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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which property on an order guide will pass variables from one item to another item with equivalent variables?

Answer: C


NEW QUESTION # 38
Which of the following fields in the Choice form specifies the field for which this choice is made?

Answer: A

Explanation:
Explanation
The Element field in the Choice form is used to specify to which field in the original form should this choice be added.


NEW QUESTION # 39
Which of the following ITIL terms refers to the cause of one or more incidents that is typically unknown at the time of detection?

Answer: A


NEW QUESTION # 40
Which of the following are defined for a given change model?
Choose 3 answers

Answer: B,D,E


NEW QUESTION # 41
When using Inbound Email Actions, what happens it an email is received which has no watermark or reference number?

Answer: C


NEW QUESTION # 42
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