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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q196-Q201):

NEW QUESTION # 196
It is recommended to use "Changes to" instead of "Is" in notification conditions.

A. False
B. True

Answer: B

NEW QUESTION # 197
A company uses an external system to manage its custom account territory assignments. Every quarter, millions of Accounts may be updated in Salesforce with new Owners when the territory assignments are completed in the external system.
What is the optimal way to update the Accounts from the external system?

A. SOAP API
B. Apex REST Web Service
C. Composite REST API
D. Bulk API

Answer: B

NEW QUESTION # 198
Which table is used to store emergency change requests?

A. Change Request [change_request]
B. Change [change]
C. Emergency Change Request [emergency_change_request]
D. Emergency CR [emergency_cr]

Answer: A

Explanation:
All types of change requests are stored in the same table: Change Request [change_request].

NEW QUESTION # 199
How are Releases related to Changes?

A. Changes are comprised of one or more Release
B. Releases are implemented prior to Changes
C. Releases are comprised of one or more Changes
D. Changes are implemented prior to Releases

Answer: C

Explanation:
ServiceNow ' s baseline implementation supports B. Releases are comprised of one or more Changes, so the answer is B. 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. A Release can contain one or more Changes.
Change Management supplies governance, risk evaluation, and authorization, while Release Management coordinates building, testing, packaging, and execution. Release Management is complementary to Change Management rather than a prerequisite for using it. The remaining choices are not the best fit. A. Releases are implemented prior to Changes; C. Changes are implemented prior to Releases; D. Changes are comprised of one or more Release. 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 # 200

Consider the above trigger intended to assign the Account to the manager of the Account's region.
Which two changes should a developer make in this trigger to adhere to best practices? (Choose two.)

A. Remove the last line updating accountList as it is not needed.
B. Use a Map accountMap instead of List accountList.
C. Use a Map to cache the results of the Region__c query by Id.
D. Move the Region__c query to outside the loop.

Answer: B,C

NEW QUESTION # 201
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