ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM Exam Questions

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Total 184 questions
Question 1

Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.

Which roles would enable you to make these required changes?

Choose 2 answers



Answer : B, C


Question 2

Which field from the configuration item will automatically populate in the Assignment group field of a problem record?



Answer : B


Question 3

The State field tracks the current status of a problem record. Each state has a label, value, and constant. For the Fix in Progress state:

* Label: Fix in Progress

* Value: 104

* Constant: ProblemState.FIX_IN_PROGRESS

Which script is used to add a pre-requisite for transitioning from the Fix in Progress state?



Answer : B

In ServiceNow's Problem Management application, state transitions and their associated logic are governed by Script Includes. Following ServiceNow's architectural best practices, the logic is split into two parts:

ProblemStateUtilsSNC: This contains the read-only, 'out-of-the-box' (OOTB) logic provided by ServiceNow.

ProblemStateUtils (B): This script include extends the SNC version and is intended for customer customizations.

If an administrator needs to add a custom pre-requisite (such as ensuring a specific field is filled or a related record is closed) before a problem can move out of the Fix in Progress state, they must modify the ProblemStateUtils script. This ensures that their changes are preserved during platform upgrades.


Question 4

When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)



Answer : A, D


Question 5

A new Problem Coordinator accidentally created several problem investigations that need to be deleted.

What role is required to delete a problem record?



Answer : A


Question 6

In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.

When you click the Re-Analyze button, what state Is set on the problem record?



Answer : B


Question 7

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?



Answer : A


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Total 184 questions