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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. CI to asset relationship
  • 2. Asset lifecycle management
  • 3. Lease and warranty management
ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Variable sets and question blocks
  • 2. Catalog configuration
  • 3. Workflow editor for catalog items
- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. ITSM license requirements
  • 3. Process activator features
Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. Discovery integration
  • 3. CI classes and relationships
Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Incident Management15-20%- Integration with other processes
  • 1. Change management connection
  • 2. Problem management linkage
  • 3. Knowledge base integration
- Incident creation and management
  • 1. Incident states and workflow
  • 2. SLA configuration and monitoring
  • 3. Assignment rules and escalation
Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow
Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Metric definition and KPI setup
  • 3. Real-time reporting capabilities
Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Change Management15-20%- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Approval workflows and routing
  • 3. Change models and categories
- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Conflict detection
  • 3. Change calendar configuration
ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Lists, forms, and UI policies
  • 2. Configuration and customization basics
  • 3. Application Navigator and search capabilities

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q154-Q159):

NEW QUESTION # 154
Which of the following roles can close a problem? (Choose three.)

Answer: B,D,E

Explanation:
Explanation
Itil users cannot close problems.


NEW QUESTION # 155
Which of the following CANNOT be performed by catalog_manager role?

Answer: B

Explanation:
Explanation
Creating a catalog task can be done by a user with catalog_admin role.


NEW QUESTION # 156
What are the components of a Flow Action?

Answer: A


NEW QUESTION # 157
Which module to use in order to modify the field mapping of the Known Error articles?

Answer: A

Explanation:
There's no module for this. You can use csm_table_mapping.list to access and modify the field mapping.


NEW QUESTION # 158
Where are the timeframe conditions for sending an SLA breach warning notification defined?

Answer: D

Explanation:
ServiceNow ' s baseline implementation supports B. Default SLA flow, so the answer is B. Service Level Management measures service commitments by attaching Task SLA records to the appropriate task level and using SLA definitions, flows, schedules, pause conditions, warning thresholds, and breach actions. The configuration should express measurable commitments without forcing inappropriate SLA behavior onto processes whose objective is investigation rather than rapid restoration. 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). SLA definition record; C. SLA Properties application; D. SLA trigger conditions. 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 Level Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 159
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