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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Incident lifecycle and process flow |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
| Topic 4: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes - Known error and workaround management |
| Topic 5: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Integration between ITSM applications |
| Topic 6: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation |
Practicing with ServiceNow CIS-ITSM Exam questions will help you to become an expert in and acquire the ServiceNow CIS-ITSM. ServiceNow CIS-ITSM Exam Questions allow you to verify your skills as a professional. You have to pass the ServiceNow CIS-ITSM to achieve the associate-level certification.
NEW QUESTION # 185
How are Releases related to Changes?
Answer: B
NEW QUESTION # 186
Universal Containers is implementing a new lead status process and wants to be able to do the following:
* Track leads through five different status values.
* Run reports showing the duration a lead spends in each status.
* Run full Lifetime reports of a lead from creation to conversion.
* Prevent leads from skipping a lead status.
How can these requirements be met?
Answer: D
NEW QUESTION # 187
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers
Answer: A,D
Explanation:
Answer A, D aligns with the baseline ServiceNow implementation: A. sn_incident_write; D.
sn_incident_read. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. The ITSM Roles plugin introduces granular Incident access roles so organizations can separate read access from write access instead of relying only on the broader itil role. The relevant granular roles are sn_incident_read and sn_incident_write. The remaining choices are not the best fit. B. sn_incident_insert; C. sn_incident_update.
Those alternatives represent different configuration layers or operational purposes and do not satisfy the requirement as directly as the selected answer. For implementation work, favor the baseline property, role, policy, model, record type, or automation mechanism before introducing custom scripts. That approach preserves upgrade compatibility, keeps process ownership explicit, and matches the configuration patterns emphasized throughout the CIS-ITSM curriculum. Study Guide Topics: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 188
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
Answer: C
Explanation:
ServiceNow ' s baseline implementation supports A. Change - Emergency - Review, so the answer is A.
Major Incident Management extends the Incident process with controlled candidate promotion and additional major-incident states, roles, communications, and governance. The distinction between proposing a candidate and managing or promoting a major incident is intentional so that broad ITIL users can raise candidates while designated major-incident roles retain process control. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. B. Change - Emergency - Authorize; C. Change - P1 - Review; D. Change - Major Incident - Authorize. Those alternatives represent different configuration layers or operational purposes and do not satisfy the requirement as directly as the selected answer. For implementation work, favor the baseline property, role, policy, model, record type, or automation mechanism before introducing custom scripts. That approach preserves upgrade compatibility, keeps process ownership explicit, and matches the configuration patterns emphasized throughout the CIS- ITSM curriculum. Study Guide Topics: Major Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 189
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
Answer: A,C
NEW QUESTION # 190
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