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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q159-Q164):

NEW QUESTION # 159
Configuration items can be created from asset management.

A. False
B. True

Answer: B

Explanation:
One of the channels to create configuration items is from asset management.

NEW QUESTION # 160
Which of the following users has the permission to close an incident? (Choose two.)

A. None of the listed answers
B. Incident caller
C. Itil User
D. Incident Manager
E. Itil Admin

Answer: B,E

Explanation:
Users with itil roles or incident manager don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.

NEW QUESTION # 161
What will be the new state once you click on the "Mark Duplicate" button in the problem form?

A. Duplicated
B. Closed
C. Canceled
D. Resolved

Answer: B

NEW QUESTION # 162
In the baseline platform configuration, the Problem States include _________.

A. New, In Progress, On Hold, Resolved, Closed, Canceled
B. Open, In Progress, Closed
C. Open, Pending Change, Known Error, Closed/Resolved
D. New, Assess, Review, Closed

Answer: C

Explanation:
Explanation
sys_choice.list where table == problem and
problem state en 1 Open false 1
problem state en 3 Pending Change false 2
problem state en 2 Known Error false 3
problem state en 4 Closed/Resolved false 4

NEW QUESTION # 163
The requested item table is extended directly from the task table

A. False
B. True

Answer: B

NEW QUESTION # 164
......

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