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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q55-Q60):

NEW QUESTION # 55
Selecting this option on a change approval policy will enable the ability to execute only on the first matching decision condition instead of matching each decision condition.

Answer: D


NEW QUESTION # 56
ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets.
What is this resource called?

Answer: D


NEW QUESTION # 57
What can you do to show the "No cart" option in catalog item form?

Answer: A


NEW QUESTION # 58
What is the minimum role required in order to delete a change?

Answer: C


NEW QUESTION # 59
The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"

Answer: A

Explanation:
Explanation
This question is answered by the Roadmap Workshop. Requirements Workshops focus on aligning customer process with platform capabilities.


NEW QUESTION # 60
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