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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Metric definition and KPI setup 2. Real-time reporting capabilities 3. Dashboard creation
Topic 2: Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. Discovery integration 2. CI data quality and reconciliation 3. CI classes and relationships
Topic 3: ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Application Navigator and search capabilities 2. Configuration and customization basics 3. Lists, forms, and UI policies
Topic 4: Asset Management Integration	5-10%	- Hardware and software asset tracking 1. Lease and warranty management 2. Asset lifecycle management 3. CI to asset relationship
Topic 5: Problem Management	10-15%	- Problem workflow and states 1. Known error database (KEB) 2. Linking incidents to problems 3. Problem categorization and prioritization
Topic 6: Incident Management	15-20%	- Integration with other processes 1. Problem management linkage 2. Knowledge base integration 3. Change management connection - Incident creation and management 1. Incident states and workflow 2. Assignment rules and escalation 3. SLA configuration and monitoring
Topic 7: Service Level Management	10-15%	- SLA definitions and metrics 1. SLA timers and pause conditions 2. SLA configuration in ServiceNow 3. SLA reporting and dashboards
Topic 8: ITSM Framework and Setup	20-25%	- 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. Catalog configuration 3. Variable sets and question blocks
Topic 9: Knowledge Management	5-10%	- Knowledge base structure 1. Integration with incidents and problems 2. Search and publication 3. Article types and workflows
Topic 10: Change Management	15-20%	- 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. Change calendar configuration 3. Implementation plan creation

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q92-Q97):

NEW QUESTION # 92
On a service catalog item, a customer has a requirement that the start_date is before the end_date.
Which approach is recommended to satisfy this requirement?

A. Create a Business Rule that runs on Insert or Update of the Item
B. Create a Validation Script and associate it to the item
C. Create a Catalog Client UI Policy that triggers on Load of the Item
D. Create a Catalog Client Script that triggers on Submit of the Item

Answer: D

Explanation:
Explanation/Reference:

NEW QUESTION # 93
How many classes extend the Base Configuration Item [item]?

A. 0
B. 1
C. None of the listed answers
D. 2

Answer: C

Explanation:
Explanation
There are more than 500 classes that extend the Base Configuration Item [item].

NEW QUESTION # 94
Users who approve changes require ServiceNow license unless they do the approval through email.

A. False
B. True

Answer: A

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

NEW QUESTION # 95
Which of the following CANNOT be performed by public user?

A. Read Catalog Tasks
B. Read Categories
C. Read Catalog Definition
D. Read Catalog Item

Answer: A

NEW QUESTION # 96
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

A. Manage Risk Assessments
B. Manage Risk Conditions
C. Delete Change
D. Delete CAB Definition
E. Create and manage Approval Policies

Answer: A,B,C

NEW QUESTION # 97
......

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