CIS-ITSM Formal Test, Associate CIS-ITSM Level Exam

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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. CI classes and relationships 2. CI data quality and reconciliation 3. Discovery integration
ITSM Framework and Setup	20-25%	- Service catalog and service offerings 1. Workflow editor for catalog items 2. Variable sets and question blocks 3. Catalog configuration - ITSM Pro functionality and capabilities 1. Process activator features 2. ITSM license requirements 3. Baseline configuration
ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Application Navigator and search capabilities 2. Configuration and customization basics 3. Lists, forms, and UI policies
Change Management	15-20%	- Change calendar and planning 1. Conflict detection 2. Implementation plan creation 3. Change calendar configuration - Change request lifecycle 1. Approval workflows and routing 2. Risk assessment and CAB scheduling 3. Change models and categories
Knowledge Management	5-10%	- Knowledge base structure 1. Integration with incidents and problems 2. Search and publication 3. Article types and workflows
Problem Management	10-15%	- Problem workflow and states 1. Problem categorization and prioritization 2. Known error database (KEB) 3. Linking incidents to problems
Incident Management	15-20%	- Incident creation and management 1. Assignment rules and escalation 2. SLA configuration and monitoring 3. Incident states and workflow - Integration with other processes 1. Change management connection 2. Knowledge base integration 3. Problem management linkage
Service Level Management	10-15%	- SLA definitions and metrics 1. SLA reporting and dashboards 2. SLA configuration in ServiceNow 3. SLA timers and pause conditions
Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Real-time reporting capabilities 2. Metric definition and KPI setup 3. Dashboard creation
Asset Management Integration	5-10%	- Hardware and software asset tracking 1. Lease and warranty management 2. CI to asset relationship 3. Asset lifecycle management

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q162-Q167):

NEW QUESTION # 162
A developer wants to call an Apex Server-side Controller from a Lightning Aura Component.
What are two limitations to the data being returned by the Controller? (Choose two.)

A. Basic data types are supported, but defaults, such as maximum size for a number, are defined by the objects that they map to.
B. A custom Apex Class can be returned, but only the values of public instance properties and methods annotated with @AuraEnabled are serialized and returned.
C. Only Basic data types and sObjects are supported as return types for Apex Controllers called by Lightning Aura Components.
D. Lists of Custom Apex Classes cannot be returned by Apex Controllers called by Lightning Aura Components.

Answer: A,B

NEW QUESTION # 163
In a ServiceNow Change Model, when configuring a transition from the "Authorized" state to the "Scheduled" state, what must be defined in the "Requires" field to ensure the change only progresses after formal consent?

A. Not on Hold
B. Task is Approved
C. Task is Authorized
D. Task is Rejected

Answer: B

Explanation:
In Change Management, specifically when using the Change Model framework (introduced in the Rome release to provide more flexibility than legacy workflows), state transitions are governed by specific conditions. For a Change Request to move from the Authorized state (where it has been vetted by the CAB or technical leads) to the Scheduled state (where it is ready for implementation), the system must verify that the necessary approvals have been granted. Therefore, the "Requires" field is set to Task is Approved to ensure that the transition only occurs once the approval engine returns a positive result.

NEW QUESTION # 164
Which two relationship queries use the proper syntax? (Choose two.)

A. SELECT Id, Name, Account.Name FROM Contact WHERE Account.Industry = 'Media'
B. SELECT Name, (SELECT LastName FROM Contacts) FROM Account
C. SELECT Name, (SELECT LastName FROM Contacts__r) FROM Account
D. SELECT Id, Name, Account__r.Name FROM Contact WHERE Account__r.Industry = 'Media'

Answer: A,B

NEW QUESTION # 165
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?

A. Edit in Catalog Builder
B. Edit in Catalog Item Designer
C. Edit in Form Designer
D. Edit in Item Designer

Answer: A

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management
/concept/catalog-builder.html

NEW QUESTION # 166
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?

A. Edit in Catalog Builder
B. Edit in Catalog Item Designer
C. Edit in Form Designer
D. Edit in Item Designer

Answer: A

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html

NEW QUESTION # 167
......

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