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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q103-Q108):

NEW QUESTION # 103
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?

A. sn_problem_write
B. sn_problem_business_user
C. sn_problem_read
D. sn_business_user
E. sn_service_owner

Answer: C

NEW QUESTION # 104
What tools are available to the assignee to help resolve an incident?
Choose 2 answers

A. Incident Overview Dashboard
B. Knowledge Articles
C. Class Manager
D. Enterprise CMDB Dashboard
E. Known Errors

Answer: A,C

NEW QUESTION # 105
Configuration items can be created from asset management.

A. False
B. True

Answer: B

Explanation:
One of the channels to create configuration items is from asset management.

NEW QUESTION # 106
In release management what controls the movement of the state from Scoping to Awaiting Approval?

A. Workflow
B. State model
C. Manual state selection
D. Flow

Answer: A

NEW QUESTION # 107
When implementing ServiceNow, deleting demo data and populating foundation data is often the first step.

A. False
B. True

Answer: B

NEW QUESTION # 108
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