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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Request Fulfillment & Service Catalog	15%	- Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows - Service catalog design, items, and categories
Problem Management	20%	- Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Known error and workaround management - Problem resolution and closure processes
Configuration Management Database (CMDB)	5%	- CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes
Incident Management	30%	- Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules
Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Integration between ITSM applications
Change Management	20%	- Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q13-Q18):

NEW QUESTION # 13
Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object: Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?

A. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c EXCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
B. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c INCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
C. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c ='Shoppers' AND Transaction_Date__c=2019-05-31T00:00Z
D. SELECT Account__c, Program__c, Transaction_Date__c
FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3'
AND Program__c LIKE 'Shop%'
AND Transaction_Date__c=2019-05-31T00:00Z

Answer: C

Explanation:
Explanation

NEW QUESTION # 14
Which role would give you access to the CI Class Manager?

A. class_manager
B. ecmdb_admin
C. ecmdb
D. sn_class_manager

Answer: B

NEW QUESTION # 15
Which of the following is NOT included in the Incident Management Lifecycle?

A. Creation and Classification
B. Approval and Fulfillment
C. Investigation and Diagnosis
D. Resolution and Closure

Answer: B

Explanation:

NEW QUESTION # 16
What can you do to show the "No cart" option in catalog item form?

A. Select "Other" from the "Cart Layout" drop down list.
B. Check the "Use cart layout" check box.
C. Uncheck the "Use cart layout" checkbox.
D. Open the catalog item using the "Admin View".

Answer: C

NEW QUESTION # 17
Recently a Salesforce org's integration failed because it exceeded the number of allowed API calls in a 24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?

A. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
B. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
C. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
D. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.

Answer: A

Explanation:
Explanation

NEW QUESTION # 18
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