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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Lists, forms, and UI policies 2. Configuration and customization basics 3. Application Navigator and search capabilities
Topic 2: Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Dashboard creation 2. Metric definition and KPI setup 3. Real-time reporting capabilities
Topic 3: ITSM Framework and Setup	20-25%	- ITSM Pro functionality and capabilities 1. Process activator features 2. Baseline configuration 3. ITSM license requirements - Service catalog and service offerings 1. Workflow editor for catalog items 2. Variable sets and question blocks 3. Catalog configuration
Topic 4: Knowledge Management	5-10%	- Knowledge base structure 1. Search and publication 2. Article types and workflows 3. Integration with incidents and problems
Topic 5: Asset Management Integration	5-10%	- Hardware and software asset tracking 1. Asset lifecycle management 2. CI to asset relationship 3. Lease and warranty management
Topic 6: Change Management	15-20%	- Change calendar and planning 1. Implementation plan creation 2. Change calendar configuration 3. Conflict detection - Change request lifecycle 1. Approval workflows and routing 2. Risk assessment and CAB scheduling 3. Change models and categories
Topic 7: Problem Management	10-15%	- Problem workflow and states 1. Linking incidents to problems 2. Known error database (KEB) 3. Problem categorization and prioritization
Topic 8: Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. CI data quality and reconciliation 2. Discovery integration 3. CI classes and relationships
Topic 9: Service Level Management	10-15%	- SLA definitions and metrics 1. SLA reporting and dashboards 2. SLA timers and pause conditions 3. SLA configuration in ServiceNow
Topic 10: Incident Management	15-20%	- Incident creation and management 1. Assignment rules and escalation 2. Incident states and workflow 3. SLA configuration and monitoring - Integration with other processes 1. Problem management linkage 2. Change management connection 3. Knowledge base integration

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q46-Q51):

NEW QUESTION # 46
What are the primary record types in configuration management?

A. Business Service and Configuration Item (CI)
B. Asset Item (AI) and Relationship Type
C. Asset Item (AI) and Configuration Item (CI)
D. Relationship Type and Configuration Item (CI)

Answer: D

NEW QUESTION # 47
How to show the template bar at the bottom of the incident form?

A. In the Form Layout, add the "Template Bar" to the available fields.
B. Set the incident property "Show Toggle Bar" to true.
C. Click on the "Toggle Template Bar" at the top of the form.
D. In the Form Layout, select the checkbox "Show Template Bar".

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 48
The administrator at Universal Containers has been asked to create an account management dashboard displaying opportunities and activities for each of its top five clients.
Which dashboard feature should the Administrator use to meet this requirement?

A. Matrix reports on a dashboard
B. Joined reports on a dashboard
C. Dashboard filter
D. Dynamic dashboard

Answer: D

NEW QUESTION # 49
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

A. Complete Investigation
B. Publish Workaround
C. Complete RCA
D. Document a Known error
E. Document Five Whys

Answer: B

Explanation:
ServiceNow ' s baseline implementation supports A. Publish Workaround, so the answer is A. Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. B. Document a Known error; C. Complete Investigation; D. Complete RCA.
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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 50

Consider the Apex class above that defines a RemoteAction used on a Visualforce search page.
Which code snippet will assert that the remote action returned the correct Account?
Account a = controller.getAccount('TestAccount');

A. Account a = remote.getAccount('TestAccount');
System.assertEquals( 'TestAccount', a.Name );
MyRemoter remote = new MyRemoter('TestAccount');
B. System.assertEquals( 'TestAccount', a.Name );
MyRemoter remote = new MyRemoter();
C. System.assertEquals( 'TestAccount', a.Name );
D. Account a = remote.getAccount();
System.assertEquals( 'TestAccount', a.Name );
Account a = MyRemoter.getAccount('TestAccount');

Answer: C

NEW QUESTION # 51
......

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