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Topics to Cover

ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.

Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification.Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.

Incident Management: 25%
Problem Management: 10%
Knowledge Management: 10%
Request Fulfillment Management: 25%

For each ITSM application, the candidate must know the following for each module

Business Cases / Use CasesValue propositionKPIs and BenchmarksAppropriate features and functions basis business requirements
Proven Practices for ImplementationImplementation approach to meet requirements to preserve upgradability, scalability, and maintainabilityImplementation solutions to work in conjunction with application functionality
Architecture and SecurityKey tables used in applicationsRelationships among tablesRoles and default access controlsPrimary application components including Scripts, Business Rules, etcIntegration capabilities
Baseline Application FunctionalityBasic and advanced features in baseline installationNew functionality and features added or changedState model and default process flowBasic and advanced operations performed by users and system

Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.

ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) Certification Exam is a globally recognized certification program that validates the skills and expertise of IT professionals in implementing ServiceNow IT Service Management solutions. Certified Implementation Specialist - IT Service Management certification exam focuses on the practical application of ServiceNow ITSM and ensures that professionals have the knowledge and skills required to successfully manage the IT service delivery process.

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ServiceNow is a leading cloud-based platform that offers innovative solutions to businesses to help them operate efficiently and effectively. The ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) certification is a globally recognized certification program. It is designed to validate the skills and knowledge of individuals who are responsible for implementing, configuring, and managing IT Service Management (ITSM) solutions using the ServiceNow platform.

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q149-Q154):

NEW QUESTION # 149
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?

A. Incident > Administration > Incident Properties
B. ITSM > Administration > Properties
C. Problem > Administration > Problem Properties
D. System Policy > Rules > Priority Lookup Rules

Answer: C

NEW QUESTION # 150
Which two statements are true about the creation of entitlement processes? (Choose two.)

A. Milestones can be created dynamically based on other fields.
B. Entitlement versioning allows changes to existing entitlement processes.
C. Entitlements have their own organization-wide default settings.
D. The Manage Entitlements permission must be enabled.

Answer: B,D

NEW QUESTION # 151
Which change request fields are mandatory to transition from Review to CIosed in the base platform configuration? (Choose 2 options)

A. CIose notes
B. CIose code
C. CIosed by
D. CIosed

Answer: A,B

Explanation:
The correct selection is B, C because B. CIose code; C. CIose notes. 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 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. CIosed by; D. CIosed. 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.

NEW QUESTION # 152

Consider the Apex class above that defines a RemoteAction used on a Visualforce search page.
Which code snippet will assert that the remote action returned the correct Account?
Account a = controller.getAccount('TestAccount');

A. System.assertEquals( 'TestAccount', a.Name );
MyRemoter remote = new MyRemoter();
B. System.assertEquals( 'TestAccount', a.Name );
C. Account a = remote.getAccount('TestAccount');
System.assertEquals( 'TestAccount', a.Name );
MyRemoter remote = new MyRemoter('TestAccount');
D. Account a = remote.getAccount();
System.assertEquals( 'TestAccount', a.Name );
Account a = MyRemoter.getAccount('TestAccount');

Answer: B

NEW QUESTION # 153
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

A. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
B. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
C. Update the incident_close UI action script
D. Modify the Incident Lifecycle flow to expire after 7 days

Answer: B,D

NEW QUESTION # 154
......

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