Valid CIS-ITSM Test Practice - Mock CIS-ITSM Exam

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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. Discovery integration
  • 2. CI classes and relationships
  • 3. CI data quality and reconciliation
Topic 2: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Configuration and customization basics
  • 2. Lists, forms, and UI policies
  • 3. Application Navigator and search capabilities
Topic 3: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup
Topic 4: 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
Topic 5: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. CI to asset relationship
  • 3. Lease and warranty management
Topic 6: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA configuration in ServiceNow
  • 2. SLA timers and pause conditions
  • 3. SLA reporting and dashboards
Topic 7: Knowledge Management5-10%- Knowledge base structure
  • 1. Search and publication
  • 2. Article types and workflows
  • 3. Integration with incidents and problems
Topic 8: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Linking incidents to problems
  • 3. Problem categorization and prioritization
Topic 9: Incident Management15-20%- Integration with other processes
  • 1. Problem management linkage
  • 2. Knowledge base integration
  • 3. Change management connection
- Incident creation and management
  • 1. SLA configuration and monitoring
  • 2. Incident states and workflow
  • 3. Assignment rules and escalation
Topic 10: Change Management15-20%- Change request lifecycle
  • 1. Change models and categories
  • 2. Risk assessment and CAB scheduling
  • 3. Approval workflows and routing
- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Change calendar configuration
  • 3. Conflict detection

>> Valid CIS-ITSM Test Practice <<

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q135-Q140):

NEW QUESTION # 135
Which role has the ability to configure and manage incident Management properties?

Answer: B


NEW QUESTION # 136
Which table is used to store all the searches performed against knowledge base articles?

Answer: B

Explanation:
Explanation
kb_use table is used to store article views not users searches. kb_search_log and kb_queries don't exist.


NEW QUESTION # 137
Where is the online check-in banner message configured for walk-up experience on the service portal?

Answer: B


NEW QUESTION # 138
In Change management, what allows customers to define condition based flows for a fit for purpose model?

Answer: D

Explanation:
ServiceNow ' s baseline implementation supports B. State Transition Models, so the answer is B. 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. Workflows 2 0; C.
Conditional Change Models; D. State Flows. 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 # 139
By default, a business rule causes the Assignment group to be automatically set on a change request record.
How is the group identified?

Answer: B


NEW QUESTION # 140
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