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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Change Management15-20%- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Conflict detection
  • 3. Change calendar configuration
- Change request lifecycle
  • 1. Approval workflows and routing
  • 2. Change models and categories
  • 3. Risk assessment and CAB scheduling
Topic 2: Problem Management10-15%- Problem workflow and states
  • 1. Problem categorization and prioritization
  • 2. Known error database (KEB)
  • 3. Linking incidents to problems
Topic 3: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Lists, forms, and UI policies
  • 2. Configuration and customization basics
  • 3. Application Navigator and search capabilities
Topic 4: Incident Management15-20%- 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. SLA configuration and monitoring
  • 3. Assignment rules and escalation
Topic 5: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI classes and relationships
  • 2. Discovery integration
  • 3. CI data quality and reconciliation
Topic 6: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Topic 7: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA configuration in ServiceNow
  • 2. SLA reporting and dashboards
  • 3. SLA timers and pause conditions
Topic 8: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. Lease and warranty management
  • 3. CI to asset relationship
Topic 9: ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. ITSM license requirements
  • 3. Process activator features
- Service catalog and service offerings
  • 1. Variable sets and question blocks
  • 2. Workflow editor for catalog items
  • 3. Catalog configuration
Topic 10: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Real-time reporting capabilities
  • 3. Metric definition and KPI setup

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q177-Q182):

NEW QUESTION # 177
In the baseline platform configuration, if a change approver rejects an approval for a normal change, what will the state of the change be set to?

Answer: C

Explanation:
Explanation
"If one group member rejects, a notice is sent to the requester and the change is updated with a State = New and Approval = Rejected.''


NEW QUESTION # 178
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

Answer: A


NEW QUESTION # 179
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

Answer: C


NEW QUESTION # 180
Change Management uses the workflow engine by default to facilitate approvals and processing for each type of Change, including Emergency, Normal, and Standard.

Answer: A

Explanation:
Explanation
The Change lifecycle is driven by workflows. The workflow conditions are based on the Type of Change.


NEW QUESTION # 181
Which of the following options can a survey administrator define on an individual survey? (Choose two.)

Answer: C,D

Explanation:
B, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Number of survey reminder notifications; D. Anonymize responses. The Now Platform provides reusable automation through Flow Designer, actions, subflows, notifications, email processing, surveys, and related configuration records. Implementations should favor reusable, upgrade-safe configuration over direct edits to protected baseline artifacts, and should distinguish design-time inputs and conditions from runtime tasks and outputs.
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. A. The ability for end users to decline survey assignments; C.
Trigger conditions. 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: Now Platform Automation and Configuration; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 182
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