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| Section | Objectives |
|---|
| Change Management | - Approval and risk management - Change types and workflows
|
| Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows
|
| ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview
|
| Problem Management | - Problem identification and root cause analysis - Known errors and workarounds
|
| CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships
|
| Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes
|
| Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration
|
| ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards
|
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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q16-Q21):
NEW QUESTION # 16
The root cause, workaround, and a fix to a problem have been identified, but management has decided not to implement the solution. Which action does the problem coordinator take regarding the problem record?
- A. Accept Risk
- B. Communicate Fix
- C. Assess Risk
- D. Resolve
Answer: A
Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. Accept Risk. Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. 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.
Communicate Fix; C. Assess Risk; D. Resolve. 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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.
NEW QUESTION # 17
When does the Actual End Date get auto-populated in the change request form?
- A. When state changes to Closed.
- B. Actual End Date is never auto-populated. It should be set manually.
- C. When state changes to Review.
- D. When state changes to Implement.
Answer: C
NEW QUESTION # 18
By default, CAB Approval is only requested for normal changes with moderate to high risk.
Answer: B
NEW QUESTION # 19
How is granular read and write access for a specific change model defined?
- A. Configuring ACL's on the chge_model table
- B. Change properties
- C. Setting Advanced Security to true and applying user criteria
- D. Configuring ACL's on the Create New landing page
Answer: C
NEW QUESTION # 20
Unless there are particular security requirements, what role is given to users that perform request fulfillment work?
- A. itil
- B. task_worker
- C. sc_fulfiller
- D. catalog_fulfiller
- E. fulfiller
Answer: A
Explanation:
A is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A. itil. 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.
B). task_worker; C. sc_fulfiller; D. catalog_fulfiller. 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 # 21
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