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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Incident Management	30%	- Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Incident lifecycle and process flow
Topic 2: Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Portfolio Management
Topic 3: Problem Management	20%	- Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Problem resolution and closure processes
Topic 4: Request Fulfillment & Service Catalog	15%	- Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Service level agreements for requests
Topic 5: Change Management	20%	- Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change types: Standard, Normal, Emergency
Topic 6: Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization

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ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM Prüfungsfragen mit Lösungen (Q170-Q175):

170. Frage
When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.

A. Select Box
B. Single Line of Text
C. Reference
D. Break

Antwort: B

Begründung:
Explanation

171. Frage
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

A. Submission of an incident by the same Caller with an identical short description
B. State changes from Resolved to On Hold
C. Update to an associated problem record
D. Assignment group changes from Service Desk to Software Group

Antwort: B

172. Frage
Users who approve changes require ServiceNow license unless they do the approval through email.

A. False
B. True

Antwort: A

Begründung:
Explanation
License is needed for approval even if the approval is done via email.

173. Frage
When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?

A. Flow actions
B. Properties
C. Attributes
D. Flow activities

Antwort: A

Begründung:
B is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Flow actions.
Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. A Flow Designer action has Inputs, Action Steps, and Outputs.
Inputs provide data to the action, steps perform the work, and outputs expose reusable results to the calling flow or subflow. Processes and subprocesses are not the structural components of an action definition. The remaining choices are not the best fit. A. Attributes; C. Flow activities; D. Properties. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.

174. Frage
An org has a requirement that an Account must always have one and only one Contact listed as Primary. So selecting one Contact will de-select any others. The client wants a checkbox on the Contact called "Is Primary" to control this feature. The client also wants to ensure that the last name of every Contact is stored entirely in uppercase characters.
What is the optimal way to implement these requirements?

A. Write a Validation Rule on the Contact for the Is Primary logic and a before update trigger on Contact for the last name logic.
B. Write a single trigger on Contact for both after update and before update and callout to helper classes to handle each set of logic.
C. Write an after update trigger on Account for the Is Primary logic and a before update trigger on Contact for the last name logic.
D. Write an after update trigger on Contact for the Is Primary logic and a separate before update trigger on Contact for the last name logic.

Antwort: B

175. Frage
......

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