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CIS-Service Management
CIS-ITSM
Certified Implementation Specialist - IT Service Management Questions and Answers

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Questions # 1:

Which record type would you use for an Ask a Question form that would generate an Incident?

Options:

Order Guide

Content Hem

Record Producer

Linked Item

Catalog Item

Answer

Questions # 2:

Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.

How do you explain this?

Options:

The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

The problem coordinator is responsible for approving or rejecting the proposed message

The message will be automatically displayed on the Portal

The problem coordinator is the only role with the ability to recall a message

Answer

Explanation

https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management/reference/installed-with-madrid-best-prac.html

Questions # 3:

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks

2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

Options:

Catalog Item

Content Item

Record Producer

Order Guide

Answer

Questions # 4:

By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?

Options:

Support group on CI record, or if empty the Support group on the Service offering

Support group on CI record, or if empty, the Support group on the Service

Change group on CI record, or if empty, the Change group on the Service offering

Support group on CI record, or the default assignment group for the user

Answer

Questions # 5:

In release management what controls the movement of the state from Scoping to Awaiting Approval?

Options:

Flow

State model

Manual state selection

Workflow

Answer

Questions # 6:

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

Options:

On the Cart Layout, Columns tab, unselect Quantity column

On the Catalog Item, Columns tab, unselect Quantity column

On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity

On the Catalog, Advanced View, unselect Use cart layout, select No quantity

On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Answer

Questions # 7:

When using the Email Client, what is the difference between an Email Template and a Quick Message?

Options:

Email templates are defined by users with admin role Quick Messages are defined by users with quick_message_admin role

Email Template is defined and automatically applied when the email form launches Quick Messages are defined and then can be manually applied by the user

Email Templates are included with ITSM, Quick Messages are new with Machine Learning

Email Templates are like forms that can be sent to the caller for completion Quick Messages are primarily used by the Chat Bot

Answer

Explanation

Create predefined content to add in the email client so that users can write emails consistently and efficiently. Email Template:You can create a different template for each table that uses the email client.

Questions # 8:

Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

Options:

Automated Changes

Cloud Infrastructure

Unauthorized Changes

Change Registration

Retroactive Changes

Answer

Questions # 9:

Which of the following are defined for a given change model?

Choose 3 answers

Options:

State transition conditions

State model

State transitions

Phase model

Phase transitions

Answer

B, C, D

Explanation

Detailed Explanation:

In ServiceNow, a change model defines how a change progresses through its lifecycle. The state model refers to the predefined states (e.g., New, Assess, Authorize) a change can transition through. State transitions are the movement between these states. Similarly, a phase model represents the different phases of the change process (such as Request, Authorization, Implementation), which can have distinct requirements and actions. Each of these components defines a clear structure and sequence of events for managing changes effectively.

Questions # 10:

Users with which role can Communicate a workaround or fix? (Choose two.)