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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Incident Management15-20%- Integration with other processes
  • 1. Change management connection
  • 2. Knowledge base integration
  • 3. Problem management linkage
- Incident creation and management
  • 1. Assignment rules and escalation
  • 2. Incident states and workflow
  • 3. SLA configuration and monitoring
Topic 2: ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. Process activator features
  • 3. ITSM license requirements
- Service catalog and service offerings
  • 1. Variable sets and question blocks
  • 2. Catalog configuration
  • 3. Workflow editor for catalog items
Topic 3: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. CI to asset relationship
  • 3. Lease and warranty management
Topic 4: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA timers and pause conditions
  • 2. SLA configuration in ServiceNow
  • 3. SLA reporting and dashboards
Topic 5: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. CI classes and relationships
  • 3. Discovery integration
Topic 6: 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
Topic 7: Change Management15-20%- Change request lifecycle
  • 1. Approval workflows and routing
  • 2. Risk assessment and CAB scheduling
  • 3. Change models and categories
- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Change calendar configuration
  • 3. Conflict detection
Topic 8: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Metric definition and KPI setup
  • 3. Real-time reporting capabilities
Topic 9: Knowledge Management5-10%- Knowledge base structure
  • 1. Article types and workflows
  • 2. Integration with incidents and problems
  • 3. Search and publication
Topic 10: Problem Management10-15%- Problem workflow and states
  • 1. Problem categorization and prioritization
  • 2. Linking incidents to problems
  • 3. Known error database (KEB)

>> Frequent CIS-ITSM Updates <<

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q108-Q113):

NEW QUESTION # 108
A Lightning Component functions in preview mode and needs to be used inside a Lightning App Builder page, but it is not available.
What change should be applied to the component?

Answer: C


NEW QUESTION # 109
Which field from the configuration item will automatically populate in the Assignment group field of a problem record?

Answer: A


NEW QUESTION # 110
A company notices that their unit tests in a test class with many methods to create many records for prerequisite reference data are slow.
What can a developer to do address the issue?

Answer: B


NEW QUESTION # 111
Which of the following outlines the ways changes may be related to incidents?

Answer: D


NEW QUESTION # 112
Which of the following is NOT a way Service Catalog Requests may be submitted in a baseline ServiceNow instance?

Answer: C


NEW QUESTION # 113
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