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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Mock CIS-ITSM Exam: Certified Implementation Specialist - IT Service Management - PassLeaderVCE High-Efficient Reliable Dumps Sheet for your preparing

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q58-Q63):

NEW QUESTION # 58
What tools are available to the assignee to help resolve an incident?
Choose 2 answers

Answer: A,D


NEW QUESTION # 59
What is the purpose of the table "Knowledge Use"? (Choose two.)

Answer: A,D


NEW QUESTION # 60
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

Answer: B

Explanation:
Explanation
"The Related Search Results that appear on the Incident Self-Service view is a form of Incident Deflection.
Incident
Deflection provides Knowledge Articles that may help end users resolve issues before they raise an Incident."


NEW QUESTION # 61
Article Versioning can be enabled by setting the property "Enable article versioning feature" to Yes.

Answer: B


NEW QUESTION # 62
What are three benefits of using declarative customizations over code? (Choose three.)

Answer: A,C,E


NEW QUESTION # 63
......

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