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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q40-Q45):

NEW QUESTION # 40
An administrator wants to pull data related to service contracts from Salesforce to store elsewhere on a monthly basis.
Which two ways can an administrator accomplish this? (Choose two.)

A. Use the "Object Export" feature under Data Management.
B. Use Data Exporter to export the data each month.
C. Use Data Loader to export the data each month.
D. Configure the "Schedule Export" option under Data Export.

Answer: C,D

NEW QUESTION # 41
What are key relationships between Change and Problem records?
Choose 2 answers

A. Changes which cause incidents should have an associated Problem
B. A Change can cause a Problem
C. Problem can be solved by a Change
D. A Problem must be associated with a Change, before it can be closed

Answer: B,C

Explanation:
The implementation requirement maps directly to C. A Change can cause a Problem; D. Problem can be solved by a Change; therefore C, D is correct. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. 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. A Problem must be associated with a Change, before it can be closed; B. Changes which cause incidents should have an associated Problem. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 42
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?

A. SLAs are essential to problem management, as support specialists need to quickly identify root causes
B. SLAs are be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take
C. SLAs re recommended in the ITIL framework for problem management
D. SLAs are available for problem management, but require custom code

Answer: B

Explanation:
https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management
/concept/c_ProblemManagementProcess.html

NEW QUESTION # 43
When migrating a legacy Service Catalog to a new ServiceNow instance, which of the following is considered a best practice for managing existing catalog items?

A. Notify all existing users and solicit input on the new catalog items
B. Review existing items to identify commonalities, to see if items may be combined
C. Whenever possible combine existing items into order guides
D. Maintain the same catalog structure as they implemented previously
E. Move each one over, ensuring that each new item has its own unique workflow

Answer: B

Explanation:
According to ServiceNow Service Catalog best practices, migrating "as-is" from a legacy system often carries over inefficient processes and "catalog sprawl." The recommended approach is to Review existing items to identify commonalities. By doing so, administrators can use Variables and Variable Sets to create dynamic, flexible items that serve multiple purposes. This reduces the total number of items to maintain, simplifies the user experience, and ensures that the catalog remains scalable. Combining items based on shared workflows or data requirements is more efficient than simply grouping them into Order Guides or maintaining redundant, individual items.

NEW QUESTION # 44
What are three benefits of using declarative customizations over code? (Choose three.)

A. Declarative customizations cannot generate run time errors.
B. Declarative customizations will automatically update with each Salesforce release.
C. Declarative customizations are not subject to governor limits.
D. Declarative customizations generally require less maintenance.
E. Declarative customizations do not require user testing.

Answer: B,C,D

NEW QUESTION # 45
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