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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Change Management15-20%- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Change models and categories
  • 3. Approval workflows and routing
- Change calendar and planning
  • 1. Conflict detection
  • 2. Implementation plan creation
  • 3. Change calendar configuration
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: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. Discovery integration
  • 2. CI classes and relationships
  • 3. CI data quality and reconciliation
Topic 4: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Topic 5: Knowledge Management5-10%- Knowledge base structure
  • 1. Article types and workflows
  • 2. Integration with incidents and problems
  • 3. Search and publication
Topic 6: 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 7: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. Lease and warranty management
  • 3. CI to asset relationship
Topic 8: 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. Variable sets and question blocks
  • 3. Catalog configuration
Topic 9: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow
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 (Q55-Q60):

NEW QUESTION # 55
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

Answer: B

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html


NEW QUESTION # 56
A Request Management process is being designed. To prevent bottlenecks when a designated approver is unavailable (e.g., on vacation), which two ServiceNow features should be utilized? (Choose two.)

Answer: C,D

Explanation:
To ensure business continuity in Request Fulfillment, ServiceNow provides two primary architectural solutions:
* Group Approvals (B): Instead of assigning an approval to a single individual, the approval task is sent to a group (e.g., "Finance Directors"). Any member of that group can approve the request, ensuring that the absence of one person does not stall the workflow.
* Delegation (C): ServiceNow includes a native Delegate feature (located in the User Profile). A user can designate another user to receive their approvals, notifications, and meeting invitations for a specific period. When a user is delegated, the system automatically routes the approval to the delegate, preventing delays during planned or unplanned absences.


NEW QUESTION # 57
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

Answer: B

Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. sn_problem_read. Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. 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. A.
sn_business_user; C. sn_service_owner; D. sn_problem_write. 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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 58
Users who approve changes require ServiceNow license unless they do the approval through email.

Answer: A

Explanation:
License is needed for approval even if the approval is done via email.


NEW QUESTION # 59
Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?

Answer: A

Explanation:


NEW QUESTION # 60
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