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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Change Management	20%	- Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies
Topic 2: Problem Management	20%	- Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Known error and workaround management - Problem resolution and closure processes
Topic 3: Configuration Management Database (CMDB)	5%	- CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes
Topic 4: Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications
Topic 5: Incident Management	30%	- Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states
Topic 6: Request Fulfillment & Service Catalog	15%	- Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows - Service level agreements for requests - Service catalog design, items, and categories

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q147-Q152):

NEW QUESTION # 147
A large company uses Salesforce across several departments. Each department has its own Salesforce Administrator. It was agreed that each Administrator would have their own sandbox in which to test changes.
Recently, users notice that fields that were recently added for one department suddenly disappear without warning. Also, Workflows that once sent emails and created tasks no longer do so.
Which two statements are true regarding these issues and resolution? (Choose two.)

A. The administrators are deploying their own Change Sets, thus deleting each other's fields from the objects in production.
B. Page Layouts should never be deployed via Change Sets, as this causes Workflows and Field-level Security to be reset and fields to disappear.
C. A sandbox should be created to use as a unified testing environment instead of deploying Change Sets directly to production.
D. The administrators are deploying their own Change Sets over each other, thus replacing entire Page Layouts and Workflows in Production.

Answer: B,D

Explanation:
Explanation/Reference:

NEW QUESTION # 148
Which of the following actions within the Major Incident Management (MIM) process can be performed by a user with only the role?

A. Propose a Major Incident candidate
B. Promote a Major Incident candidate
C. Resolve a Major Incident
D. Publish Major Incident communication updates

Answer: A

Explanation:
The Major Incident Management (MIM) workflow has specific role restrictions to ensure high-visibility issues are handled by authorized personnel.
* Proposing a Major Incident (C) is a function available to any user with the itil role. This allows technical staff to flag a critical issue they believe meets Major Incident criteria.
* Promoting (D) a candidate to a full Major Incident or Resolving (B) one requires the major_incident_manager role.
* Publishing updates (A) typically requires the communications_manager or major_incident_manager role.
Therefore, the ITIL user acts as the "eyes on the ground" who identifies and proposes potential major incidents for review.

NEW QUESTION # 149
The VEditor is a formatter that shows variables entered in the catalog item form.

A. False
B. True

Answer: B

NEW QUESTION # 150
On a Normal Change Model what are some examples of the Model State Transitions that are defined for the Authorize state?

A. Authorize to Implement, Authorize to Assess, Authorize *o Review
B. Authorize to Scheduled Authorize to CIosed, Authorize to New
C. Authorize to Canceled, Authorize to New, Authorize to Scheduled
D. Authorize to Draft. Authorize to Assess. Authorize to Review

Answer: C

Explanation:
Answer C aligns with the baseline ServiceNow implementation: C. Authorize to Canceled, Authorize to New, Authorize to Scheduled. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. 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. Authorize to Draft. Authorize to Assess. Authorize to Review; B. Authorize to Implement, Authorize to Assess, Authorize *o Review; D. Authorize to Scheduled Authorize to CIosed, Authorize to New. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 151
Change tasks can manually be added in the following states. (Choose three.)

A. Assess
B. Closed
C. Authorize
D. Canceled
E. Implement

Answer: A,C,E

NEW QUESTION # 152
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