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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Change Management	20%	- Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation
Topic 2: Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting
Topic 3: Request Fulfillment & Service Catalog	15%	- Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows
Topic 4: Configuration Management Database (CMDB)	5%	- CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships
Topic 5: Problem Management	20%	- Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation
Topic 6: Incident Management	30%	- Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Incident lifecycle and process flow

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q181-Q186):

NEW QUESTION # 181
Which record type would you use for an Ask a Question form that would generate an Incident?

A. Content Hem
B. Catalog Item
C. Linked Item
D. Order Guide
E. Record Producer

Answer: E

NEW QUESTION # 182
In Change management, what allows customers to define condition based flows for a fit for purpose model?

A. State Transition Models
B. Workflows 2 0
C. State Flows
D. Conditional Change Models

Answer: A

Explanation:
ServiceNow ' s baseline implementation supports B. State Transition Models, so the answer is B. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. 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. Workflows 2 0; C.
Conditional Change Models; D. State Flows. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 183
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers

A. catalog_builder_editor
B. itil_admin
C. catalog_admin
D. catalog_manager
E. catalog_editor

Answer: C,D,E

NEW QUESTION # 184
It is recommended to refer to problem states using the values rather than the constants.

A. True
B. False

Answer: B

Explanation:
It is recommended to use the constants to maintain consistency.

NEW QUESTION # 185
The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident.

A. True
B. False

Answer: B

Explanation:
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.

NEW QUESTION # 186
......

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