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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. Discovery integration 2. CI data quality and reconciliation 3. CI classes and relationships
Problem Management	10-15%	- Problem workflow and states 1. Known error database (KEB) 2. Problem categorization and prioritization 3. Linking incidents to problems
Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Metric definition and KPI setup 2. Real-time reporting capabilities 3. Dashboard creation
Asset Management Integration	5-10%	- Hardware and software asset tracking 1. CI to asset relationship 2. Lease and warranty management 3. Asset lifecycle management
Change Management	15-20%	- Change request lifecycle 1. Risk assessment and CAB scheduling 2. Approval workflows and routing 3. Change models and categories - Change calendar and planning 1. Implementation plan creation 2. Change calendar configuration 3. Conflict detection
Incident Management	15-20%	- Integration with other processes 1. Knowledge base integration 2. Problem management linkage 3. Change management connection - Incident creation and management 1. Assignment rules and escalation 2. Incident states and workflow 3. SLA configuration and monitoring
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
ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Configuration and customization basics 2. Lists, forms, and UI policies 3. Application Navigator and search capabilities
ITSM Framework and Setup	20-25%	- Service catalog and service offerings 1. Catalog configuration 2. Variable sets and question blocks 3. Workflow editor for catalog items - ITSM Pro functionality and capabilities 1. Baseline configuration 2. ITSM license requirements 3. Process activator features
Knowledge Management	5-10%	- Knowledge base structure 1. Article types and workflows 2. Search and publication 3. Integration with incidents and problems

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q114-Q119):

NEW QUESTION # 114
Which of the following statements is true regarding Group Type?

A. None of the listed answers.
B. Every group can have one type.
C. Every group can have one or more types.
D. Every group can have zero or more types.

Answer: D

NEW QUESTION # 115
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization.
How can the administrator meet this requirement?

A. Create a developer sandbox.
B. Create a metadata sandbox.
C. Create a full sandbox.
D. Create a configuration-only sandbox.

Answer: C

NEW QUESTION # 116
On the Release record, what are the available options on the Release phase list?

A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
B. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance
C. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot
D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance

Answer: D

Explanation:
The implementation requirement maps directly to D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance; therefore D is correct. Release Management coordinates the packaging, building, testing, approval, and deployment of one or more changes. It complements Change Management:
changes provide governance and authorization, while releases organize delivery activities, phases, products, features, and implementation scope. 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. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot; B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot; C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance.
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: Release Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 117
Business rules require a Contact to always be created when a new Account is created.
What can be used when developing a custom screen to ensure an Account is not created if the creation of the Contact fails?

A. Disable Validation rules on Contacts and set default values with a Trigger.
B. Use setSavePoint() and rollback() with a try/catch block.
C. Use the Database.Insert method with allOrNone set to False.
D. Use the Database.Delete method if the Contact insertion fails.

Answer: B

NEW QUESTION # 118
Which of the following statements is true regarding the way the "Actual Start Date" is set in the change request form?

A. When the state changes to Implement, the field is populated automatically.
B. When the state changes to Assess, the field is populated automatically.
C. When the state changes to New, the field is populated automatically.
D. This is a required field and the user must set the field manually.

Answer: A

Explanation:
Explanation
The "Change Request State Model" script include is used to automatically populated the Actual Start Date field when the state changes to Implement.

NEW QUESTION # 119
......

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