Download Certified Implementation Specialist - IT Service Management.CIS-ITSM.ExamTopics.2026-01-21.230q.tqb

Vendor: ServiceNow
Exam Code: CIS-ITSM
Exam Name: Certified Implementation Specialist - IT Service Management
Date: Jan 21, 2026
File Size: 738 KB
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Demo Questions

Question 1
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?
  1. sn_business_user
  2. sn_problem_read
  3. sn_service_owner
  4. sn_problem_write
  5. sn_problem_business_user
Correct answer: B
Question 2
Where are the timeframe conditions for sending an SLA breach warning notification defined?
  1. SLA definition record
  2. Default SLA flow
  3. SLA Properties application
  4. SLA trigger conditions
Correct answer: B
Question 3
If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
  1. An error is displayed indicating the agent must manually assign the incident
  2. The agent is prompted to select the Assignment group
  3. The Assignment group field automatically populates with the agent's primary group
  4. The Assignment group field will not populate
Correct answer: B
Question 4
What happens if an agent hovers over the reference icon next to the caller field on an incident record and there is not a sys_popup view defined for the [sys_user] table?
  1. The default view of the User form is displayed
  2. An error is displayed
  3. Only dot-walked fields will be displayed
  4. There will be no reference icon if there is no sys_popup defined
Correct answer: A
Question 5
Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?
  1. VIP Flag dictionary entry
  2. VIP Flash action script
  3. VIP Flag field style
  4. VIP Flag reference decorator
Correct answer: C
Question 6
Incident management includes limited functionality for what advanced reporting capability?
  1. Analytics Dashboards
  2. Performance Analytics
  3. Machine Learning Metrics
  4. KPI Reports
Correct answer: B
Question 7
Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)
  1. On Incident Properties, for Autoclose Incident Tasks, select Yes
  2. Edit system property com.snc.incident.autoclose.basedon.resolved_at
  3. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes
  4. Enable system property com.snc.incident.incident_task.closure
Correct answer: CD
Question 8
What are some good practices for guiding your customers' use of Notifications? (Choose three.)
  1. Make sure Notification requirements and test plans are in the project scope from the start
  2. Get input from Marketing department, regarding format of customer/caller facing notifications
  3. Use templates to ensure consistency and ease of configuration
  4. Use incident.itil.role template as the master template to build all other ITSM templates
  5. When possible, maximize the quantity of email updates to customers
Correct answer: ABC
Question 9
What tools are available to the assignee to help resolve an incident? (Choose two.)
  1. Knowledge Articles
  2. Known Errors
  3. CI Class Manager
  4. Enterprise CMDB Dashboard
  5. Incident Overview Dashboard
Correct answer: AB
Question 10
When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)
  1. sn_incident_update
  2. sn_incident_read
  3. sn_incident_write
  4. sn_incident_insert
Correct answer: BC
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