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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionObjectives
Topic 1: Request Fulfillment and Service Catalog- Catalog items and workflows
- Request lifecycle management
Topic 2: Change Management- Approval and risk management
- Change types and workflows
Topic 3: Knowledge Management- Knowledge article creation and governance
- Publishing and lifecycle processes
Topic 4: CMDB and Service Mapping Concepts- Service dependencies overview
- CMDB structure and relationships
Topic 5: ITSM Foundation and Platform Concepts- ServiceNow platform architecture and navigation
- ITSM application overview
Topic 6: Problem Management- Known errors and workarounds
- Problem identification and root cause analysis
Topic 7: ITSM Reporting and Performance- Metrics and KPI tracking
- Basic reporting and dashboards
Topic 8: Incident Management- SLAs, assignments, and escalation
- Incident lifecycle and configuration

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q179-Q184):

NEW QUESTION # 179
Which service types can be managed through the scope of Service Portfolio Management?
Choose 2 answers

Answer: B,C

Explanation:
ServiceNow Service Portfolio Management primarily manages Business Services and Application Services. A Business Service refers to services that support business processes or provide value to the customer, while Application Services are services provided by software applications. These services are tracked and managed to ensure they align with organizational objectives. Mobile Service and Technical Service are more specialized or less commonly grouped within the Service Portfolio scope.
Refer to Service Portfolio Management for further understanding.


NEW QUESTION # 180
What will be the new state once you click on the "Mark Duplicate" button in the problem form?

Answer: A


NEW QUESTION # 181
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

Answer: C,D


NEW QUESTION # 182
In the baseline platform configuration, when a Knowledge Article is flagged by a user as being incomplete or incorrect, a notification is sent to the Knowledge Base Owner.

Answer: B


NEW QUESTION # 183
Which record type would you use for an Ask a Question form that would generate an Incident?

Answer: E

Explanation:
The implementation requirement maps directly to C. Record Producer; therefore C is correct. 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. A Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit.
A). Order Guide; B. Content Item; D. Linked Item. 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 # 184
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