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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization
Topic 2: Incident Management	30%	- Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications
Topic 3: Change Management	20%	- Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting
Topic 4: Request Fulfillment & Service Catalog	15%	- Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes
Topic 5: Problem Management	20%	- Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Problem resolution and closure processes
Topic 6: Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Integration between ITSM applications

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q42-Q47):

NEW QUESTION # 42
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

A. True
B. False

Answer: B

Explanation:
Explanation
Closed incidents are read-only for non-administrators.
Incidents can only be reopened by users with the admin role.
Users with the itil role cannot reopen closed incidents.
ESS users have a Reopen Incident button on resolved Incidents

NEW QUESTION # 43
When a class is set as a Principal Class, what effect does this have on the Configuration Item (CI) field in change, incident, and problem records?

A. It locks the CI field to prevent edits.
B. It hides the CI field completely.
C. II allows the selection of all CIs, regardless of class.
D. It allows selection of only CIs within the Principal Class.

Answer: D

NEW QUESTION # 44
What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers

A. When possible, maximize the quality or email updates to customers
B. Get input from Marketing department, regarding format of customer/caller facing notifications
C. Use templates to ensure consistency and ease of configuration
D. Use incident itil role template as the master template to build all other ITSM templates
E. Make sure Notification requirements and test plans are in the project scope from the start

Answer: B,D,E

NEW QUESTION # 45
If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers

A. Users with admin role
B. Users with sn_change_write role
C. Users that have the Write role(s) OR that match the Can write user criteria
D. Users with the ftil_admin role
E. Users that have the Write role(s) AND match the Can write user criteria

Answer: A,E

NEW QUESTION # 46
A Visualforce page loads slowly due to the large amount of data it displays.
Which strategy can a developer use to improve the performance?

A. Use lazy loading to load the data on demand, instead of in the controller's constructor.
B. Use the transient keyword for the List variables used in the custom controller.
C. Use an <apex:actionPoller> in the page to load all of the data asynchronously.
D. Use JavaScript to move data processing to the browser instead of the controller.

Answer: A

NEW QUESTION # 47
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