ServiceNow CIS-ITSM Online Practice Questions and Exam Preparation

ServiceNow CIS-ITSM Online Questions & Answers

• Question 1:

  Which ServiceNow module provides analytics dashboards and KPIs to measure Change and Incident performance?

  A. ITSM Metrics Dashboard
  B. Performance Analytics
  C. Report Center
  D. CMDB Health Dashboard
  B. Performance Analytics

• Question 2:

  In the Service Catalog, what feature allows users to save incomplete requests to submit later?

  A. Enable Save Cart
  B. Enable Wish List
  C. Enable Partial Submit
  D. Draft Save
  B. Enable Wish List

• Question 3:

  When using the "Search as" feature on the Incident form, what is its purpose?

  A. To perform searches as the logged-in admin user
  B. To simulate search results visible to the caller
  C. To filter based on incident type
  D. To perform global knowledge search
  B. To simulate search results visible to the caller

• Question 4:

  What component defines the conditions under which a Change Request moves between states?

  A. Change Policy
  B. State Transition Model
  C. Change Workflow
  D. Flow Designer
  B. State Transition Model

• Question 5:

  Which variable type should be used to capture multiple line items in a catalog item?

  A. Grid variable
  B. Multi-row variable set
  C. List variable
  D. Table variable
  B. Multi-row variable set

• Question 6:

  Which interface is primarily designed for Tier-1 agents to manage incidents and interact with users?

  A. ITSM Dashboard
  B. Agent Workspace
  C. Service Portal
  D. Incident Console
  B. Agent Workspace

• Question 7:

  When configuring SLA definitions, where are the breach warning timeframes set?

  A. SLA Definition record
  B. SLA Flow Designer
  C. SLA Notification Template
  D. SLA Warning Configuration
  B. SLA Flow Designer

• Question 8:

  Which feature allows visibility to data joined across multiple tables, such as Incidents linked to Configuration Items?

  A. Metric Base
  B. Database View
  C. Data Join
  D. Report Relationship
  B. Database View

• Question 9:

  What module can administrators use to define feedback options such as "Helpful?" or "Comments" on knowledge articles?

  A. Knowledge Feedback Settings
  B. Knowledge Base Configuration
  C. Feedback UI Action
  D. Knowledge Base Properties
  D. Knowledge Base Properties

• Question 10:

  Which baseline Change Flow automatically creates a Post-Implementation Review task?

  A. Change ?Normal ?Implement
  B. Change ?Emergency ?Review
  C. Change ?Major ?Review
  D. Change ?PIR Flow
  B. Change ?Emergency ?Review