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ServiceNow CIS-ITSM Exam
Certified Implementation Specialist - IT Service Management (Page 4 )

Updated On: 12-Feb-2026
Page 4 of 39
PDF with 232 Questions

Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

  1. Edit in Catalog Item Designer
  2. Edit in Item Designer
  3. Edit in Catalog Builder
  4. Edit in Form Designer

Answer(s): C



Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

  1. Add a UI action to hide the Network CAB group from the list
  2. Add a UI action to provide an error message if the Network CAB group is selected
  3. Add Dictionary Override to specify the Incident group Reference Qualifier
  4. Modify the choice list to include only the appropriate group types

Answer(s): C



Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

  1. Chat Bot
  2. Related Search Results
  3. Knowledge Bases
  4. Intelligent Agent
  5. Agent Assist

Answer(s): E



Which capability provides visibility to data joined between multiple tables?

  1. Database Views
  2. Metric Tables
  3. Published Reports
  4. Custom Tables
  5. Breakdown Sources

Answer(s): A



What tools are available to the assignee to help resolve an Incident? (Choose two.)

  1. Knowledge Articles
  2. Workarounds
  3. CI Class Manager
  4. Incident Overview Dashboard
  5. Enterprise CMDB Dashboard

Answer(s): A,B






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