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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q40-Q45):

NEW QUESTION # 40
ServiceNow is very flexible platform. Therefore, it is encouraged to customize ITSM processes to match any requirements from the customer.

A. True
B. False

Answer: B

Explanation:
Explanation
Technical staff should keep quality attributes in mind when considering stakeholder desires and requirements.

NEW QUESTION # 41
What should you do to customize the fields that get copied from incident when creating a problem from an incident?

A. Modify the "com.snc.incident.create_problem.attributes" property in Incident properties.
B. Modify the UI Action script that is used to create problem.
C. Modify the "com.snc.problem.copy_from_incident.attributes" property in Problem properties.
D. Modify the "com.snc.problem.create_from_incident.attributes" property in Problem properties.

Answer: D

NEW QUESTION # 42
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?

A. onLoad
B. onLaunch
C. onSave
D. onSubmit

Answer: A

NEW QUESTION # 43
A developer is trying to access org data from within a test class.
Which sObject type requires the test class to have the (seeAllData=true) annotation?

A. RecordType
B. Profile
C. Report
D. User

Answer: B

NEW QUESTION # 44
A company wants to incorporate a third-party web service to set the Address fields when an Account is inserted, if they have not already been set.
What is the optimal way to achieve this?

A. Create an after insert trigger, call an Apex @InvocableMethod method from it, and make the callout from that Apex method.
B. Create an after insert trigger, call an @future(callout=true) method from it, and make the callout from that Apex method.
C. Create a Process, call an Apex @InvocableMethod from it, and make the callout from that Apex method.
D. Create a Process, call an Apex @future(callout=true) method from it, and make the callout from that Apex method.

Answer: B

NEW QUESTION # 45
......

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