| Exam Code | CIS-ITSM |
| Exam Name | Certified Implementation Specialist - IT Service Management |
| Questions | 197 Questions Answers With Explanation |
| Update Date | July 14,2026 |
| Price |
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Where are the timeframe conditions for sending an SLA breach warning notification defined?
A. SLA definition record
B. Default SLA flow
C. SLA Properties application
D. SLA trigger conditions
Released in Quebec, what tool enables the creation of templates for Catalog Items?
A. Template Builder
B. Template Management
C. Catalog Wizard
D. Catalog Builder
E. Catalog Template Library
Incidents can be created and managed in the workspace, using UI layouts that are tailoredto different personas, processes, and interfaces. Examples include:• Default• Major incidents• Self Service• MobileWhat are these UI layouts called in the Now Platform?
A. Form Layouts
B. Workspaces
C. Forms
D. Form Designs
E. Views
Incidents are stored what table?
A. Incident [incident]
B. Incident [sn_task_incident]
C. Incident [sn_incident]
D. Incident [task_incident]
What is an example of a good use case for an Order Guide?
A. Order a set of Dishes
B. Order a Custom Automobile
C. Order a Technical Consultation
D. Order a Couch
E. Order a case of Laundry Soap
How is granular read and write access for a specific change model defined?
A. Setting Advanced Security to true and applying user criteria
B. Configuring ACL's on the Create New landing page
C. Change properties
D. Configuring ACL's on the chge_model table
Incidents can be created and managed in the workspace using Ul layouts that are tailoredto different personas, processes. and interfaces Examples include:• Default• Major incidents• Self Service• MobileWhat are these Ul layouts called in the Now Platform?
A. Forms
B. Form Designs
C. Form Layouts
D. Views
E. Workspaces
Your customer complains that when their users click on the Configuration Item magnifierfrom the Incident form, that they are overwhelmed by the volume of CIs to choose from.They want to exclude certain types of CIs from the CI lists on the Incident. Problem andChange forms. What do you recommend to your customer?
A. Add a Show field to the base cmdb table: Check the Show box on those CI records theywant to display; make reference qualifier to display only the CIs with show=true
B. Use the Principal CI class checkbox, to identify the CI classes that they want visible onthe Incident, Problem, and Change forms Most Voted
C. Create an Access control to hide the unnecessary CIs from the itil users
D. Make a show/hide UI action to show only the desired CIs to the itil users
Your customer is using the baseline Create Incident Catalog Item and would like to add afew additional input fields. How should you update the catalog item?
A. Edit in Catalog Builder
B. Edit in Item Designer
C. Edit in Catalog Item Designer
D. Edit in Form Designer
Your customer wants to add a notification to the Change - Emergency - Authorize Flow.What is the first thing you would do to meet this requirement?
A. Create a backup of the baseline Change - Emergency - Authorize Flow, and eat thebaseline flow
B. Unpublish the baseline Change - Emergency -Authorize flow
C. Deactivate the baseline Change - Emergency - Authorize flow
D. Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit thenew copy
A problem investigation had been previously closed, because the risk was accepted, infavor of using the workaround, instead of applying the fix. After a couple of weeks, theissue starts to occur more frequently, so management wants to re-visit the root causeanalysis.What would be the next step for this problem?
A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record
Which of the following catalog client script methods will modify the choice list optionsavailable to an end user on a catalog item?
A. onSubmit
B. onLoad
C. onSave
D. onLaunch
When a user submits a service request from a catalog what actions are triggered based onthe flow definition?Choose 3 answers
A. Approvals
B. Notifications
C. Tasks
D. Action Specs
E. Access Controls
What are the Release types available on the baseline release record?
A. Standard, Normal, Prototype, Patch
B. Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
C. Standard, Normal, Emergency
D. Major, Minor Upgrade, Emergency Maintenance, Patch
What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?
A. USM Assignment Lookup Rule
B. Automatic Assignment for ITSM
C. Populate Assignment Group based on Cl/SO
D. Auto-populate ITSM Assignment Groups
What are the components of a Flow Action?
A. Inputs, Processes, Subprocesses, and Outputs
B. Processes, Subprocess and Action Steps
C. Inputs, Action Steps and Outputs
D. Indexes, Processes and Outputs
Which of the following options can a survey administrator define on an individual survey?(Choose two.)
A. The ability for end users to decline survey assignments
B. Number of survey reminder notifications
C. Trigger conditions
D. Anonymize responses
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
A. % Successful Changes
B. Count of Completed Changes per Month, by Change Type
C. % Unauthorized Changes
D. Count of Completed Changes per Month, by Category
Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?
A. Priority Matrix
B. Choice Lists
C. Data Lookup Definitions
D. Priority Rule Definitions
Where should an admin go to view all of the search queries entered by users in the knowledge search?
A. [KD_feedback] table
B. [kb_view] table
C. Knowledge queries application
D. Search logs application
Incident management includes limited functionality for what advanced reporting capability?
A. Machine Learning Metrics
B. Performance Analytics
C. KPl Reports
D. Analytics Dashboards
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?
A Change Landing Page
B. Change Overview
C. Change Interceptor
D. Change Catalog
Which of the following cannot be defined or set through a Catalog UI Policy?
A. Apply a requirement to all form views
B. Setting a variable to mandatory
C. Reverse UI Policy if conditions are false
D. Setting a variable to read-only
What are key relationships between Change and Problem records?Choose 2 answers
A. A Problem must be associated with a Change, before it can be closed
B. Changes which cause incidents should have an associated Problem
C. A Change can cause a Problem
D. Problem can be solved by a Change
What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers
A. Helpful?
B. 10 Star scale
C. Comment on Article
D. Pin Article
E. 5 Star scale
F. Flag Article
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