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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q135-Q140):

NEW QUESTION # 135
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

A. False
B. True

Answer: A

Explanation:
No additional license is needed for this performance analytics functionality.

NEW QUESTION # 136
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
B. If selected CI has a Support group, write that group to the Assignment group field
C. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field
D. If selected CI has an Owner group, write that group to the Assignment group field

Answer: B,C

Explanation:
Automatically populate the Assignment group field based on the support group available for the respective CI.
If the CI does not have a support group, then the field gets populated with the support group available for the service offering.

NEW QUESTION # 137
What happens when "Communicate Workaround" is clicked in problem form?

A. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold".
B. Workaround is copied to comments of all incidents that are linked to the problem except incidents with state "On Hold".
C. Workaround is copied to comments of all incidents that are linked to the problem where the incidents' states are "On Hold" and the On Hold reason is "Awaiting Problem".
D. Workaround is copied to comments of all incidents that are linked to the problem.

Answer: D

Explanation:
Explanation
This behavior has changed in New York release and now the workaround is copied to all linked incidents, not only those with state equals to On Hold.

NEW QUESTION # 138
A company has code to update a Request and Request Lines and make a callout to their external ERP system's REST endpoint with the updated records.

The CalloutUtil.makeRestCallout fails with a "You have uncommitted work pending. Please commit or rollback before calling out" error.
What should be done to address the problem?

A. Change the CalloutUtil.makeRestCallout to an @InvocableMethod method.
B. Change the CalloutUtil.makeRestCallout to an @future method.
C. Remove the Database.setSavepoint and Database.rollback.
D. Move the CalloutUtil.makeRestCallout method call below the catch block.

Answer: B

NEW QUESTION # 139
In the baseline platform configuration, which of these are required when closing a Normal Change? Select all that apply.

A. Post-Implementation Review
B. CAB Approval
C. Close Code
D. Close Notes

Answer: C,D

Explanation:
Explanation
By the time you arrive at the juncture where you would close the change request, the approval has already occurred, and the Post-Implementation Review (task) has also transpired.
All that's left are:
"Close Code",
"Close Notes"
CAB Approval - TRICK ANSWER. It's
already been approved by the time
you go to close the change
Close Code - These occur at time of
CR close.
Close Notes - These occur at time of
CR close.
TRICK ANSWER. This is a task that's
already been dealt with.

NEW QUESTION # 140
......

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