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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Integrations & Advanced Features	10%	- Integration between ITSM applications - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting
Topic 2: Incident Management	30%	- Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow
Topic 3: Request Fulfillment & Service Catalog	15%	- Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows - Service catalog design, items, and categories
Topic 4: Problem Management	20%	- Known error and workaround management - Problem resolution and closure processes - Root cause analysis and documentation - Problem lifecycle, identification, and investigation
Topic 5: Change Management	20%	- Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting
Topic 6: Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q164-Q169):

NEW QUESTION # 164
Which Change request fields are used in conflict detection? Choose 3 answers

A. Planned start date
B. Planned end date
C. Configuration item
D. Risk
E. CI Business criticality

Answer: A,B,C

NEW QUESTION # 165
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

A. Cls defined directly in cmdb_ci_computer and all parent classes
B. Cls defined directly in cmdb_ci_compulet and all child classes
C. Just GIs defined directly in cmdb_cl_computer

Answer: B

NEW QUESTION # 166
For the majority of catalog items, the customer requires quantity and price to be displayed. However, for one item, the customer would like to omit these two fields.
Which of the following approaches should be used to satisfy this requirement?

A. Set both "No Quantity" and "Omit Price in Cart" to true on the Catalog Item.
B. Cart options are set using system properties and cannot be changed for individual items.
C. Write a Catalog Client Script for the item and use g_form.setDisplay() to hide each field.
D. Set "Use Cart Layout" to false on the Catalog item and set both "No Quantity" and "Omit Price" in "Cart" to true.

Answer: D

NEW QUESTION # 167
When evaluating change request states in a script include, which is the preferred method for referencing a state?

A. Use the state name constant, such as ChangeRequestStateHandler.SCHEDULED
B. Use the .getDisplayValue function to retrieve the State field value
C. Use the State field value, such as -2
D. Use the g_form.getValue function to retrieve the State field value

Answer: A

NEW QUESTION # 168
When using Catalog Builder, what can be built using templates?
Choose 2 answers

A. Knowledge articles
B. Content items
C. Record producers
D. Order guides
E. Catalog items

Answer: C,E

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 # 169
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