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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q109-Q114):

NEW QUESTION # 109
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

Answer: D

Explanation:
From the book: An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions: - Email reply: sending an email back to the source that triggered the action - By default, if an email has no identifiable watermark, an inbound email action creates a new incident from the message. - If the email has a watermark of an existing incident, an inbound email action updates the existing incident according to the action's script


NEW QUESTION # 110
The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.

Answer: B

Explanation:
Explanation
CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.


NEW QUESTION # 111
An Apex class does not achieve expected code coverage. The testSetup method explicitly calls a method in the Apex class.
How can the developer generate the code coverage?

Answer: A

Explanation:
Explanation


NEW QUESTION # 112
When a user submits a service request from a catalog what actions are triggered based on the flow definition?
Choose 3 answers

Answer: A,B,C

Explanation:
The correct selection is A, B, C because A. Approvals; B. Notifications; C. Tasks. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. D. Action Specs; E. Access Controls. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 113
Which of the following CANNOT be performed by public user?

Answer: D


NEW QUESTION # 114
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