ServiceNow CIS-ITSM Exam Questions for Authentic Preparation

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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. CI classes and relationships
  • 3. Discovery integration
Topic 2: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Configuration and customization basics
  • 2. Application Navigator and search capabilities
  • 3. Lists, forms, and UI policies
Topic 3: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA configuration in ServiceNow
  • 3. SLA timers and pause conditions
Topic 4: Change Management15-20%- Change request lifecycle
  • 1. Change models and categories
  • 2. Approval workflows and routing
  • 3. Risk assessment and CAB scheduling
- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Conflict detection
  • 3. Implementation plan creation
Topic 5: ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. ITSM license requirements
  • 2. Process activator features
  • 3. Baseline configuration
- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Catalog configuration
  • 3. Variable sets and question blocks
Topic 6: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. Lease and warranty management
  • 3. CI to asset relationship
Topic 7: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Topic 8: Incident Management15-20%- Integration with other processes
  • 1. Problem management linkage
  • 2. Knowledge base integration
  • 3. Change management connection
- Incident creation and management
  • 1. SLA configuration and monitoring
  • 2. Incident states and workflow
  • 3. Assignment rules and escalation
Topic 9: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Article types and workflows
  • 3. Search and publication
Topic 10: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q112-Q117):

NEW QUESTION # 112
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers

Answer: C,D


NEW QUESTION # 113
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?

Answer: B

Explanation:
https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management
/reference/installed-with-madrid-best-prac.html


NEW QUESTION # 114
Which of these are considered configuration base items? (Choose three.)

Answer: B,C,D

Explanation:
Explanation
configuration base items include: -Servers -Computers -Workstations -Out-of-band devices -Network gear
-Printers -Communication Devices -UPSs -Accessories -Computer Peripherals -Software


NEW QUESTION # 115
After publishing an item via Catalog Builder, the associated update set is set to which state?

Answer: C

Explanation:
Detailed Explanation:
Once an item is published through the Catalog Builder in ServiceNow, the associated Update Set is set to the Complete state. This signifies that the update set has been finalized and no further changes are expected, ensuring that the item is available for use in the Service Catalog.
See Catalog Builder for more details.


NEW QUESTION # 116
Your implementation has some legacy change types with workflows, and also some new change models.
What option for Change Create New will support your scenario?

Answer: A


NEW QUESTION # 117
......

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