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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q16-Q21):

NEW QUESTION # 16
In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?

A. Configuration Item, Change Tasks, Risk, Backout Plan, Category
B. Backout Plan, Category, Change Type, Attachments, Work Notes
C. Configuration Item, Change Tasks, Approvals, Risk, Attachments
D. Change Tasks, Impact, Attachments, Planned Start Date, Risk

Answer: A

Explanation:
Explanation
These fields get copied from CR to new CR:
assigned_to
assignment_group
backout_plan
category
change_plan
cmdb_ci
description
impact
priority
risk
short_description
test_plan
type
These expressly do NOT get copied
Created

NEW QUESTION # 17
A Knowledge Article can be associated with multiple Knowledge Bases.

A. False
B. True

Answer: A

Explanation:
Explanation
A knowledge article can be associated with only one knowledge base.

NEW QUESTION # 18
As of Quebec. Problem task records will move automatically from one state, to another state, provided the required fields are filled. What are those states?

A. On Hold to Work in Progress
B. New to Assess
C. Assess to Work in Progress
D. Draft to Assess
E. Work in Progress lo Closed

Answer: D

NEW QUESTION # 19
What would you use to create Incident records based on email sent by users or systems?

A. Transform Map
B. Inbound Flow Action
C. Data Collection Job
D. Record Producer

Answer: B

NEW QUESTION # 20
What creates the trigger conditions of a Notification record?

A. Modify the conditions on the when to send tab
B. Use the incident_comments mail script
C. Enable the Send to Event Creator
D. Define specific groups and users as recipients

Answer: A

NEW QUESTION # 21
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