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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup
Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Change Management15-20%- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Conflict detection
  • 3. Implementation plan creation
- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Approval workflows and routing
  • 3. Change models and categories
Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. Discovery integration
  • 3. CI classes and relationships
Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. CI to asset relationship
  • 3. Asset lifecycle management
ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Application Navigator and search capabilities
  • 2. Lists, forms, and UI policies
  • 3. Configuration and customization basics
Knowledge Management5-10%- Knowledge base structure
  • 1. Search and publication
  • 2. Article types and workflows
  • 3. Integration with incidents and problems
ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Catalog configuration
  • 3. Variable sets and question blocks
- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. Process activator features
  • 3. ITSM license requirements
Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow
Incident Management15-20%- Incident creation and management
  • 1. SLA configuration and monitoring
  • 2. Assignment rules and escalation
  • 3. Incident states and workflow
- Integration with other processes
  • 1. Problem management linkage
  • 2. Knowledge base integration
  • 3. Change management connection

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q101-Q106):

NEW QUESTION # 101
Primary tables associated with Request Fulfillment begin with the prefix __________.

Answer: B


NEW QUESTION # 102
A developer is writing code that requires making callouts to an external web service.
Which scenario necessitates that the callout be made in an @future method?

Answer: B


NEW QUESTION # 103
A Visualforce page contains an industry select list and displays a table of Accounts that have a matching value in their Industry field.

When a user changes the value in the industry select list, the table of Accounts should be automatically updated to show the Accounts associated with the selected industry.
What is the optimal way to implement this?

Answer: C


NEW QUESTION # 104
On the Change Record form, the Process Flow Formatter is used to __________.

Answer: D

Explanation:


NEW QUESTION # 105
A developer created a new trigger that inserts a Task when a new Lead is created. After deploying to production, an outside integration is periodically reporting errors.
Which change should the developer make to ensure the integration is not affected with minimal impact to business logic?

Answer: C


NEW QUESTION # 106
......

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