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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
ITSM Reporting and Performance	- Basic reporting and dashboards - Metrics and KPI tracking
Knowledge Management	- Knowledge article creation and governance - Publishing and lifecycle processes
Incident Management	- Incident lifecycle and configuration - SLAs, assignments, and escalation
Change Management	- Change types and workflows - Approval and risk management
Request Fulfillment and Service Catalog	- Request lifecycle management - Catalog items and workflows
CMDB and Service Mapping Concepts	- CMDB structure and relationships - Service dependencies overview
ITSM Foundation and Platform Concepts	- ITSM application overview - ServiceNow platform architecture and navigation
Problem Management	- Known errors and workarounds - Problem identification and root cause analysis

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q173-Q178):

NEW QUESTION # 173
Your customer wants to add a notification to the Change - Emergency - Authorize Flow. What is the first thing you would do to meet this requirement?

A. Unpublish the baseline Change - Emergency -Authorize flow
B. Deactivate the baseline Change - Emergency - Authorize flow
C. Create a copy of the baseline Change - Emergency -Authorize Flow, and then edit the new copy
D. Create a backup of the baseline Change - Emergency - Authorize Flow, and eat the baseline flow

Answer: C

NEW QUESTION # 174
Which table do all technical configuration items extend from?

A. Technical Configuration Item [technical_cmdb_ci]
B. Base Configuration Item [item]
C. Configuration Item [cmdb_ci]
D. None of the listed answers

Answer: C

NEW QUESTION # 175
Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)

A. Flags
B. Comments
C. Helpful (Yes/No)
D. Views
E. Star Rating

Answer: A,B,C,E

NEW QUESTION # 176
Which of the following users has the permission to reopen an incident?

A. None of the listed answers
B. Incident Manager
C. Itil User
D. Incident caller
E. Itil Admin

Answer: D

Explanation:
Only the incident opener can reopen it.

NEW QUESTION # 177
Which of the following describes the purpose of User Criteria when used in the Service Catalog application?

A. Pre-fill user preferences on Catalog order forms
B. Determine who can see Catalogs and Items
C. Determine who can see Categories and Items
D. Replace Access Controls to provide security to Requests

Answer: C

NEW QUESTION # 178
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