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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q69-Q74):

NEW QUESTION # 69
Which type of catalog item may be found in a Service Catalog?

Answer: C


NEW QUESTION # 70
For each Requested Item, a _________ enables the approval and delivery of that Item.

Answer: B


NEW QUESTION # 71
Which type of record may be used to initiate the process to deploy a fix to an incident?

Answer: C


NEW QUESTION # 72
What should you do in order to edit the template used to populate fields of known error article created from a problem?

Answer: A


NEW QUESTION # 73
What role do you need to delete an incident record?

Answer: D

Explanation:
In the standard ServiceNow security model for ITSM, the ability to delete records is highly restricted to prevent data loss and maintain the audit trail. While the itil role allows users to create and update incidents, and the incident_manager role allows for the oversight of the incident process, neither has the out-of-the-box permission to delete Incident records. The itil_admin role is specifically designed to grant elevated permissions-including the deletion of incidents-without requiring the full system admin role. This ensures a " least privilege " approach while still allowing administrative cleanup of the Incident table.


NEW QUESTION # 74
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