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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q24-Q29):

NEW QUESTION # 24
What is the minimum number of members in a group?

Answer: B

Explanation:
A group can have zero or more members.


NEW QUESTION # 25
In the Quebec release of Change management, what new architectural features were added?

Answer: C


NEW QUESTION # 26
From which table, is the Incident table extended?

Answer: C

Explanation:
Change Request [change_request]
Problem [problem]
Incident [incident]
Request [sc_request]
Request Item [sc_req_item]
Service Catalog Task [sc_task]
all extended from task


NEW QUESTION # 27
Which plugin should be activated in order to leverage the write and read-only, application-specific roles for Problem, Incident, Change, and Request?

Answer: C


NEW QUESTION # 28
Your customer wants a catalog to contain two items:
1. A request with 1 approval and 2 fulfillment tasks
2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?

Answer: C

Explanation:
ServiceNow ' s baseline implementation supports A. Catalog Item, so the answer is A. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. A Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit.
B). Content Item; C. Record Producer; D. Order Guide. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 29
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