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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. CI to asset relationship
  • 3. Asset lifecycle management
Topic 2: 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 3: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Linking incidents to problems
  • 3. Problem categorization and prioritization
Topic 4: Change Management15-20%- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Conflict detection
  • 3. Implementation plan creation
- Change request lifecycle
  • 1. Change models and categories
  • 2. Approval workflows and routing
  • 3. Risk assessment and CAB scheduling
Topic 5: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Application Navigator and search capabilities
  • 2. Lists, forms, and UI policies
  • 3. Configuration and customization basics
Topic 6: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Metric definition and KPI setup
  • 2. Dashboard creation
  • 3. Real-time reporting capabilities
Topic 7: ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. ITSM license requirements
  • 3. Process activator features
- Service catalog and service offerings
  • 1. Catalog configuration
  • 2. Workflow editor for catalog items
  • 3. Variable sets and question blocks
Topic 8: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Article types and workflows
  • 3. Search and publication
Topic 9: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI classes and relationships
  • 2. Discovery integration
  • 3. CI data quality and reconciliation
Topic 10: Incident Management15-20%- Integration with other processes
  • 1. Change management connection
  • 2. Problem management linkage
  • 3. Knowledge base integration
- Incident creation and management
  • 1. SLA configuration and monitoring
  • 2. Incident states and workflow
  • 3. Assignment rules and escalation

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q104-Q109):

NEW QUESTION # 104
Which module to use in order to configure creating requests via email?

Answer: C


NEW QUESTION # 105
Primary tables associated with Request Fulfillment begin with the prefix __________.

Answer: C


NEW QUESTION # 106
After publishing an item via Catalog Builder, the associated update set is set to which state?

Answer: D

Explanation:
Detailed Explanation:
Once an item is published through the Catalog Builder in ServiceNow, the associated Update Set is set to the Complete state. This signifies that the update set has been finalized and no further changes are expected, ensuring that the item is available for use in the Service Catalog.


NEW QUESTION # 107
Which of the following statements is true when an incident has several child incidents?

Answer: B

Explanation:
Explanation
When a Parent Incident's State changes to Resolved - for all active Children, the State, Close Notes, Close Code, Comments, and Work Notes are updated to reflect updates in the parent incident's corresponding fields.


NEW QUESTION # 108
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

Answer: B

Explanation:
ServiceNow ' s baseline implementation supports A. Editors, so the answer is A. 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. 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. B. Item Admins; C). Authors; D. Item Owners. 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 # 109
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