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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications |
| Topic 2: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows - Service level agreements for requests - Service catalog design, items, and categories |
| Topic 3: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes |
| Topic 4: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation - Problem resolution and closure processes |
| Topic 5: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications |
| Topic 6: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change success measurement and reporting - Change scheduling, risk assessment, and implementation |
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NEW QUESTION # 13
Which of the following service catalog variable types are NOT supported in Mobile Classic interfaces?
(Choose four.)
Answer: A,C,D,E
NEW QUESTION # 14
Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.
Answer: B
Explanation:
Explanation
There's no review form. This can be implemented as custom functionality since post-implementation review varies from customer to another.
NEW QUESTION # 15
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?
Answer: D
NEW QUESTION # 16
Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop. Which Now Create assets do you recommend they review to prepare? (Choose 2 options)
Answer: A,C
Explanation:
ServiceNow ' s baseline implementation supports A. Service Catalog and Request Mgmt - Workshop Preparation Guide; B. Service Catalog and Request Mgmt - Process Guide, so the answer is A, B. 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.
C). IT Service Management - Typical Challenges and Remediation; D. ITSM - Business Outcomes and Corresponding KPIs. 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 # 17
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?
Answer: D
Explanation:
Answer D aligns with the baseline ServiceNow implementation: D. Date. 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. Duration; B.
Due Date; C. Date Picker. 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 # 18
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P.S. Free 2026 ServiceNow CIS-ITSM dumps are available on Google Drive shared by EduDump: https://drive.google.com/open?id=1CzaoyQsdXaoNwvDC9R_ILZNF0yuwo-7t