Free ServiceNow CIS-ITSM Exam Questions

Become ServiceNow Certified with updated CIS-ITSM exam questions and correct answers

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Total 999 Questions | Updated On: Jul 30, 2025

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Question 1

Where is the Activity stream located on the Incident form?

A : Related Records tab

B : Notes tab

C : Resolution Information tab

D : Related Links

Answer: B

Question 2

What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

A : % Successful Changes

B : Count of Completed Changes per Month, by Change Type

C : % Unauthorized Changes

D : Count of Completed Changes per Month, by Category

Answer: A,C

Question 3

Your customer has built a mature knowledge base, with articles targeted to internal audiences, which aretechnical. Other articles are written forend users, with simple instructions. From the Incident form, the agents would like to be able to identify whicharticles are visible to the callers. Whatfeature would you use, to satisfy this requirement?

A : Internal/External Highlighting

B : Show User Viewable

C : User Only View

D : Search as User

Answer: B

Question 4

When referring to the State of an incident in server-side code (such as in a script include, business rule, or UI

action), which method is the preferred way to refer to the State field value?

A : Use the getDisplayValue() method to retrieve the Label associated with the State field value.

B : a Constant has been defined, such as Incident.State.IN_PROGRESS, use the Constant.

C : the value of the choice option, such as 2 to refer to a State of in Progress.

Answer: B

Question 5

Your customer complains that when their users click on the Configuration Item magnifier from 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 and Change forms. What do you recommend to your customer?

A : Use the Principal CI class checkbox to identify the CI classes that they want visible on the Incident Problem and Change forms

B : Make a show/hide Ul action to show only the desired CIs to the itil users

C : Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display: make reference qualifier to display only the CIs with show=true

D : Create an Access control to hide the unnecessary Cls from the itil users

Answer: A

Page: 1 / 200

Total 999 Questions | Updated On: Jul 30, 2025

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