ServiceNow CIS-ITSM Exam Questions Instant Access

Question 1

A manager asks how to determine which Incidents were routed to multiple groups before being resolved. What field could this manager add to their list view or report filter criteria to identify these records?

AOn call escalation count

BActivity stream

CReopen count

DAssignment group count

EReassignment count

Answer : E

In ServiceNow ITSM, the Reassignment count field (found on the incident table) is an integer field that automatically increments every time the Assignment group is changed. This field is specifically designed to measure 'bounce' or 'ping-pong' effects between different support tiers or departments. By filtering for records where Reassignment count > 1, a manager can easily identify Incidents that were routed to multiple groups before reaching a resolution, which is a key metric for measuring First Call Resolution (FCR) and routing efficiency.

Question 2

What role do you need to delete an incident record?

Aincident_manager

Bitil_admin

Cservice_owner

Ditil

Answer : B

In the standard ServiceNow security model for ITSM, the ability to delete records is highly restricted to prevent data loss and maintain the audit trail. While the itil role allows users to create and update incidents, and the incident_manager role allows for the oversight of the incident process, neither has the out-of-the-box permission to delete Incident records. The itil_admin role is specifically designed to grant elevated permissions---including the deletion of incidents---without requiring the full system admin role. This ensures a 'least privilege' approach while still allowing administrative cleanup of the Incident table.

Question 3

What function can a user with only the ITIL role perform in the Major Incident process?

APublish Major Incident communication updates

BResolve a Major Incident

CPropose a Major Incident candidate

DPromote a Major Incident candidate

Answer : C

The Major Incident Management (MIM) workflow has specific role restrictions to ensure high-visibility issues are handled by authorized personnel.

Proposing a Major Incident (C) is a function available to any user with the itil role. This allows technical staff to flag a critical issue they believe meets Major Incident criteria.

Promoting (D) a candidate to a full Major Incident or Resolving (B) one requires the major_incident_manager role.

Publishing updates (A) typically requires the communications_manager or major_incident_manager role.

Therefore, the ITIL user acts as the 'eyes on the ground' who identifies and proposes potential major incidents for review.

Question 4

In request fulfillment, approvals may be required before completing a request. A customer is concerned about requests becoming delayed if the approver is absent for an extended period. What can be suggested to alleviate this concern? (Choose 2 options)

AThe approver can auto-reply with 'approved' in the subject line.

BThe approval can be defined as a group approval.

CThe approver can leverage the delegation functionality.

DThe approver can forward approval notifications to their manager.

Answer : B, C

To ensure business continuity in Request Fulfillment, ServiceNow provides two primary architectural solutions:

Group Approvals (B): Instead of assigning an approval to a single individual, the approval task is sent to a group (e.g., 'Finance Directors'). Any member of that group can approve the request, ensuring that the absence of one person does not stall the workflow.

Delegation (C): ServiceNow includes a native Delegate feature (located in the User Profile). A user can designate another user to receive their approvals, notifications, and meeting invitations for a specific period. When a user is delegated, the system automatically routes the approval to the delegate, preventing delays during planned or unplanned absences.

Question 5

A new problem manager wants a high level view of the activities in problem management.

What module do you recommend?

AProblem > Dashboard

BProblem > Overview

CProblem > Process Health Dashboard

DProblem > Homepage

EITIL Manager > Homepage

Answer : B

Question 6

What baseline Change Flows support the baseline Normal Change model?

AChange - Normal - Assess- Change - Normal -Authorize- Change- Normal-Close. Change - Implementation tasks

BChange - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks

CChange-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks

DChange - Normal - New Change - Normal - Review, Change - Normal - Close. Change - implementation tasks

Answer : C

Question 7

Which service types can be managed through the scope of Service Portfolio Management?

Choose 2 answers

ABusiness service

BApplication service

CMobile service

DTechnical service

Answer : A, B

ServiceNow Service Portfolio Management primarily manages Business Services and Application Services. A Business Service refers to services that support business processes or provide value to the customer, while Application Services are services provided by software applications. These services are tracked and managed to ensure they align with organizational objectives. Mobile Service and Technical Service are more specialized or less commonly grouped within the Service Portfolio scope.

Refer to Service Portfolio Management for further understanding.

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