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| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Change Management | 15-20% | - Change calendar and planning
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Incident Management | 15-20% | - Incident creation and management
|
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NEW QUESTION # 195
Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?
Answer: D
NEW QUESTION # 196
Even Though some catalog items approval workflow might be similar, it is recommended to have separate approval workflow for each catalog item.
Answer: B
Explanation:
It is recommended to reuse the same workflow as much as possible for catalog items that have similar approval process. Maintaining a lot of workflows can be difficult.
NEW QUESTION # 197
Incident management includes limited functionality for what advanced reporting capability?
Answer: C
NEW QUESTION # 198
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?
Answer: A
Explanation:
D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by D. Service catalog management. 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. A. Service portfolio management; B. Catalog item management; C.
Service mapping. 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 # 199
Which of the following statements are correct for standard changes? (Choose two.)
Answer: B,D
Explanation:
Explanation
YES - Standard changes are typically low risk and have detailed procedures YES - Standard changes can be automated NO - Standard Change procedures must be stored in a Knowledge base NO - Standard changes don't have Change tasks
------------------------------------------------------------------------- p218 Standard Change: "Select from available pre-approved change templates." Standard Change: "Properties set to establish standards"
------------------------------------------------------------------------- SN Docs:
Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
------------------------------------------------------------------------- ITIL Definition of "Standard Change":
A standard change is a change to a service or infrastructure for which the approach is pre-authorised by change management that has an accepted and established procedure to provide a specific change requirement.
P.S. Free 2026 ServiceNow CIS-ITSM dumps are available on Google Drive shared by TestkingPass: https://drive.google.com/open?id=17sR3B1Xnu_FrQeXJvgbHQVFuvtdTIDn6