Certified Implementation Specialist IT Service Management Practice Test

Servicenow-CIS-ITSM Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Test Detail:
The ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) examination is designed to assess the knowledge and skills of professionals working with ServiceNow in the field of IT Service Management. Below is a detailed description of the test, including the number of questions and time allocation, course outline, exam objectives, and exam syllabus.

Number of Questions and Time:
The exact number of questions and time allocation for the ServiceNow CIS-ITSM exam may vary, as the exam is periodically updated by ServiceNow. Typically, the exam consists of multiple-choice questions, and candidates are given a specific time limit to complete the test. The duration of the exam is generally around 90 to 120 minutes.

Course Outline:
The ServiceNow CIS-ITSM certification covers a comprehensive set of topics related to IT Service Management and the implementation of ServiceNow ITSM solutions. The course outline typically includes the following areas:

1. IT Service Management Overview:
- Introduction to IT Service Management (ITSM) concepts and best practices.
- Understanding IT service lifecycle stages (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement).
- ServiceNow's role in supporting ITSM processes.

2. ServiceNow ITSM Implementation:
- ServiceNow platform overview and architecture.
- Key ITSM modules and their functionalities.
- ServiceNow ITSM implementation lifecycle and methodologies.
- ServiceNow configuration and customization options.

3. ITSM Process Configuration:
- Incident Management: Handling and resolving incidents.
- Problem Management: Identifying and resolving underlying problems.
- Change Management: Managing changes to the IT environment.
- Service Catalog Management: Defining and managing service offerings.
- Request Fulfillment: Handling service requests.
- Knowledge Management: Capturing and sharing knowledge within the organization.
- Service Level Management: Monitoring and managing service levels and agreements.
- Service Portfolio Management: Defining and maintaining the service portfolio.

4. Integration and Reporting:
- Integration of ServiceNow with other IT systems and tools.
- Configuration of dashboards and reports for ITSM metrics and performance monitoring.

Exam Objectives:
The objectives of the ServiceNow CIS-ITSM exam are to assess the candidate's knowledge and skills in the following areas:

1. Understanding ITSM concepts, frameworks, and best practices.
2. Knowledge of the ServiceNow platform and its ITSM modules.
3. Ability to configure and customize ServiceNow ITSM processes.
4. Proficiency in implementing ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog Management.
5. Understanding of integration options and reporting capabilities in ServiceNow ITSM.

Exam Syllabus:
The ServiceNow CIS-ITSM exam syllabus outlines the specific topics and competencies covered in the exam. The syllabus typically includes the following areas:

- IT Service Management Overview
- ServiceNow Platform and Architecture
- Incident Management
- Problem Management
- Change Management
- Service Catalog Management
- Request Fulfillment
- Knowledge Management
- Service Level Management
- Service Portfolio Management
- Integration and Reporting

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Servicenow-CIS-ITSM
Certified Implementation Specialist IT Service Management
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Question: 421
Leads come to Universal Containers from various sources and need to be assigned to the correct sales team. When a lead comes from the APAC region, it can be passed to
an external partner if the Sales Director approves the transfer. The partners channel manager must be notified when the partner has been assigned the lead.
Which combination of automation tools is needed to meet minimally these requirements?
A. Assignment rules and approval processes
B. Assignment rules, approval processes, and workflow rules
C. Assignment rules and workflow rules
D. Assignment rules, auto-response rules, and workflow rules
Answer: B
Question: 422
An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.
Which set of steps should be taken to merge these accounts using the Salesforce merge feature?
A. Merge the duplicate contacts and then merge the duplicate accounts.
B. Merge the duplicate accounts and the duplicate contacts will be merged automatically.
C. Merge the duplicate accounts and check the box that optionally merges the duplicate contacts.
D. Merge the duplicate accounts and then merge the duplicate contacts.
Answer: D
Question: 423
Which two values roll up the hierarchy to the manager for Collaborative forecasting? (Choose two.)
A. Product quantity
B. Quota amount
C. Opportunity amount
D. Expected revenue
Answer: BC
Question: 424
An administrator has been asked to grant read, create and edit access to the product object for users who currently have the standard marketing user profile.
Which two approaches could be used to meet this request? (Choose two.)
A. Create a new profile for the marketing users and change the access levels to read, create and edit for the product object.
B. Change the access levels in the marketing user standard profile to read, create and edit for the product object.
C. Create a permission set with read and write access for the product object and assign it to the marketing users.
D. Create a permission set with read, create and edit access for the product object and assign it to the marketing users.
Answer: AD
Question: 425
The sales team has requested that a new field called Current Customer be added to the Accounts object. The default value will be "No" and will change to "Yes" if any
related opportunity is successfully closed as won.
What can an administrator do to meet this requirement?
A. Configure Current Customer as a roll-up summary field that will recalculate whenever an opportunity is won.
B. Use an Apex trigger on the Account object that sets the Current Customer field when an opportunity is won.
C. Use a workflow rule on the Opportunity object that sets the Current Customer field when an opportunity is won.
D. Configure Current Customer as a text field and use an approval process to recalculate its value.
Answer: C
Question: 426
Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.
How can an administrator meet this requirement?
A. Create a new profile and role for the subset of users with the View All Data permission.
B. Create a permission set with the View All Data permission for the subset of users.
C. Enable the View All Data permission for the roles of the subset of users.
D. Assign delegated administration to the subset of users to View All Data.
Answer: B
Question: 427
How can an administrator ensure article managers use specified values for custom article fields?
A. Create a formula field on the article.
B. Require a field on the page layout.
C. Use field dependencies on article types.
D. Create different article types for different requirements.
Answer: C
Question: 428
A user has a profile with read-only permissions for the case object.
How can the user be granted edit permission for cases?
A. Create a permission set with edit permissions for the case object.
B. Create a sharing rule on the case object with read/write level of access.
C. Create a public group with edit permissions for the case object.
D. Add the user in a role hierarchy above users with edit permissions on the case object.
Answer: A
Question: 429
Which three actions can occur when an administrator clicks "Save" after making a number of modifications to Knowledge data categories in a category group and changing
their positions in the hierarchy? (Choose three.)
A. Users are temporarily locked out of their ability to access articles.
B. Users may temporarily experience performance issues when searching for articles.
C. The contents of the category drop-down menu change.
D. The articles and questions visible to users change.
E. The history of article usage is reset to zero utilization.
Answer: ADE
Question: 430
What are three capabilities of Collaborative forecasting? (Choose three.)
A. Rename categories
B. forecast using opportunity splits
C. Overlay quota
D. Add categories
E. Select a default forecast currency setting
Answer: ABE
Question: 431
Universal Containers wants customers who buy the freight Container product to be billed in monthly installments.
How should an administrator meet this requirement?
A. Create a default quantity schedule on the product.
B. Create a default revenue schedule on the product.
C. Create a workflow rule on the product.
D. Create custom fields on the product.
Answer: B
Question: 432
Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)
A. Data Loader
B. Salesforce Extensions for Visual Studio Code
C. Change sets
D. Ant Migration Tool
Answer: BC
Question: 433
An administrator wants to allow users who are creating leads to have access to the find Duplicates button.
Which lead object-level permission will the administrator need to provide to these users?
A. Merge
B. Read and Edit
C. View All
D. Delete
Answer: C
Question: 434
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data
contained in the fields and objects need to be available in the replica organization.
How can the administrator meet this requirement?
A. Create a developer sandbox.
B. Create a configuration-only sandbox.
C. Create a metadata sandbox.
D. Create a full sandbox.
Answer: D
/( 48(67,216

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