ServiceNow CIS-ITSM Exam Questions Instant Access

Question 1

Which change request fields are mandatory to transition from Review to Closed in the base platform configuration? (Choose 2 options)

AClosed by

BClose code

CClose notes

DClosed

Answer : B, C

In the ServiceNow Change Management base platform configuration, the transition from the Review state to the Closed state requires specific documentation of the outcome.

Close code (B): This field is used to categorize the result of the change (e.g., Successful, Successful with Issues, or Unsuccessful).

Close notes (C): This is a mandatory text field where the implementer provides a summary of the implementation and any post-implementation observations.

While 'Closed by' and 'Closed' (date/time) are important for auditing, they are typically system-populated automatically when the state changes to Closed and are not manual requirements for the user to fill out to trigger the state transition.

Question 2

Which platform role can create service portfolios and taxonomy nodes?

Aportfolio_viewer

Bportfolio_editor

Cportfolio_admin

Dportfolio_manager

Answer : C

The portfolio_admin role in ServiceNow has the necessary permissions to create service portfolios and manage taxonomy nodes. This role provides the highest level of access for managing the structure and content of service portfolios, enabling the user to organize services and offerings in a way that aligns with business goals.

Documentation reference: Service Portfolio Management Roles.

Question 3

When customers ask to move existing service requests (catalog items) from other platforms, what is a good practice to follow?

AMaintain the same catalog structure as they implemented previously

BMove each one over, ensuring that each new item has its own unique workflow

CNotify all existing users and solicit input on the new catalog items

DReview existing items to identify commonalities, to see if items may be combined

EWhenever possible combine existing items into order guides

Answer : D

According to ServiceNow Service Catalog best practices, migrating 'as-is' from a legacy system often carries over inefficient processes and 'catalog sprawl.' The recommended approach is to Review existing items to identify commonalities. By doing so, administrators can use Variables and Variable Sets to create dynamic, flexible items that serve multiple purposes. This reduces the total number of items to maintain, simplifies the user experience, and ensures that the catalog remains scalable. Combining items based on shared workflows or data requirements is more efficient than simply grouping them into Order Guides or maintaining redundant, individual items.

Question 4

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

Acatalog_manager

Bcatalog_admin

Cuser_criteria_admin

Dcatalog_editor

Answer : B, C

Question 5

Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:

* Default

* Major incidents

* Self Service

* Mobile

What are these Ul layouts called in the Now Platform?

AForms

BForm Designs

CForm Layouts

DViews

EWorkspaces

Answer : D

Question 6

How are Features related to Products and Releases?

AProducts have associated features, which are organized into releases

BProducts use features to define release types

CFeatures are included in releases, not associated with products

DEmergency releases can include products and features

Answer : A

Question 7

When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?

Choose 2 answers

Asn_incident_write

Bsn_incident_insert

Csn_incident_update

Dsn_incident_read

Answer : B, C

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