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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
ITSM Foundation and Platform Concepts	- ITSM application overview - ServiceNow platform architecture and navigation
Knowledge Management	- Publishing and lifecycle processes - Knowledge article creation and governance
CMDB and Service Mapping Concepts	- CMDB structure and relationships - Service dependencies overview
Request Fulfillment and Service Catalog	- Request lifecycle management - Catalog items and workflows
Problem Management	- Problem identification and root cause analysis - Known errors and workarounds
Change Management	- Approval and risk management - Change types and workflows
Incident Management	- SLAs, assignments, and escalation - Incident lifecycle and configuration
ITSM Reporting and Performance	- Basic reporting and dashboards - Metrics and KPI tracking

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q43-Q48):

NEW QUESTION # 43
Configuration items can be created from asset management.

A. False
B. True

Answer: B

Explanation:
Explanation
One of the channels to create configuration items is from asset management.

NEW QUESTION # 44
How to customize the fields that appear when a user hovers over the reference icon?

A. Modify "ref_contributions" attribute for the field.
B. Modify "ref_ac_column" attribute for the field.
C. Add a new record in the Reference Popup table and configure the variables.
D. Create sys_popup view.

Answer: D

Explanation:
Explanation

NEW QUESTION # 45
What defines the required approvals and the associated conditions for a change model?

A. A change approval policy
B. A change model approval definition
C. A change approval lifecycle flow
D. A change model ' s slate transitions

Answer: A

NEW QUESTION # 46
Which of the following ways can be used to detect problems? (Choose all that apply.)

A. Third-party integrations
B. Reactive problem detection
C. Bottom-up problem detection
D. Top-down problem detection
E. Proactive problem detection

Answer: A,B,E

NEW QUESTION # 47
On an Incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

A. Assignment Group changes from Service Desk to Software Group
B. State changes from Resolved to Open
C. Update to an associated Problem Record
D. Submission of an Incident by the same Caller with an identical Short Description

Answer: B

Explanation:

NEW QUESTION # 48
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