Certified Implementation Specialist IT Service Management Exam Dumps

Servicenow-CIS-ITSM Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Test Detail:
The ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) examination is designed to assess the knowledge and skills of professionals working with ServiceNow in the field of IT Service Management. Below is a detailed description of the test, including the number of questions and time allocation, course outline, exam objectives, and exam syllabus.

Number of Questions and Time:
The exact number of questions and time allocation for the ServiceNow CIS-ITSM exam may vary, as the exam is periodically updated by ServiceNow. Typically, the exam consists of multiple-choice questions, and candidates are given a specific time limit to complete the test. The duration of the exam is generally around 90 to 120 minutes.

Course Outline:
The ServiceNow CIS-ITSM certification covers a comprehensive set of topics related to IT Service Management and the implementation of ServiceNow ITSM solutions. The course outline typically includes the following areas:

1. IT Service Management Overview:
- Introduction to IT Service Management (ITSM) concepts and best practices.
- Understanding IT service lifecycle stages (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement).
- ServiceNow's role in supporting ITSM processes.

2. ServiceNow ITSM Implementation:
- ServiceNow platform overview and architecture.
- Key ITSM modules and their functionalities.
- ServiceNow ITSM implementation lifecycle and methodologies.
- ServiceNow configuration and customization options.

3. ITSM Process Configuration:
- Incident Management: Handling and resolving incidents.
- Problem Management: Identifying and resolving underlying problems.
- Change Management: Managing changes to the IT environment.
- Service Catalog Management: Defining and managing service offerings.
- Request Fulfillment: Handling service requests.
- Knowledge Management: Capturing and sharing knowledge within the organization.
- Service Level Management: Monitoring and managing service levels and agreements.
- Service Portfolio Management: Defining and maintaining the service portfolio.

4. Integration and Reporting:
- Integration of ServiceNow with other IT systems and tools.
- Configuration of dashboards and reports for ITSM metrics and performance monitoring.

Exam Objectives:
The objectives of the ServiceNow CIS-ITSM exam are to assess the candidate's knowledge and skills in the following areas:

1. Understanding ITSM concepts, frameworks, and best practices.
2. Knowledge of the ServiceNow platform and its ITSM modules.
3. Ability to configure and customize ServiceNow ITSM processes.
4. Proficiency in implementing ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog Management.
5. Understanding of integration options and reporting capabilities in ServiceNow ITSM.

Exam Syllabus:
The ServiceNow CIS-ITSM exam syllabus outlines the specific topics and competencies covered in the exam. The syllabus typically includes the following areas:

- IT Service Management Overview
- ServiceNow Platform and Architecture
- Incident Management
- Problem Management
- Change Management
- Service Catalog Management
- Request Fulfillment
- Knowledge Management
- Service Level Management
- Service Portfolio Management
- Integration and Reporting

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Servicenow-CIS-ITSM
Certified Implementation Specialist � IT Service Management
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Question: 422
An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.
Which set of steps should be taken to merge these accounts using the Salesforce merge feature?
A. Merge the duplicate contacts and then merge the duplicate accounts.
B. Merge the duplicate accounts and the duplicate contacts will be merged automatically.
C. Merge the duplicate accounts and check the box that optionally merges the duplicate contacts.
D. Merge the duplicate accounts and then merge the duplicate contacts.
Answer: D
Question: 423
Which two values roll up the hierarchy to the manager for Collaborative forecasting? (Choose two.)
A. Product quantity
B. Quota amount
C. Opportunity amount
D. Expected revenue
Answer: BC
Question: 424
An administrator has been asked to grant read, create and edit access to the product object for users who currently have the standard marketing user profile.
Which two approaches could be used to meet this request? (Choose two.)
A. Create a new profile for the marketing users and change the access levels to read, create and edit for the product object.
B. Change the access levels in the marketing user standard profile to read, create and edit for the product object.
C. Create a permission set with read and write access for the product object and assign it to the marketing users.
D. Create a permission set with read, create and edit access for the product object and assign it to the marketing users.
Answer: AD
Question: 425
The sales team has requested that a new field called Current Customer be added to the Accounts object. The default value will be "No" and will change to "Yes" if any
related opportunity is successfully closed as won.
What can an administrator do to meet this requirement?
A. Configure Current Customer as a roll-up summary field that will recalculate whenever an opportunity is won.
B. Use an Apex trigger on the Account object that sets the Current Customer field when an opportunity is won.
C. Use a workflow rule on the Opportunity object that sets the Current Customer field when an opportunity is won.
D. Configure Current Customer as a text field and use an approval process to recalculate its value.
Answer: C
Question: 426
Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.
How can an administrator meet this requirement?
A. Create a new profile and role for the subset of users with the View All Data permission.
B. Create a permission set with the View All Data permission for the subset of users.
C. Enable the View All Data permission for the roles of the subset of users.
D. Assign delegated administration to the subset of users to View All Data.
Answer: B
Question: 427
How can an administrator ensure article managers use specified values for custom article fields?
A. Create a formula field on the article.
B. Require a field on the page layout.
C. Use field dependencies on article types.
D. Create different article types for different requirements.
Answer: C
Question: 428
A user has a profile with read-only permissions for the case object.
How can the user be granted edit permission for cases?
A. Create a permission set with edit permissions for the case object.
B. Create a sharing rule on the case object with read/write level of access.
C. Create a public group with edit permissions for the case object.
D. Add the user in a role hierarchy above users with edit permissions on the case object.
Answer: A
Question: 429
Which three actions can occur when an administrator clicks "Save" after making a number of modifications to Knowledge data categories in a category group and changing
their positions in the hierarchy? (Choose three.)
A. Users are temporarily locked out of their ability to access articles.
B. Users may temporarily experience performance issues when searching for articles.
C. The contents of the category drop-down menu change.
D. The articles and questions visible to users change.
E. The history of article usage is reset to zero utilization.
Answer: ADE
Question: 430
What are three capabilities of Collaborative forecasting? (Choose three.)
A. Rename categories
B. forecast using opportunity splits
C. Overlay quota
D. Add categories
E. Select a default forecast currency setting
Answer: ABE
Question: 431
Universal Containers wants customers who buy the freight Container product to be billed in monthly installments.
How should an administrator meet this requirement?
A. Create a default quantity schedule on the product.
B. Create a default revenue schedule on the product.
C. Create a workflow rule on the product.
D. Create custom fields on the product.
Answer: B
Question: 432
Which two deployment tools can be used to deploy metadata from a Developer Edition organization to another organization? (Choose two.)
A. Data Loader
B. Salesforce Extensions for Visual Studio Code
C. Change sets
D. Ant Migration Tool
Answer: BC
Question: 433
An administrator wants to allow users who are creating leads to have access to the find Duplicates button.
Which lead object-level permission will the administrator need to provide to these users?
A. Merge
B. Read and Edit
C. View All
D. Delete
Answer: C
Question: 434
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data
contained in the fields and objects need to be available in the replica organization.
How can the administrator meet this requirement?
A. Create a developer sandbox.
B. Create a configuration-only sandbox.
C. Create a metadata sandbox.
D. Create a full sandbox.
Answer: D
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Servicenow-CIS-ITSM Implementation certification

what's ITSM (IT service management)?

For groups and organizations to deliver know-how functions to their customers, many features should function collectively simply. From deciding on and designing the carrier that might be delivered, building the expertise and supplying the outcomes, IT teams should manage an intensive array of tasks and confirm every area of the service delivery workflow is performed efficaciously. assistance expertise carrier management can help.

SEE: discover our finest purchaser’s ebook for ITSM software.

jump to:

ITSM is an approach for accomplishing IT management and beginning that specifies the roles and tasks fundamental for every step of the IT service’s design, start and development. This strategy can increase procedures for featuring IT services to customers and provides a repeatable framework that may standardize carrier beginning and cut back delays and cost overruns.

IT service management equipment include features that can standardize techniques, simplify procedure orchestration and facilitate conversation between tech professionals and conclusion clients.

individuals often mix up ITSM and the assistance know-how infrastructure library as a result of each relate to IT service administration concepts. youngsters, ITSM describes the total strategy towards managing IT services in an organization, together with all policies and techniques in managing IT operations and repair features.

ITIL is one selected framework of superior practices for IT carrier administration. The ITIL framework comprises a gaggle of files that inform readers of recommended approaches for constructing an ITSM solution if you want to cut back fees and increase effectivity.

whereas different ITSM structures can have enjoyable processes to the IT administration manner, a lot of them follow codecs that involve an identical elements. the most essential ITSM ideas contain improving IT administration methods with an emphasis on client satisfaction and setting up efficiency-based objectives.

ITSM seeks to prevent one of the crucial commonplace “soft hazards” of enforcing technology-primarily based features: supplying an result that both doesn’t meet its enterprise objective or that nobody makes use of.

successful ITSM structures should still trust the consumer in all components of the IT carrier administration techniques; this requires enhancing the client journey whereas resourcefully and cost-effortlessly organizing service start. therefore, an ITSM formula should still function as a framework with the simple goal of delivering better customer provider.

critical to this objective is knowing who the client is. while a reputedly simple assignment, just as a result of an application is being funded by means of a selected department or requires certain domain competencies doesn’t always mean that community is the end consumer. Taking the time to understand who the conclusion clients are and what their unique wants are is central to efficaciously imposing ITSM or any expertise carrier beginning model.

tracking key efficiency indications can help organizations determine where their enterprise stands in performance and progress and the place it might probably increase. KPIs equivalent to customer experiences and income can also help to check an organization’s common consumer satisfaction.

It’s standard to tune simplest a handful of meaningful KPIs that impact the manner that needs development. less is frequently more versus dashboards with dozens of metrics that do little to video display efficiency.

while an overarching aim of any first rate ITSM mannequin is to supply mind-blowing consumer carrier, businesses need to increase smaller goals in keeping with first-rate, efficiency and other company metrics. can charge and time are all the time vital metrics and should serve as concerns in every scoping and repair discussion.

ITSM constructions are composed of quite a few initiatives and diverse authorities, so coordination between inner departments is critical for supporting IT service administration initiatives. moreover, ITSM constructions should involve collaboration between IT and building teams and include customers’ comments for consideration when devising tactics for technique development. shoppers should still be involved early and sometimes in the method to aid guide and “sanity investigate” carrier beginning.

In a society pushed with the aid of the need for fast gratification, the time it takes to respond to client requests is important. presenting purchasers with self-provider functions can permit a firm to fulfill consumer needs promptly through automation. ITSM tools may also be advantageous for this goal, as a lot of these software options consist of automatic self-service elements for consumers.

Too often, self-carrier is viewed as a cost-slicing measure, however performed smartly, self-provider options are more and more favored by using end purchasers. this is a local where prices will also be reduced, pleasant can be better and customer delight will also be improved via thoughtful provider design.

ITSM solutions and strategies can supply many merits for companies that adopt them. ITSM tools and processes often contain an identical technologies or facets that enrich IT provider structures and offer extra giant organizational merits.

A essential factor in delivering first rate IT service management is as it should be dealing with carrier requests. beneficial service request administration ensures each and every request is addressed on time with the aid of assigning tickets that include primary assistance about the situation and its resolution workflow, so no tickets slip under the radar.

agencies should still be cognizant of matching the correct metrics to their carrier request technique. If the focus is on time for initial response or time to shut, the carrier goal might also shift to closing tickets versus resolving the problem.

Incident administration practices aid clients handle IT problems that occur and mitigate their have an impact on. issue administration elements in ITSM tools can aid IT groups to doc the error resolution technique and develop options; many options are even in a position to settling on future dangers, taking a proactive method to get to the bottom of them and minimizing the severity of their results.

ITSM know-how can result in quicker end-person satisfaction. valued clientele can directly operate many incident decision movements through quite a few channels, including using self-service portals, submitting carrier requests, speaking to IT experts and accessing skills bases for advice on typical IT concerns.

end users may also even pick an “at all times on” self-provider device versus contacting a live grownup, so groups could want to search for frequently accessed functions that may also be automatic and carried out through intuitive self-carrier equipment.

clients can develop studies on detected and envisioned important components regarding efficiency and consumer satisfaction. developing these experiences can aid companies attain statistics-pushed insights and enable them to kind actionable selections.

The data and insights derived from that records are a key driver for investing in ITSM. businesses commonly enforce ITSM equipment and accept as true with the work comprehensive, underutilizing the actual cost of a thoughtful ITSM implementation when it comes to guiding future investments and determination-making.

Workflow management via described roles and tactics can aid to examine the sequence of projects fundamental during the provider procedures and allocate projects to make sure smooth operations and maintain individual users on track.

Asset administration helps IT teams maintain song of every device and add-on worried in the ITSM ambiance. equipment and contraptions can readily wander off if organizations fail to track them, which might trigger an information security breach if that tech falls into the inaccurate hands.

IT departments address many application equipment that allow them to meet their obligations, and keeping track of utility licenses is essential. License administration describes tactics for managing this information with the aid of monitoring software utilization and checking utility license certificates to be sure their compliance and that no licenses are expired.

all through this procedure, businesses may also also find duplicate license agreements or redundant application purchases that can be consolidated for more advantageous dealer pricing agreements.

SEE: Use this application procurement policy from TechRepublic premium.

imposing ITSM processes inside a firm will also be greatly simplified by using ITSM tools, which support IT groups and end users with methods involved in strategizing IT carrier operations.

ITSM application can deliver many capabilities that guide IT groups. as an example, workflow management capabilities in ITSM options use automation to prepare and convey service strategies via described roles and tactics. an additional commonplace feature is service request administration, also referred to as ticketing, which helps to organize, document and assign service requests. as an example, Zendesk gives a consumer carrier answer that makes it possible for inside and exterior groups to collaborate on difficult tickets.

These ITSM solutions assist users perform tasks crucial for safety and compliance methods like asset administration and license administration. Incident administration features could make it more convenient for clients to resolve IT complications, notice risks and mitigate their impact. as an example, ClickUp presents an ITSM template with elements to assist IT groups with incident management, issue administration, trade management, elementary asset administration and even advantage management.

moreover, ITSM equipment aid users in enjoyable consumer considerations. as an example, ITSM methods with information analytics and reporting expertise use key efficiency symptoms to reach insights and assist IT teams increase their operations.

features similar to self-carrier portals additionally permit clients to directly handle their IT carrier considerations and take handle into their personal hands, improving their usual satisfaction. ServiceNow’s ITSM tool provides automated provider to shoppers via a chatbot tool that they could use to address regular questions and get an instantaneous decision.

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