CIS-ITSM Learning Materials: Certified Implementation Specialist - IT Service Management - CIS-ITSM Actual Lab Questions

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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q114-Q119):

NEW QUESTION # 114
A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.
What would be the next step for this problem?

Answer: A

Explanation:
Answer B aligns with the baseline ServiceNow implementation: B. Problem Manager clicks Re-Analyze on the Problem record. 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. Re-Analyze is the controlled backward transition used when a previously progressed or closed Problem requires renewed investigation. It returns the Problem to Root Cause Analysis rather than creating a new record, preserving history and the relationship to prior incidents and remediation decisions. The remaining choices are not the best fit. A. If 7 days has passed, since the Problem was closed, it cannot be re- opened; C. Problem Assignee clicks Re-Open on the Problem record; D. Administrator clicks Re-Open on the Problem Record. 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 # 115
The "Assigned to me" button will validate if the current user is a member of the Assignment Group.

Answer: B

Explanation:
Explanation
No such validation is done in the OOTB implementation.


NEW QUESTION # 116
Which module can you use to see a list of search keywords used to search for articles in knowledge base?

Answer: B


NEW QUESTION # 117
From a data model perspective which Table is the base class for the configuration management database?

Answer: D


NEW QUESTION # 118
In the baseline configuration of Change Management, which fields are included when the Copy Change UI action is used to copy a Change Request?

Answer: D

Explanation:
Explanation
These fields get copied from CR to new CR:
assigned_to
assignment_group
backout_plan
category
change_plan
cmdb_ci
description
impact
priority
risk
short_description
test_plan
type
These expressly do NOT get copied
Created


NEW QUESTION # 119
......

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