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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which role would give you access to the CI Class Manager?

Answer: B


NEW QUESTION # 16
In the baseline configuration for change management, how do users access approved Standard Change Templates?

Answer: B

Explanation:


NEW QUESTION # 17
The Close Incident button doesn't appear for itil users.

Answer: B

Explanation:
Explanation
Users with itil roles don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.


NEW QUESTION # 18
What should you use to capture data in a grid layout on a catalog item?

Answer: D

Explanation:
The correct selection is B because B. Multi-row variable set. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. A Multi-Row Variable Set captures repeating structured rows within a catalog item. It is the supported way to gather grid-like collections of values without creating a custom table or an unsupported ' grid variable ' type. The remaining choices are not the best fit. A. Cascade variable; C.
Grid variable; D. Enable set. 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 Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 19
Leads come to Universal Containers from various sources and need to be assigned to the correct sales team.
When a lead comes from the APAC region, it can be passed to an external partner if the Sales Director approves the transfer. The partner's channel manager must be notified when the partner has been assigned the lead.
Which combination of automation tools is needed to meet minimally these requirements?

Answer: A


NEW QUESTION # 20
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