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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q17-Q22):

NEW QUESTION # 17
How do you make an article visible in the featured content section?

A. Add the article to the featured content related list in a knowledge base.
B. Add a new record to "Knowledge Base Featured" table.
C. Add a new record to the "Featured Content" table.
D. Select the Featured check box in the article.

Answer: A

NEW QUESTION # 18
Which of these can be associated with a service within the service portfolio taxonomy?

A. Leaf node
B. Node level
C. Node
D. Node layer

Answer: A

Explanation:
Answer D aligns with the baseline ServiceNow implementation: D. Leaf node. Service Portfolio Management organizes services and service offerings through lifecycle phases, taxonomy, ownership, commitments, and catalog publication. Portfolio governance distinguishes strategic service definitions from operational CMDB relationships and from the transactional Service Catalog used to request goods and services. 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. Node layer; B. Node; C. Node level. 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 Portfolio Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 19
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

A. Edit in Form Designer
B. Edit in Catalog Builder
C. Edit in Catalog Item Designer
D. Edit in Item Designer

Answer: B

Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management
/concept/catalog-builder.html

NEW QUESTION # 20
The marketing department at Universal Containers regularly changes the page layout requirements for its custom marketing objects. The VP of Marketing has asked the administrator for permission to configure only these objects.
What can the administrator do to meet this request?

A. Grant the VP of Marketing the ability to log in as a user who is an administrator.
B. Enable the Marketing User permission on the user record for the VP of Marketing.
C. Set up the VP of Marketing as a delegated administrator for the custom marketing objects.
D. Create a custom profile with Edit permission on the custom marketing objects and assign to the VP of Marketing.

Answer: C

NEW QUESTION # 21
The VP of Marketing is launching campaigns in each region to target accounts that do NOT have open opportunities.
Which reporting solution can an administrator set up to assist with this?

A. Reporting snapshot
B. Joined report
C. Standard filter
D. Cross filter

Answer: D

NEW QUESTION # 22
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