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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
Topic 1: ITSM Foundation and Platform Concepts	- ServiceNow platform architecture and navigation - ITSM application overview
Topic 2: Incident Management	- SLAs, assignments, and escalation - Incident lifecycle and configuration
Topic 3: Knowledge Management	- Publishing and lifecycle processes - Knowledge article creation and governance
Topic 4: Problem Management	- Known errors and workarounds - Problem identification and root cause analysis
Topic 5: Request Fulfillment and Service Catalog	- Request lifecycle management - Catalog items and workflows
Topic 6: Change Management	- Change types and workflows - Approval and risk management
Topic 7: CMDB and Service Mapping Concepts	- CMDB structure and relationships - Service dependencies overview
Topic 8: ITSM Reporting and Performance	- Metrics and KPI tracking - Basic reporting and dashboards

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q120-Q125):

NEW QUESTION # 120
What are the different ways a user can provide feedback on a knowledge article?
Choose 4 answers

A. Flag Article
B. Pin Article
C. 5 Star scale
D. 10 Star scale
E. Helpful?
F. Comment on Article

Answer: A,C,E,F

Explanation:
The correct selection is A, C, E, F because A. Helpful?; C. Comment on Article; E. 5 Star scale; F. Flag Article. Knowledge Management provides governed creation, publication, search, feedback, audience controls, and reuse of articles. KCS principles emphasize creating and improving knowledge as part of support work, while ServiceNow user criteria and contextual-search capabilities determine what agents and requesters can discover and consume. Knowledge feedback includes explicit usefulness/rating mechanisms and qualitative feedback. Helpful, comments, star ratings, and flagging communicate article quality or issues; pinning is an organizational convenience and is not article feedback. The remaining choices are not the best fit. B. 10 Star scale; D. Pin Article. 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:
Knowledge Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 121
Which Service Portfolio Management phase does a service belong to when it is in operational state?

A. Retired
B. Catalog
C. Pipeline
D. Active

Answer: D

Explanation:
A is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A. Active.
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. Service Portfolio Management tracks services through lifecycle phases. An operational service is in the Active phase; Pipeline represents services being developed and Retired represents services no longer offered. The remaining choices are not the best fit. B. Retired; C. Catalog; D. Pipeline. 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 # 122
In Knowledge Management, where can user criteria NOT be used?

A. Cannot Read held on the knowledge article
B. Can Read related list on the knowledge base
C. Can Read field on the knowledge article
D. Roles field on the knowledge article
E. Can Contribute related list on the knowledge base

Answer: D

Explanation:
Explanation/Reference:

NEW QUESTION # 123
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

A. % Unauthorized Changes
B. Count of Completed Changes per Month, by Change Type
C. Count of Completed Changes per Month, by Category
D. % Successful Changes

Answer: A,D

NEW QUESTION # 124
A customer wishes to add a requirement to the Normal Change Model. Prior to transitioning the change status from New to Assess, they would like to ensure that the associated Configuration Item (CI) has a Proposed Change specified on the CI record.
What is the recommended approach to implement this requirement?

A. Create a flow in Flow Designer for the new phase for the normal change model
B. Add a state transition condition to the state transition record " New to Assess "
C. Adjust script include " ChangeRequestStateModelSNnormal "

Answer: B

NEW QUESTION # 125
......

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