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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q78-Q83):

NEW QUESTION # 78
Which module to use in order to modify the field mapping of the Known Error articles?

Answer: B

Explanation:
Explanation
There's no module for this. You can use csm_table_mapping.list to access and modify the field mapping.


NEW QUESTION # 79
Users with which role can Communicate a workaround or fix? (Choose two.)

Answer: B,C


NEW QUESTION # 80
Which one of the following represents the overall lifecylce of a Request?

Answer: D


NEW QUESTION # 81
The Knowledge [kb_knowledge] table is extended from _________ .

Answer: B

Explanation:
Explanation
Knowledge [kb_knowledge] is a base table; it does not extend another table


NEW QUESTION # 82
What is the default number of days (integer) after which Resolved Incidents are automatically closed?

Answer: C

Explanation:


NEW QUESTION # 83
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