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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Problem Management	20%	- Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Known error and workaround management - Problem resolution and closure processes
Change Management	20%	- Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change models, approval workflows, and policies
Integrations & Advanced Features	10%	- Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Service Operations Workspace configuration
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
Configuration Management Database (CMDB)	5%	- CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes
Incident Management	30%	- Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Incident lifecycle and process flow

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q39-Q44):

NEW QUESTION # 39
Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces? (Choose four.)

A. HTML
B. IP Address
C. UI Page
D. Label
E. Container Start
F. Lookup Select Box

Answer: A,C,D,E

Explanation:
Explanation/Reference:

NEW QUESTION # 40
Which of the following is NOT a consideration when determining the need for multiple service catalogs?

A. Size of the company
B. Services and Types of Service
C. Delegation of Catalog Administration
D. Audience

Answer: A

Explanation:
Explanation

NEW QUESTION # 41
Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.

A. State changes to Scheduled. Actual end is set when the State changes to Review.
B. State changes to Implement. Actual end is set when the State changes to Review.
C. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
D. State changes to Implement. Actual end is set when the State changes to Closed.

Answer: B

Explanation:
Explanation
Actual start date and Actual end date are set by functions in the Change Request State Model Script Includes. When the state changes to Implement, the Actual Start date is set to the cu rrent date/ time. When t he state changes to Review, the Actual End date is populated.

NEW QUESTION # 42
Which of the following statements is true regarding attaching workflows to requests?

A. One or more workflows can be attached to a request.
B. A workflow can be attached to requests but it is not mandatory.
C. A workflow must be attached to requests.
D. It is not possible to attach workflows to requests.

Answer: C

NEW QUESTION # 43
A company represents their customers as Accounts in Salesforce. All customers have a unique Customer_Number__c that is unique across all of the company's systems. They also have a custom Invoice__c object, with a Lookup to Account, to represent invoices that are sent out from their external system. This company wants to integrate invoice data back into Salesforce so Sales Reps can see when a customer is paying their bills on time.
What is the optimal way to implement this?

A. Create a cross-reference table in the custom invoicing system with the Salesforce Account ID of each Customer and insert invoice data nightly.
B. Ensure Customer_Number__c is an External ID and that a custom field Invoice_Number__c is an External ID and Upsert invoice data nightly.
C. Use Salesforce Connect and external data objects to seamlessly import the invoice data into Salesforce without custom code.
D. Query the Account Object upon each call to insert invoice data to fetch the Salesforce ID corresponding to the Customer Number on the invoice.

Answer: B

NEW QUESTION # 44
......

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