[ServiceNow] CIS-ITSM - CIS IT Service Management Exam Dumps & Study Guide
# Complete Study Guide for the ServiceNow CIS-ITSM Exam
The ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) is an intermediate-level certification designed to validate the knowledge and skills of IT professionals in implementing and managing secure ServiceNow IT Service Management solutions. Whether you are a ServiceNow implementation specialist, an IT manager, or a technical lead, this certification proves your ability to handle the challenges of modern IT service operations.
## Why Pursue the ServiceNow CIS-ITSM Certification?
In an era of increasing IT service expectations, organizations need highly skilled professionals to implement and manage their ServiceNow ITSM solutions. Earning the CIS-ITSM badge demonstrates that you:
- Can implement and manage secure ServiceNow ITSM solutions across diverse environments.
- Understand the technical aspects of ServiceNow ITSM operations and how to apply them to identify and resolve issues.
- Can analyze security risks and develop mitigation strategies for ServiceNow ITSM workloads.
- Understand the legal and regulatory requirements for data security and privacy in ServiceNow ITSM management.
- Can provide technical guidance on ServiceNow ITSM-related projects.
## Exam Overview
The ServiceNow CIS-ITSM exam consists of 60 multiple-choice questions. You are given 90 minutes to complete the exam, and the passing score is typically 70%.
### Key Domains Covered:
1. **ServiceNow ITSM Implementation Design (20%):** This domain focuses on your ability to design secure and scalable ServiceNow ITSM implementations. You'll need to understand different ITSM models and how to design for high availability and reliability.
2. **ServiceNow ITSM Configuration (30%):** Here, the focus is on the technical implementation and management of ServiceNow ITSM solutions. You must understand ITSM features, tools, and how to configure and deploy ITSM.
3. **ServiceNow ITSM Security (20%):** This section covers your knowledge of ServiceNow ITSM security principles and how to implement security controls. You'll need to understand ITSM access controls, encryption, and data masking.
4. **ServiceNow ITSM Monitoring and Troubleshooting (30%):** This domain tests your ability to monitor and manage ServiceNow ITSM performance and reliability. You must understand ITSM monitoring tools and how to troubleshoot ITSM issues.
## Top Resources for CIS-ITSM Preparation
Successfully passing the CIS-ITSM requires a mix of theoretical knowledge and hands-on experience. Here are some of the best resources:
- **Official ServiceNow Training:** ServiceNow offers specialized digital and classroom training specifically for the CIS-ITSM certification.
- **ServiceNow CIS-ITSM Study Guide:** The official study guide provides a comprehensive overview of all the exam domains.
- **Hands-on Practice:** There is no substitute for building and managing ServiceNow ITSM solutions. Set up your own ServiceNow developer instance and experiment with different ITSM architectures and tools.
- **Practice Exams:** High-quality practice questions are essential for understanding the intermediate-level exam format. Many candidates recommend using resources like [notjustexam.com](https://notjustexam.com) for their realistic and challenging exam simulations.
## Critical Topics to Master
To excel in the CIS-ITSM, you should focus your studies on these high-impact areas:
- **ServiceNow ITSM Infrastructure and Management:** Master the nuances of designing and implementing secure ServiceNow ITSM solutions across diverse environments.
- **ServiceNow Implementation and Configuration:** Understand different ITSM models and protocols and how to connect devices to a network.
- **ServiceNow Operations and Monitoring:** Understand ITSM monitoring tools and how to manage ITSM performance.
- **ServiceNow Troubleshooting Techniques:** Master the principles of troubleshooting ITSM issues and how to resolve them using various tools and techniques.
- **ServiceNow Security and Compliance:** Understand the security and compliance requirements for ServiceNow management and privacy.
## Exam Day Strategy
1. **Pace Yourself:** With 90 minutes for 60 questions, you have about 1.5 minutes per question. If a question is too complex, flag it and move on.
2. **Read the Scenarios Carefully:** Intermediate-level questions are often scenario-based. Pay attention to keywords like "most likely," "least likely," and "best way."
3. **Use the Process of Elimination:** If you aren't sure of the right choice, eliminating the wrong ones significantly increases your chances.
## Conclusion
The ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) is a significant investment in your career. It requires dedication and a deep understanding of ServiceNow principles and technical skills. By following a structured study plan, leveraging high-quality practice exams from [notjustexam.com](https://notjustexam.com), and gaining hands-on experience, you can master the complexities of ServiceNow ITSM implementation and join the elite group of certified ServiceNow professionals.
Free [ServiceNow] CIS-ITSM - CIS IT Service Management Practice Questions Preview
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Question 1
Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?
- A. Just CIs defined directly in cmdb_ci_computer
- B. CIs defined directly in cmdb_ci_computer and all parent classes
- C. CIs defined directly in cmdb_ci_computer and all child classes
Correct Answer:
C
Explanation:
The AI recommends to agree with the suggested answer, C.
Reasoning: The question asks which CIs will be included in a report run against the `cmdb_ci_computer` table. The `cmdb_ci_computer` table is a class in the CMDB hierarchy. A report run against a specific CMDB class will include CIs defined directly in that class, as well as CIs defined in all of its child classes. This is because child classes inherit the attributes of the parent class and represent more specific types of configuration items.
Reasons for not choosing other options:
- Option A: Only including CIs defined directly in `cmdb_ci_computer` would exclude any specialized computer types defined in child classes (e.g., laptops, desktops, servers).
- Option B: Including CIs from parent classes is incorrect, as the report is run against `cmdb_ci_computer`, not its parent. The parent class, `cmdb_ci_hardware`, contains general hardware information, and including all hardware in a report specifically for computers would be too broad and inaccurate.
This approach ensures that the report accurately reflects all configuration items that are classified as computers or specific types of computers derived from the `cmdb_ci_computer` class.
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Question 2
Which field from the configuration item will automatically populate in the Assignment group field of an incident record?
- A. Managed by
- B. Support group
- C. Approval group
- D. Change group
Correct Answer:
B
Explanation:
The AI agrees with the suggested answer: B (Support group).
Reasoning: The Assignment group field in an incident record is designed to be automatically populated based on the configuration item (CI) that is associated with the incident. The most relevant field on the CI that determines the appropriate assignment group is typically the Support group. This ensures that incidents related to a specific CI are routed to the team responsible for supporting that CI. Internet discussion also aligns with this, confirming through testing and practical experience that the Support group field on the CI record dictates the Assignment group on the Incident record.
Reasons for not choosing the other options:
- A. Managed by: While "Managed by" indicates ownership, it does not directly imply the group responsible for providing support and resolving incidents.
- C. Approval group: The "Approval group" is related to change management processes and approvals, not incident assignment.
- D. Change group: "Change group" is specifically related to Change Management and not directly associated with incident resolution.
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Question 3
Which of the following are defined for a given change model? (Choose three.)
- A. Phase transitions
- B. State model
- C. State transition conditions
- D. Phase model
- E. State transitions
Correct Answer:
BCE
Explanation:
The AI assistant agrees with the suggested answer of BCE.
Reasoning: A change model predefines the steps, approvals, and tasks required to implement a specific type of change. This includes:
- State Model: Defines the various stages a change goes through (e.g., New, Assess, Authorize, Scheduled, Implement, Review, Closed).
- State Transition Conditions: These conditions dictate when a change can move from one state to another. For example, a change might need approval before moving from the "Assess" state to the "Authorize" state.
- State Transitions: The actual movement of a change from one state to another. These transitions are governed by the state transition conditions.
Reasons for Not Choosing Other Options:
- A. Phase Transitions: While phases might be a part of certain change management methodologies, they are not inherently defined within a change model in the context of the CIS-ITSM exam. State models are more granular and universally applicable.
- D. Phase Model: Similar to option A, a phase model is a broader concept and less directly related to the core definition of a change model compared to the state-related options. The state model offers more control and detail in managing a change's lifecycle.
These concepts align with the ITIL 4 framework, which is often the basis for ITSM certifications. While specific page numbers from textbooks may vary depending on the edition, the underlying concepts remain consistent.
Citations:
- ITIL 4 Foundation: ITIL 4 Foundation Study Guide, https://axelos.com/
- ServiceNow Documentation: Change Management, https://docs.servicenow.com/
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Question 4
When is a change task for Post Implementation Review created for an unauthorized change?
- A. When the change request moves to Close
- B. When a change manager accepts the change
- C. When the change request moves to a state of Review
- D. When the change request moves to a state of Assess
Correct Answer:
C
Explanation:
Based on the provided information, the AI agrees with the suggested answer of C: When the change request moves to a state of Review.
The reasoning behind this choice is that unauthorized Emergency Change Requests trigger a Post Implementation Review (PIR) when they reach the Review state. This allows for a structured assessment of the change's impact and identification of any necessary improvements to the change management process.
The AI has doubts for the other options as below:
- Option A is incorrect because the PIR should occur before the change request is closed to allow for timely feedback and process adjustments.
- Option B is incorrect as acceptance by a change manager doesn't automatically trigger a PIR for unauthorized changes; it's the review phase that initiates it.
- Option D is incorrect because the Assess state is too early in the change lifecycle for a PIR to be relevant. A PIR requires the change to have been implemented.
Citations:
- ITSM Implementation book (Specific page number not provided in discussion)
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Question 5
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?
- A. Reports
- B. CI Class Manager
- C. Application Menus
- D. Dependency View
Correct Answer:
B
Explanation:
The AI agrees with the suggested answer.
The CI Class Manager is the correct choice because it is specifically designed to explore and manage the CMDB class hierarchy and table definitions within ServiceNow.
Here's a breakdown:
- The CI Class Manager provides a centralized interface for viewing the CMDB class hierarchy.
- It allows users to explore table definitions, attributes, and relationships between different CMDB classes.
Why other options are incorrect:
- A. Reports: Reports are used for data analysis and visualization, not for exploring the CMDB structure itself.
- C. Application Menus: Application Menus are for navigating the ServiceNow platform and accessing different modules/applications, not for managing CMDB classes.
- D. Dependency View: Dependency View is used to visualize the relationships between CIs, but it does not provide a comprehensive view of the entire CMDB class hierarchy and table definitions.
The CI Class Manager is the most appropriate tool for the stated purpose.
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Question 6
Which of the following cannot be defined or set through a Catalog UI Policy?
- A. Setting a variable to mandatory
- B. Apply a requirement to all form views
- C. Setting a catalog category to visible
- D. Setting a variable to read-only
Correct Answer:
B
Explanation:
The suggested answer is B.
The AI agrees with the suggested answer, which is B: Apply a requirement to all form views.
Reasoning: Catalog UI Policies are designed to control the behavior of catalog items and variables on a specific catalog form. They can make variables mandatory, read-only, and can show/hide variables, affecting the user interface. However, they do not have the capability to apply requirements across all form views in the platform. Their scope is limited to the service catalog form.
Reasons for not choosing the other options:
- A: Setting a variable to mandatory is a standard function of Catalog UI Policies.
- C: Setting a catalog category to visible is also possible via Catalog UI Policies using 'Set field style' action. It lets you modify field attributes, including visibility
- D: Setting a variable to read-only is a typical function of Catalog UI Policies.
Citations:
- ServiceNow Product Documentation: UI Policies, https://docs.servicenow.com/en-US/bundle/utopia-platform-administration/page/administer/form-administration/concept/c_UIPolicies.html
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Question 7
Which type of catalog item should be used to create an incident record from the portal?
- A. Incident Template
- B. Request Item
- C. Order Guide
- D. Record Producer
Correct Answer:
D
Explanation:
The AI assistant agrees with the suggested answer, D (Record Producer).
Reasoning: A record producer is specifically designed to allow users to create records, such as incident records, from the service catalog in a user-friendly way. It provides a simplified interface for capturing information needed to generate the record, abstracting away the complexities of the underlying table structure. This makes it ideal for creating incident records from the portal.
Reasons for not choosing other options:
- A. Incident Template: Incident templates are used to pre-populate fields in an incident record, but they don't initiate the creation of a new record from the service catalog. They are typically applied *after* an incident record has been created.
- B. Request Item: Request Items are generally used for ordering goods or services, not for reporting incidents.
- C. Order Guide: Order Guides help users order multiple related items. While they can trigger workflows, they aren't the direct mechanism for creating an incident record.
Citations:
- ServiceNow Product Documentation, https://docs.servicenow.com/
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Question 8
Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)
- A. sn_incident_read
- B. itsm_incident_read
- C. incident_manager
- D. sn_incident_write
- E. itsm_incident_write
Correct Answer:
AD
Explanation:
Based on the consensus and supporting documentation, the AI recommends answer AD.
The reason for selecting A and D is that the 'ITSM Roles' plugin (com.snc.itsm.roles) in ServiceNow activates the roles 'sn_incident_read' and 'sn_incident_write'. These roles provide read and write access to incident records, respectively. These roles are essential for controlling access and permissions related to Incident Management within the ServiceNow platform.
The reasons for not selecting the other options are as follows:
- 'itsm_incident_read' and 'itsm_incident_write' are not standard roles activated directly by the ITSM Roles plugin. These might be custom roles or roles associated with a different plugin or application.
- 'incident_manager' is a role that typically requires additional configuration and is not directly activated by simply installing the base ITSM Roles plugin. It often involves group assignments and more specific configurations within the ServiceNow instance.
Citations:
- ServiceNow Docs on ITSM Roles Plugin, https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/incident-management/concept/incident-management-roles.html
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Question 9
A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
- A. Update the sys_popup view for the user table
- B. Update the sys_quick view for the caller table
- C. Update the sys_popup view for the caller table
- D. Update the sys_quick view for the user table
Correct Answer:
A
Explanation:
The AI agrees with the suggested answer A.
Reasoning: The requirement is to modify the quick view frame that appears when clicking the information icon for the Caller's name (which represents a user). The "sys_popup" view is specifically designed for these quick view popups. To modify it, one needs to update the "sys_popup" view for the "user" table to include only the requested fields (User name, Manager name, Email Address, and Employee ID).
Why other options are incorrect:
- B: Update the sys_quick view for the caller table - There is no table named caller table and sys_quick view is not designed for this purpose.
- C: Update the sys_popup view for the caller table - There is no table named caller table.
- D: Update the sys_quick view for the user table - "sys_quick view" is not the correct mechanism for modifying the popup window that appears when clicking the information icon next to a reference field, "sys_popup" is the right option.
Therefore, Option A is the most suitable answer.
- Views, ServiceNow Product Documentation, https://docs.servicenow.com/en-US/bundle/sandiego-platform-administration/page/administer/form-administration/concept/c_Views.html
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Question 10
Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?
- A. Internal/External Highlighting
- B. Search as User
- C. Show User Viewable
- D. User Only View
Correct Answer:
B
Explanation:
The AI agrees with the suggested answer, B (Search as User).
Reasoning: The core requirement is for agents to identify which knowledge articles are visible to the callers directly from the Incident form. The "Search as User" functionality specifically addresses this by allowing agents to perform knowledge searches as if they were the end-user. This ensures that the search results reflect the articles accessible to the user, considering any audience restrictions or user criteria configured in the knowledge base. This directly helps the agent understand what the user can see, leading to better support and resolution. This feature is a standard capability within ServiceNow's knowledge management module and is designed to solve precisely this type of visibility issue.
Reasons for not choosing other options:
- A. Internal/External Highlighting: While highlighting might indicate whether an article is generally internal or external, it doesn't consider the specific user's context or audience criteria. It is a general indicator, not a user-specific filter.
- C. Show User Viewable: This is ambiguous and doesn't align with a known ServiceNow feature. There isn't a built-in function with exactly this name that provides the required functionality.
- D. User Only View: This option sounds like it might restrict the agent's view to only user-viewable articles, but it doesn't allow the agent to search *as* a specific user, which is crucial for understanding what that particular user can access based on audience criteria.