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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q126-Q131):

NEW QUESTION # 126
Which of the following statements is true regarding incidents created for a VIP caller?

A. The priority field will automatically change to High.
B. The caller color will change.
C. Workflow will change to accommodate for the criticality of the incident.
D. An email will be sent to incident manager to follow up regarding this incident.

Answer: B

Explanation:
Explanation
The only change for incidents created for a VIP caller is that the color of the caller field will change and decoration will be added.

NEW QUESTION # 127
Which module to use in order to modify the field mapping of the Known Error articles?

A. Knowledge > Field Mapping
B. Knowledge > Administration > Field Mapping
C. Knowledge > Articles > Field Mapping
D. None of the listed answers

Answer: D

Explanation:
Explanation/Reference:
Explanation:
There's no module for this. You can use csm_table_mapping.list to access and modify the field mapping.

NEW QUESTION # 128
What is the purpose of the Knowledge check box in Incident form?

A. If checked, it will append the text in the Resolution note to the work notes.
B. If checked, it means that this incident is of type Knowledge Article.
C. If checked, it will create a draft knowledge article once the incident is closed.
D. If checked, it will create a draft knowledge article once the incident is resolved.

Answer: C

NEW QUESTION # 129
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

A. New case is created from the message
B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New incident created from the message

Answer: D

Explanation:
ServiceNow ' s baseline implementation supports B. New incident created from the message, so the answer is B). Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. Inbound email processing uses a watermark or recognizable record reference to correlate replies with existing tasks. When no incident watermark or reference can be identified by the baseline inbound action, the message is treated as a new request for assistance and a new Incident is created. The remaining choices are not the best fit. A. New case is created from the message; C. New interaction is created from the message; D. Email is rejected and auto-reply sent to sender. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 130
A sales manager cannot view a contact owned by a salesperson. The salesperson is below the sales manager in the role hierarchy.
Why is the sales manager unable to view the contact?

A. The contact has NOT been manually shared with the manager.
B. Contact sharing settings have Grant Access Using Hierarchies unchecked.
C. Contact sharing settings are Private.
D. The contact is NOT linked to an account.

Answer: C

NEW QUESTION # 131
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