Easily To Pass New CIS-ITSM Verified & Correct Answers [Jan 18, 2025 [Q93-Q107]

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Easily To Pass New CIS-ITSM Verified & Correct Answers [Jan 18, 2025

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Q93. Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.

Standard Changes do not require approvals

Templates can be used only for Standard Changes

Creation of a Standard Change Template requires approval

Standard Change Templates cannot include standard tasks

Q94. Configuration items can be created from asset management.

True

False

Explanation
One of the channels to create configuration items is from asset management.

Q95. Which of the following are valid Request States? (Choose all that apply.)

Pending Approval

Open

Pending

Approved

Work in Progress

Q96. Which one of the following is the GOAL of Incident Management?

An unplanned interruption to IT service or reduction of the quality of an IT service

Conduct root-cause analysis to determine and resolve the cause of events

Prevent disruptions to normal service operations to maximize user productivity

Restore normal service operation as quickly as possible with minimal disruption to the business

Explanation
ITIL Definitiion of Incident Management:
The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined here as service operation within service-level agreement (SLA). It is one process area within the broader ITIL and ISO 20000 environment.

Q97. A user with role catalog_editor can maintain catalog items but he/she CANNOT update catalog definitions.

True

False

Explanation
Users with role catalog_editor can maintain catalog items and also can update catalog definition.

Q98. The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with the account. The manager wants to use this field as part of an email marketing segmentation strategy.
How can this requirement be met?

Create a roll-up summary field that counts the number of contacts and displays the count on the account.

Create a custom formula field on the account using the count() function to count the number of related contacts.

Create a custom field on the account. Use an Apex trigger to update the field when contacts are added or deleted.

Create a custom field on the account. Use a workflow rule to update the field when contacts are added or deleted.

Q99. Which of the following statements is true regarding configuration items and the table extended?

Neither of technical nor non-technical configuration items extend directly from Base Configuration Item table.

Only non-technical configuration items extend directly from Base Configuration Item table.

Both technical and non-technical configuration items extend directly from Base Configuration Item table.

Only technical configuration items extend directly from Base Configuration Item table.

Explanation
Technical configuration items extend the cmdb_ci table, whereas non-technical configuration items extend Base Configuration Item (cmdb) table.

Q100. 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?

Create a developer sandbox.

Create a configuration-only sandbox.

Create a metadata sandbox.

Create a full sandbox.

Q101. An administrator has initiated the process of deploying changes from a sandbox to the production environment using the Force.com IDE.
Which three pieces of information must be supplied to the IDE during this process? (Choose three.)

The username and password of the destination environment

The related change set connection information

The metadata components that need to be deployed

The data of the fields which are being deployed

The environment into which the changes will be deployed

Q102. Which of the following fields in the Choice form specifies the field for which this choice is made?

Dependent value

Element

Value

Field

The Element field in the Choice form is used to specify to which field in the original form should this choice be added.

Q103. A Knowledge Article can be associated with multiple Knowledge Bases.

True

False

A knowledge article can be associated with only one knowledge base.

Q104. Which of the following are defined for a given change model?
Choose 3 answers

State transition conditions

State model

State transitions

Phase model

Phase transitions

Detailed Explanation:
In ServiceNow, a change model defines how a change progresses through its lifecycle. The state model refers to the predefined states (e.g., New, Assess, Authorize) a change can transition through. State transitions are the movement between these states. Similarly, a phase model represents the different phases of the change process (such as Request, Authorization, Implementation), which can have distinct requirements and actions.
Each of these components defines a clear structure and sequence of events for managing changes effectively.

Q105. A developer gets an error saying “Maximum Trigger Depth Exceeded.”
What is a possible reason to get this error message?

The SOQL governor limits are being hit.

A Process Builder is running that sends mass emails.

There are numerous DML operations in the trigger logic.

A trigger is recursively invoked more than 16 times.

Explanation/Reference:

Q106.

The test method above calls an @future method that increments the Number_of_Times_Viewed__c value. The assertion is failing because the Number_of_Times_Viewed__c equals 0.
What is the optimal way to fix this?

Change the initialization to acct.Number_Of_Times_Viewed__c = 1.

Add Test.startTest() before and Test.stopTest() after AuditUtil.incrementViewed.

Add Test.startTest() before and Test.stopTest() after insert acct.

Change the assertion to System.assertEquals(0, acctAfter.Number_Of_Times_Viewed__c).

Explanation/Reference:

Q107. By default, CAB Approval is only requested for normal changes with moderate to high risk.

True

False

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ServiceNow is a cloud-based platform that provides IT service management, IT operations management, and IT business management solutions to organizations worldwide. With ServiceNow, businesses can automate their workflows, reduce costs, and improve the user experience for their customers and employees. To help businesses optimize their ServiceNow implementation, the company offers a certification program for IT professionals called the Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification.

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