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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q138-Q143):

NEW QUESTION # 138
When using Catalog Builder, what can be built using templates?
Choose 2 answers

Answer: B,C

Explanation:
Answer B, E aligns with the baseline ServiceNow implementation: B. Catalog items; E. Record producers.
Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. A Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit. A. Content items; C. Knowledge articles; D. Order guides. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 139
In the baseline instance, which of the following views are available for incidents? (Choose three.)

Answer: B,C,D

Explanation:
Explanation
There is no such a view called Master or Agent View. Note: there is a view called Default View that is meant to be viewed by agents.


NEW QUESTION # 140
Which of the following is NOT a valid option in the Type field in the Catalog Client Script form?

Answer: B


NEW QUESTION # 141
Which of the following are valid states for Standard Change requests? (Choose all that apply.)

Answer: A,B,C


NEW QUESTION # 142
A customer wants to add a new Catalog Item to the Service Catalog.
What process would be used to ensure the new item is authorized?

Answer: D

Explanation:
The implementation requirement maps directly to D. Change Management; therefore D is correct. 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. 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. Fulfillment Management; B. Release Management; C. Configuration Management. 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 # 143
......

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