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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q184-Q189):

NEW QUESTION # 184
Which of the following tables does the change_task_sla database view join? (Choose all that apply.)

Answer: C,D


NEW QUESTION # 185
By default, a business rule causes the Assignment group to be automatically set on a change request record.
How is the group identified?

Answer: C


NEW QUESTION # 186
Because of its agile nature, implementation of ServiceNow processes should compromise quality in favor of speed of delivery. Issues can be fixed later, easily.

Answer: A

Explanation:
Explanation
Technical staff should keep quality attributes in mind when considering stakeholder desires and requirements.


NEW QUESTION # 187
Given the class structure shown below which types of CIs will be included in a report run against the cmdb_ci_computer table?

Answer: C


NEW QUESTION # 188
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

Answer: A

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html


NEW QUESTION # 189
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