed by nobody?
- A. Nobody can perform these operations except the admin and the knowledge admin.
- B. Nobody can perform these operations even the admin.
- C. Nobody can perform these operations except the admin and anyone specified by the admin.
- D. Nobody can perform these operations except the admin.
Answer: B
NEW QUESTION 74
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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.
CIS-ITSM Dumps PDF and Test Engine Exam Questions: https://tesking.pass4cram.com/CIS-ITSM-dumps-torrent.html