ServiceNow CIS-ITSM Exam Questions With Complete Solutions.

ServiceNow CIS-ITSM Exam Questions With Complete Solutions. Which field from the configuration item will automatically populate in the Assignment group field of an incident record? A. Managed by B. Support group C. Approval group D. Change group - Support Group -Added all options noted as fields to CI record via form designer -Applied different assignment groups to noted fields -Tested by creating a new incident, populated the CI field, then saved the record -Once record refreshed, assignment group field populated by Support group in original CI record Which of the following are defined for a given change model? (Choose three) 2 | P a g e Katelyn Whitman© 2025, All Rights Reserved. A. Phase transitions B. State model C. State transition conditions D. Phase model E. State transitions - State Model State transition conditions State transitions check pg. 237 of the ITSM implementation guide to confirm When is a change task for Post Implementation Review created for an unauthorized change? A. When the change request moves to Close B. When a change manager accepts the change C. When the change request moves to a state of Review D. When the change request moves to a state of Assess - When the change request moves to a state of Review 3 | P a g e Katelyn Whitman© 2025, All Rights Reserved. check pg. 269 of ITSM implementation guide to confirm Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes? A. Reports B. CI Class Manager C. Application Menus D. Dependency View - CI Class Manager check pg. 41 of ITSM implementation guide Which of the following cannot be defined or set through a Catalog UI Policy? A. Setting a variable to mandatory B. Apply a requirement to all form views C. Setting a catalog category to visible D. Setting a variable to read-only - Apply a requirement to all form views 4 | P a g e Katelyn Whitman© 2025, All Rights Reserved. Check pg. 151 of ITSM implementation guide to confirm items that can be defined through catalog UI policies Which type of catalog item should be used to create an incident record from the portal? A. Incident Template B. Request Item C. Order Guide D. Record Producer - Record producer Check pg. 133 of ITSM implementation guide to confirm Which incident management roles are activated by installing the ITSM Roles plugin? (choose two) A. sn_incident_read B. itsm_incident_read C. incident_manager D. sn_incident_write 5 | P a g e Katelyn Whitman© 2025, All Rights Reserved. E. itsm_incident_write - sn_incident_read sn_incident_write Check under "ITSM Roles - Incident Management" portion of this article to confirm management/page/product/incident-management/task/req-itsm-roles-inci- A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the quick view frame shows only the following fields:User name - Manager name -Email Address -Employee ID -How would you modify the quick view frame? A. Update the sys_popup view for the user table B. Update the sys_quick view for the caller table C. Update the sys_popup view for the caller table D. Update the sys_quick view for the user table - Update the sys_popup view for the user table 6 | P a g e Katelyn Whitman© 2025, All Rights Reserved. Caller field on incident record references user table Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement? A. Internal/External Highlighting B. Search as User C. Show User Viewable D. User Only View - Search as