ServiceNow CIS-ITSM Exam Dumps

Certified Implementation Specialist - IT Service Management

197 Questions & Answers with Explanation

Update Date : June 22, 2026

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ServiceNow CIS-ITSM Sample Questions

Question # 1

Where are the timeframe conditions for sending an SLA breach warning notification defined?

A. SLA definition record
B. Default SLA flow
C. SLA Properties application
D. SLA trigger conditions

Question # 2

Released in Quebec, what tool enables the creation of templates for Catalog Items?

A. Template Builder
B. Template Management
C. Catalog Wizard
D. Catalog Builder
E. Catalog Template Library

Question # 3

Incidents can be created and managed in the workspace, using UI layouts that are tailoredto different personas, processes, and interfaces. Examples include:• Default• Major incidents• Self Service• MobileWhat are these UI layouts called in the Now Platform?

A. Form Layouts
B. Workspaces
C. Forms
D. Form Designs
E. Views

Question # 4

Incidents are stored what table?

A. Incident [incident]
B. Incident [sn_task_incident]
C. Incident [sn_incident]
D. Incident [task_incident]

Question # 5

What is an example of a good use case for an Order Guide?

A. Order a set of Dishes
B. Order a Custom Automobile
C. Order a Technical Consultation
D. Order a Couch
E. Order a case of Laundry Soap

Question # 6

How is granular read and write access for a specific change model defined?

A. Setting Advanced Security to true and applying user criteria
B. Configuring ACL's on the Create New landing page
C. Change properties
D. Configuring ACL's on the chge_model table

Question # 7

Incidents can be created and managed in the workspace using Ul layouts that are tailoredto different personas, processes. and interfaces Examples include:• Default• Major incidents• Self Service• MobileWhat are these Ul layouts called in the Now Platform?

A. Forms
B. Form Designs
C. Form Layouts
D. Views
E. Workspaces

Question # 8

Your customer complains that when their users click on the Configuration Item magnifierfrom the Incident form, that they are overwhelmed by the volume of CIs to choose from.They want to exclude certain types of CIs from the CI lists on the Incident. Problem andChange forms. What do you recommend to your customer?

A. Add a Show field to the base cmdb table: Check the Show box on those CI records theywant to display; make reference qualifier to display only the CIs with show=true
B. Use the Principal CI class checkbox, to identify the CI classes that they want visible onthe Incident, Problem, and Change forms Most Voted
C. Create an Access control to hide the unnecessary CIs from the itil users
D. Make a show/hide UI action to show only the desired CIs to the itil users

Question # 9

Your customer is using the baseline Create Incident Catalog Item and would like to add afew additional input fields. How should you update the catalog item?

A. Edit in Catalog Builder
B. Edit in Item Designer
C. Edit in Catalog Item Designer
D. Edit in Form Designer

Question # 10

Your customer wants to add a notification to the Change - Emergency - Authorize Flow.What is the first thing you would do to meet this requirement?

A. Create a backup of the baseline Change - Emergency - Authorize Flow, and eat thebaseline flow
B. Unpublish the baseline Change - Emergency -Authorize flow
C. Deactivate the baseline Change - Emergency - Authorize flow
D. Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit thenew copy

Question # 11

A problem investigation had been previously closed, because the risk was accepted, infavor of using the workaround, instead of applying the fix. After a couple of weeks, theissue starts to occur more frequently, so management wants to re-visit the root causeanalysis.What would be the next step for this problem?

A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record

Question # 12

Which of the following catalog client script methods will modify the choice list optionsavailable to an end user on a catalog item?

A. onSubmit
B. onLoad
C. onSave
D. onLaunch

Question # 13

When a user submits a service request from a catalog what actions are triggered based onthe flow definition?Choose 3 answers

A. Approvals
B. Notifications
C. Tasks
D. Action Specs
E. Access Controls

Question # 14

What are the Release types available on the baseline release record?

A. Standard, Normal, Prototype, Patch
B. Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
C. Standard, Normal, Emergency
D. Major, Minor Upgrade, Emergency Maintenance, Patch

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