CIS-ITSM Exam Actual Questions, Reliable Study CIS-ITSM Questions

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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. Dashboard creation 2. Real-time reporting capabilities 3. Metric definition and KPI setup
Topic 2: Asset Management Integration	5-10%	- Hardware and software asset tracking 1. CI to asset relationship 2. Asset lifecycle management 3. Lease and warranty management
Topic 3: Problem Management	10-15%	- Problem workflow and states 1. Linking incidents to problems 2. Problem categorization and prioritization 3. Known error database (KEB)
Topic 4: ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Lists, forms, and UI policies 2. Configuration and customization basics 3. Application Navigator and search capabilities
Topic 5: ITSM Framework and Setup	20-25%	- ITSM Pro functionality and capabilities 1. Baseline configuration 2. ITSM license requirements 3. Process activator features - Service catalog and service offerings 1. Workflow editor for catalog items 2. Catalog configuration 3. Variable sets and question blocks
Topic 6: Knowledge Management	5-10%	- Knowledge base structure 1. Integration with incidents and problems 2. Article types and workflows 3. Search and publication
Topic 7: Change Management	15-20%	- Change calendar and planning 1. Implementation plan creation 2. Conflict detection 3. Change calendar configuration - Change request lifecycle 1. Risk assessment and CAB scheduling 2. Approval workflows and routing 3. Change models and categories
Topic 8: Service Level Management	10-15%	- SLA definitions and metrics 1. SLA timers and pause conditions 2. SLA reporting and dashboards 3. SLA configuration in ServiceNow
Topic 9: Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. CI data quality and reconciliation 2. Discovery integration 3. CI classes and relationships
Topic 10: Incident Management	15-20%	- Incident creation and management 1. Assignment rules and escalation 2. Incident states and workflow 3. SLA configuration and monitoring - Integration with other processes 1. Knowledge base integration 2. Problem management linkage 3. Change management connection

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

NEW QUESTION # 92
The Problem table is extended from what table?

A. Outage
B. Problem Task
C. Major Incident
D. Task
E. Incident

Answer: D

NEW QUESTION # 93
A developer is asked to build a solution that will automatically send an email to the Customer when an Opportunity stage changes. The solution must scale to allow for 10,000 emails per day. The criteria to send the email should be evaluated after all Workflow Rules have fired.
What is the optimal way to accomplish this?

A. Use an Email Alert with Process Builder.
B. Use a SingleEmailMessage() with an Apex Trigger.
C. Use a MassEmailMessage() with an Apex Trigger.
D. Use a Workflow Email Alert.

Answer: A

Explanation:
Explanation

NEW QUESTION # 94
Why it takes time for the workaround to appear in the linked incidents' comments when the "Communicate Workaround" is clicked in a problem?

A. The "Communicate Workaround" uses an event which must be processed.
B. There's a scheduled job that runs every day at midnight to add the comment to linked incidents.
C. The system waits an action from the user to close the problem and then the workaround will be copied.
D. The query used to filter linked incidents is very complex and it takes time to run.

Answer: A

NEW QUESTION # 95
What defines which catalog Items, and in what order, are included in an Order Guide?

A. Variable sets
B. Rules
C. UI policies
D. Order guide template

Answer: B

Explanation:
The implementation requirement maps directly to B. Rules; therefore B is correct. 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. An Order Guide groups multiple related catalog items into one guided ordering experience. Rules determine which items are included and in what order, while cascading variables can pass common values into included items that define equivalent variables. The remaining choices are not the best fit. A. Order guide template; C. Variable sets; D. UI policies. 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 # 96
Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.
How can an administrator meet this requirement?

A. Create a new profile and role for the subset of users with the View All Data permission.
B. Enable the View All Data permission for the roles of the subset of users.
C. Assign delegated administration to the subset of users to View All Data.
D. Create a permission set with the View All Data permission for the subset of users.

Answer: D

NEW QUESTION # 97
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