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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q46-Q51):

NEW QUESTION # 46
What is the relationship between User table and Location table?

Answer: B

Explanation:
Explanation
Explanation:
A user can have only one location, but the same location can be used for many users.


NEW QUESTION # 47
Which stale will a General Problem record automatically move through if the required fields are completed?

Answer: C


NEW QUESTION # 48
It is recommended to use "Changes to" instead of "Is" in notification conditions.

Answer: B


NEW QUESTION # 49
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

Answer: A,C

Explanation:
C, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes; D.
Modify the Incident Lifecycle flow to expire after 7 days. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. Incident auto-closure should be driven by the Incident Management auto-close configuration rather than custom UI-action code. The implementation must both enable closure based on the Resolution date and define the closure interval so the record moves from Resolved to Closed after the intended number of days.
The remaining choices are not the best fit. A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date; B. Update the incident_close UI action script. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 50
Which of the following roles can update cart layout?

Answer: D


NEW QUESTION # 51
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