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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

>> CIS-ITSM Free Sample Questions <<

100% Pass Authoritative CIS-ITSM - Certified Implementation Specialist - IT Service Management Free Sample Questions

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q21-Q26):

NEW QUESTION # 21
What tools are available to the assignee to help resolve an incident?
Choose 2 answers

Answer:

Explanation:
A.B

NEW QUESTION # 22
There are two integration points available in ServiceNow ITSM: Platform Web Services and Event Management.

A. False
B. True

Answer: B

NEW QUESTION # 23
A developer is trying to decide between creating a Visualforce component or a Lightning component for a custom screen.
Which functionality consideration impacts the final decision?

A. Does the screen need to be accessible from the Lightning Experience UI?
B. Will the screen make use of a JavaScript framework?
C. Will the screen be accessed via a mobile app?
D. Does the screen need to be rendered as a PDF?

Answer: A

NEW QUESTION # 24
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. itil_admin
B. catalog_manager
C. catalog_editor
D. catalog_builder_editor
E. catalog_admin

Answer: B,C,E

Explanation:
A, D, E is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A.
catalog_manager; D. catalog_editor; E. catalog_admin. 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. 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. B. itil_admin; C. catalog_builder_editor.
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 # 25
A company has a custom object, Sales Demo Request, that has a lookup to an Opportunity. It is required that a Sales Demo Request record be created when an Opportunity's Probability is greater than 50%.
What is the optimal way to automate this?

A. Build a Flow on Opportunity.
B. Use an Apex Trigger on Opportunity.
C. Create a Workflow on Opportunity.
D. Build a Process on Opportunity.

Answer: B

NEW QUESTION # 26
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