ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) (CIS-ITSM) (CIS-ITSM) — Questions 1–75

A change coordinator notices that conflict detection generated a 'Soft Conflict'. How does a soft conflict differ from a hard conflict in ServiceNow?

Which THREE items can be added to an incident using the 'Related Records' section?

A company wants to automatically retire hardware CIs that have been in an 'In Maintenance' state for more than 180 days without an active update. Which CMDB feature is designed to automate this lifecycle management workflow?

Which THREE methods can be used to assign incoming Problem records to the correct assignment group automatically? (Choose three.)

Which TWO steps are involved in the Incident-to-Problem workflow?

An enterprise wants to track availability metrics across different geographies for a global email service offering. Each region has a different uptime target and maintenance window. How should the implementation specialist configure this in ServiceNow SPM?

An ITIL process architect wants to ensure that all Problem records include a mandatory 'Category' and 'Subcategory'. Where can this be enforced without writing custom validation scripts?

An administrator is configuring SLA Definitions for Incident Management. They need the SLA timer to pause whenever an incident is placed in the 'Awaiting Vendor' state. How should this be configured?

When using 'Incident Communication Plans', what happens when a major incident is updated?

What is the primary purpose of the 'Conflict' related list on a Change Request form?

Which TWO fields are essential when documenting a Known Error Article originating from a Problem record? (Choose two.)

Which TWO types of records can be directly linked to a Problem record in standard ServiceNow ITSM? (Choose two.)

Which THREE are valid stages in the standard Incident lifecycle?

Which THREE configurations or components are involved when setting up and managing CAB meetings using the CAB Workbench? (Choose three.)

Which ServiceNow table stores individual catalog variables associated with catalog items and variable sets?

Which module allows service desk agents to view problems that have been published as known errors?

Which TWO roles are typically associated with managing and interacting with Service Portfolios in ServiceNow? (Choose two.)

Which TWO fields on a Change Request form help determine whether a schedule conflict exists? (Choose two.)

Which tab on a Catalog Item form is used to define which categories the item appears under?

You are configuring a Catalog UI Policy to hide a specific variable on a catalog item form. Which setting ensures the policy also applies when the variable is viewed in the Request Item (RITM) form?

A developer needs to ensure that a variable named 'request_justification' becomes mandatory only when another variable 'urgency' has a value of 'High'. Which configuration tool should be used to accomplish this without writing code?

A healthcare organization wants to ensure that its Electronic Health Record (EHR) service is linked correctly to its underlying infrastructure components, such as database servers and network switches, to analyze impact during outages. Which mechanism in ServiceNow should be used to achieve this business service mapping?

Where can a change manager view a graphical representation of planned changes, maintenance windows, and blackouts to identify potential scheduling conflicts?

An administrator needs to create a variable that allows a user to select a single record from the 'User' (sys_user) table. Which variable type should be selected?

A change request is currently in the 'New' state. You want to automate the transition to 'Assess'. Where do you define this logic in a Change Model?

Which TWO of the following options correctly describe Record Producers? (Choose two.)

Which TWO steps are required to publish a new Standard Change template from a proposal? (Choose two.)

A technician wants to view the graphical relationship hierarchy of a Business Service and its underlying servers. Which feature should they open from a CI record?

An organization requires that any Normal Change involving a core database server automatically triggers a pre-implementation review task assigned to the Database Team. Where should a ServiceNow administrator configure this requirement?

Which TWO components are part of the CAB Workbench meeting structure? (Choose two.)

An administrator needs to review how conflict detection evaluates maintenance windows. Which script include contains the core logic for conflict detection in ServiceNow?

Which THREE fields are auto-populated when an incident is created via email?

Which TWO of the following entities can be restricted using User Criteria in the Service Catalog? (Choose two.)

Which TWO of the following methods are valid ways to access catalog variable values in server-side scripts? (Choose two.)

Which TWO methods are commonly used by end-users or support staff to find existing Known Error Articles in ServiceNow? (Choose two.)

An ITIL user complains they cannot see the 'Major Incident' tab on an incident record. What is the most likely cause?

An administrator is configuring cascading variables in an Order Guide. Which THREE requirements must be met for variables to successfully cascade from the order guide to the ordered catalog items? (Choose three.)

An organization requires that network gear attributes can only be updated by the Network Discovery data source, while server attributes can be updated by both Discovery and a manual import set. Where must this restriction be configured?

A support agent needs to create a Problem record directly from an existing Incident while preserving the correlation between the two. Which related link or UI action should the agent use on the Incident form?

Which table stores the relationship between a Change Request and its associated tasks?

When using the CAB Workbench, meeting attendees can vote on change requests. Where are these votes stored in the database?

An administrator needs to populate a catalog variable automatically with the logged-in user's department when the catalog item form loads. Which mechanism is recommended?

What is the primary function of an Order Guide in the ServiceNow Service Catalog?

Which TWO ways can you restrict who can resolve an incident?

A problem has been investigated, and a permanent fix has been identified. When the problem coordinator creates a known error article from the problem record, how does this workflow assist Incident Management?

What is the primary function of the Catalog Task [sc_task] table in Request Fulfillment?

A custom catalog item requires variable validation that depends on complex calculations spanning multiple fields, which cannot be achieved using standard UI Policy conditions. What is the best method to implement this client-side validation before the user submits the form?

A requirement states that a Catalog Item must trigger a multi-stage approval process only if the 'Price' variable exceeds $5,000. Which approach is the most efficient to implement this?

A company requires that when an incident is assigned to a specific group, the 'Assigned to' field must be mandatory. Which configuration change accomplishes this using the most efficient ServiceNow best practice?

An administrator wants to ensure that a change request cannot move to the 'Implement' state unless all associated change tasks are closed. Where is this validation typically enforced in modern ServiceNow ITSM instances?

Which TWO fields are commonly used to categorize an incident?

Which TWO fields are mandatory on the Incident form out of the box when creating a new incident manually? (Choose two.)

An IT support team member needs to quickly communicate a known workaround to all active incidents related to a specific active Problem record. Which related link or related list on the Problem form enables the propagation of the workaround to all associated incidents?

When using the CAB Workbench, how is a meeting agenda created?

An administrator needs to ensure that network gear discovered by Discovery is classified under a specific custom child table of cmdb_ci_netgear. Where should the administrator define the classification criteria to map network devices to this custom table?

Which THREE actions can be performed directly from a Problem record form using baseline UI Actions or related lists? (Choose three.)

If you perform a 'Mass Update' on multiple Change Requests, which feature ensures that risk assessments are recalculated for every record?

When a Standard Change proposal is submitted, what is its initial state before approval?

Which tab or related list on a Problem record displays the individual tasks assigned to various groups to investigate specific components of the root cause?

What is the primary benefit of utilizing Change Models in modern ServiceNow implementations?

An organization requires that emergency changes bypass standard CAB approval but still require approval from a specific Incident Commander group. Which feature should be configured to achieve this without writing custom business rules?

An implementation specialist is designing an Order Guide that triggers three different child items based on user selections. Which THREE of the following components are essential parts of configuring this Order Guide? (Choose three.)

An organization wants to ensure that change tasks of type 'Implementation' cannot be closed unless the parent change request is in the 'Implement' state. How is this relationship typically enforced?

An IT manager wants to ensure that whenever a Problem is resolved, a survey is automatically sent to the caller of each associated active incident. Which ServiceNow feature manages survey triggers upon task resolution?

Which TWO of the following are valid ways to trigger an approval for a Service Catalog request?

An implementation specialist is setting up the Service Portfolio in ServiceNow and needs to define the top-level container that groups services based on business units and strategic objectives. Which record type should the specialist create first?

Which TWO tasks are typically performed during the 'Review' state of a normal change? (Choose two.)

What happens when an incident 'Priority' is changed from 3 to 1?

An order guide is configured with three catalog items. The administrator wants to ensure that a specific item in the order guide is only displayed in the rule base when the user selects 'International' in a location variable. Where is this condition specified?

An IT team wants to prevent agents from closing an incident unless the 'Resolution code' and 'Resolution notes' fields are populated. Which configuration tool is best suited to enforce this requirement upon clicking 'Resolve'?

A service desk manager wants to ensure that when an incident is assigned to the Hardware group, the Assignment group field automatically populates the Assigned to field with a specific default handler if left empty, or dynamically limits the list of assignees. Which core ServiceNow feature should be configured to automatically populate or route incident assignment within a specific group?

When defining a Business Service in ServiceNow, which field is mandatory to uniquely identify the service record?

Which THREE of the following actions can be performed using CMDB Data Manager? (Choose three.)

An IT organization wants to ensure that Emergency Changes bypass standard multi-tier CAB reviews while still capturing post-implementation reviews. Which configuration component natively supports this requirement in ServiceNow ITSM?

Which feature allows an agent to create a knowledge article directly from an Incident?