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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q125-Q130):

NEW QUESTION # 125
In the baseline instance, which of the following views are available for incidents? (Choose three.)

Answer: A,C,E

Explanation:
There is no such a view called Master or Agent View. Note: there is a view called Default View that is meant to be viewed by agents.


NEW QUESTION # 126
Which of the following roles can maintain user criteria?

Answer: C


NEW QUESTION # 127
Which of the following record types would you use in order to set up a new hired employee?

Answer: A

Explanation:
Explanation
Because setting up a new hired employee involves serveral requests like getting a laptop, installing software,
...etc and Order Guide should be used to combine several requests.


NEW QUESTION # 128
Which of the following is NOT a type of Article feedback that may be submitted by users?

Answer: C

Explanation:
Explanation
The Knowledge Feedback [kb_feedback) table tracks all forms of feedback for Knowledge Articles, including Helpful (Yes/No), Star Rating, Comments, and Flags


NEW QUESTION # 129
The administrator at Universal Containers has been asked to create an account management dashboard displaying opportunities and activities for each of its top five clients.
Which dashboard feature should the Administrator use to meet this requirement?

Answer: B


NEW QUESTION # 130
......

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