[Q109-Q123] Verified CIS-ITSM dumps Q&As – Pass Guarantee Exam Dumps Test Engine [2026]

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Verified CIS-ITSM dumps Q&As – Pass Guarantee Exam Dumps Test Engine [2026]

CIS-ITSM dumps and 200 unique questions

ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
Topic 1: Request Fulfillment and Service Catalog	– Request lifecycle management – Catalog items and workflows
Topic 2: Incident Management	– SLAs, assignments, and escalation – Incident lifecycle and configuration
Topic 3: CMDB and Service Mapping Concepts	– Service dependencies overview – CMDB structure and relationships
Topic 4: ITSM Reporting and Performance	– Metrics and KPI tracking – Basic reporting and dashboards
Topic 5: ITSM Foundation and Platform Concepts	– ServiceNow platform architecture and navigation – ITSM application overview
Topic 6: Problem Management	– Known errors and workarounds – Problem identification and root cause analysis
Topic 7: Change Management	– Change types and workflows – Approval and risk management
Topic 8: Knowledge Management	– Publishing and lifecycle processes – Knowledge article creation and governance

NO.109 Given the class structure shown below, which types of Cls will be included in a report run against the cmdb_ci_computer table?

Just Cls defined directly in cmdb_ci_computer

Cls defined directly in cmdb_ci_computer and all parent classes

Cls defined directly in cmdb_ci_computer and all child classes

NO.110 Users who approve changes require ServiceNow license unless they do the approval through email.

True

False

NO.111 Which of the following is NOT a way service catalog requests may be submitted in a baseline ServiceNow instance?

From an inbound email

From the service catalog

From the service portal

From an incident record

NO.112 A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

If 7 days has passed, since the Problem was closed, it cannot be re-opened

Problem Manager clicks Re-Analyze on the Problem record

Problem Assignee clicks Re-Open on the Problem record

Administrator clicks Re-Open on the Problem Record

NO.113 Why it takes time for the workaround to appear in the linked incidents’ comments when the “Communicate Workaround” is clicked in a problem?

There’s a scheduled job that runs every day at midnight to add the comment to linked incidents.

The “Communicate Workaround” uses an event which must be processed.

The system waits an action from the user to close the problem and then the workaround will be copied.

The query used to filter linked incidents is very complex and it takes time to run.

NO.114 A developer is trying to decide between creating a Visualforce component or a Lightning component for a custom screen.
Which functionality consideration impacts the final decision?

Does the screen need to be rendered as a PDF?

Does the screen need to be accessible from the Lightning Experience UI?

Will the screen make use of a JavaScript framework?

Will the screen be accessed via a mobile app?

NO.115 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.)

% Successful Changes

Count of Completed Changes per Month, by Change Type

% Unauthorized Changes

Count of Completed Changes per Month, by Category

NO.116 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?

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

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

Create an Access control to hide the unnecessary CIs from the itil users

Make a show/hide UI action to show only the desired CIs to the itil users

NO.117 Which one of the following is NOT an addition of Knowledge v3 over the Legacy Knowledge?

In Legacy Knowledge, permissions were defined using roles and ACLs, whereas permissions are defined using user criteria in Knowledge v3.

Legacy Knowledge didn’t have categorization, whereas categorization is available in Knowledge v3.

Legacy Knowledge could have only one knowledge base, whereas you can have multiple knowledge bases in Knowledge v3.

Legacy Knowledge could have only one workflow for all articles, whereas you can have multiple workflows in Knowledge v3.

NO.118 Where are the technical approvals defined, that are executed in the Change – Normal – Assess flow?

Change Assess Approval Subflow

Change Approval Policy

Change Approval Subflow

Change Approval Matrix

NO.119 When a user selects Change > New, they are presented with a ___________ to select the type of change instead of being presented with a new Change form.

Interceptor

Splash Page

Wizard

Interupter

NO.120 What defines which catalog Items, and in what order, are included in an Order Guide?

Order guide template

Rules

Variable sets

UI policies

NO.121 How do you make an article visible in the featured content section?

Add the article to the featured content related list in a knowledge base.

Select the Featured check box in the article.