ServiceNow CIS-ITSM考試證照 - CIS-ITSM真題材料

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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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更新的CIS-ITSM考試證照 |高通過率的考試材料|全面覆蓋的CIS-ITSM：Certified Implementation Specialist - IT Service Management

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最新的 CIS-Service Management CIS-ITSM 免費考試真題 (Q184-Q189):

問題 #184
The current status of a problem record is tracked in the State field. Each state has a label, value and constant.
This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

答案：D


問題 #185
Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers

答案：C,D


問題 #186
When referring to the State of an Incident in server-side code (such as in a Script Include, Business Rule, or UI Action), which method is the preferred way to refer to the State field value?

答案：C

解題說明：


問題 #187
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

答案：D

解題說明：
The correct selection is A because A. Change Assess Approval Subflow. 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. The Normal Change lifecycle invokes its Assess flow when a Normal-model Change Request enters the Assess state. Technical assessment logic can be encapsulated in the corresponding assessment subflow so the model remains modular and upgrade-safe. The remaining choices are not the best fit. B.
Change Approval Policy; C. Change Approval Subflow; D. Change Approval Matrix. 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.


問題 #188
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?

答案：A


問題 #189
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