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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

>> CIS-ITSM Exam Blueprint <<

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q152-Q157):

NEW QUESTION # 152
Incident management includes limited functionality for what advanced reporting capability?

Answer: D


NEW QUESTION # 153
What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

Answer: A


NEW QUESTION # 154
What determines the class and table structure that infrastructure configuration items map to in the CSDM model?

Answer: D


NEW QUESTION # 155
The Problem table is extended from what table?

Answer: D

Explanation:
C is the correct answer. The decisive ServiceNow behavior in this scenario is represented by C. Task. Major Incident Management extends the Incident process with controlled candidate promotion and additional major- incident states, roles, communications, and governance. The distinction between proposing a candidate and managing or promoting a major incident is intentional so that broad ITIL users can raise candidates while designated major-incident roles retain process control. 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. Outage; B.
Problem Task; D. Major Incident. 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:
Major Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 156
The purpose of Change Management in ServiceNow is to plan and manage releases and make sure software deployments are done correctly.

Answer: B

Explanation:
Change Management should not be used as a release management tool. It is not meant to be so.


NEW QUESTION # 157
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