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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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CIS-ITSM Zertifizierungsfragen & CIS-ITSM Pruefungssimulationen

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ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM Prüfungsfragen mit Lösungen (Q33-Q38):

33. Frage
What are the components of a Flow Action?

A. Inputs Action Steps and Outputs
B. Inputs Processes, Subprocesses and Outputs
C. Indexes, Processes and Outputs
D. Processes, Subprocess aid Action Steps

Antwort: A

34. Frage
A Request Management process is being designed. To prevent bottlenecks when a designated approver is unavailable (e.g., on vacation), which two ServiceNow features should be utilized? (Choose two.)

A. The approver can forward approval notifications to their manager.
B. The approver can auto-reply with "approved" in the subject line.
C. The approval can be defined as a group approval.
D. The approver can leverage the delegation functionality.

Antwort: C,D

Begründung:
To ensure business continuity in Request Fulfillment, ServiceNow provides two primary architectural solutions:
* Group Approvals (B): Instead of assigning an approval to a single individual, the approval task is sent to a group (e.g., "Finance Directors"). Any member of that group can approve the request, ensuring that the absence of one person does not stall the workflow.
* Delegation (C): ServiceNow includes a native Delegate feature (located in the User Profile). A user can designate another user to receive their approvals, notifications, and meeting invitations for a specific period. When a user is delegated, the system automatically routes the approval to the delegate, preventing delays during planned or unplanned absences.

35. Frage
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 'Use cart Layout ' to false on the Catalog Item and set both 'No Quantity' and 'Omit Price in Cart' to true.
B. Cart options are set using system properties and can not be changed for individual items.
C. Set both 'No Quantity' and 'Omit Price in Cart' to true on the catalog item.
D. Write a catalog client script for the item and use g_form.setDisplay() to hide each field.

Antwort: A

36. Frage
What is the purpose of "time_worked" field in incident table?

A. It stores total elapsed time since the incident was created (it only counts the elapsed time during business working hours).
B. This is a cumulative time logged by the users.
C. It stores total elapsed time since the incident was created.
D. It stores total elapsed time since the incident state changed to "In Progress".

Antwort: B

Begründung:
Explanation
This is a field that, if made visible on the form, can be filled by users and ServiceNow will accumulate the values entered by all users.

37. Frage
Change Tasks generated by the Change Request - Normal Change tasks
workflow should include:

A. Automated tasks to be completed by the System Scheduler
B. Standard, administrative tasks common to all Normal Changes
C. Approval and scheduling tasks for Normal Changes
D. All implementation tasks for a specific Change

Antwort: B

Begründung:
Explanation
Change tasks may be created manually or may be created automatically when Changes enter the Implement phase and the workflow triggers a Change Request - <type> change tasks sub-workflow.
Change tasks that re late to t he specific Change being implemented should be created manually prior to entering the Assess or Authorize States, so the specific Change Tasks involved may be incorporated into the review process.
Automatically-generated tasks may include standard, administrative tasks common to all Changes of a specific type. Automatically generated tasks per Change type include:
Emergency
* Implement
* Post implementation test ing
Normal
* Implement
* Post implementation testing
Standard
* Implement
* Post implementation testing

38. Frage
......

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