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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q114-Q119):

NEW QUESTION # 114
ITSM provides IT services for 5 key business areas.
Which one of the following is NOT one of them?

A. IT
B. Security Operations
C. Business Applications
D. Knowledge Management

Answer: D

Explanation:
ServiceNow provides IT services for 5 key business areas: IT, Security Operations, Customer Service, HR and building business applications.

NEW QUESTION # 115
On an incident record, where are the fields fiat appear on the caller lookup select box defined?

A. The Caller lookup field on the [user] table
B. The ref_ac_column attribute from the dictionary entry
C. The form design of the caller lookup form
D. The ref_contributions attribute on the caller lookup form

Answer: B

NEW QUESTION # 116
Which of the following service catalogs are available OOTB as demo data? (Choose two.)

A. Hardware Catalog
B. Technical Catalog
C. Service Catalog
D. Software Catalog
E. ITSM Catalog

Answer: B,C

NEW QUESTION # 117
What is the relationship between User table and Location table?

A. One-to-one
B. Many-to-many
C. One-to-many (one location can be assigned to many users)
D. One-to-many (one user can have many locations)

Answer: C

Explanation:
Explanation
Explanation:
A user can have only one location, but the same location can be used for many users.

NEW QUESTION # 118
What paid application facilitates fast onsite IT support?

A. Walk-in Kiosk
B. Now Tech Lounge
C. Onsite Support Now
D. Walk-up Experience
E. Check-in Kiosk

Answer: D

Explanation:
The Walk-up Experience is a specific ServiceNow application designed to manage face-to-face IT support in a physical location (often referred to as a " Tech Lounge " or " Genius Bar " style setup). It allows users to join a virtual queue via a mobile device or a physical kiosk, view wait times, and receive notifications when a technician is ready. For the IT department, it provides structured tracking, reporting, and inventory integration for these high-touch, onsite interactions that were historically difficult to track within standard Incident management.

NEW QUESTION # 119
......

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