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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q180-Q185):

NEW QUESTION # 180
Once the "Request Approval" button is clicked in the normal change form, approval requests are sent to all members of the "CAB Approval" group.

A. True
B. False

Answer: B

Explanation:
At this step, the approval requests will be sent to members of the group set in the "Assignment group" field.

NEW QUESTION # 181
Which of the following Service Catalog varibale types are not supported in Mobile interfaces? Select all that apply.

A. Container Start
B. IP Address
C. UI Page
D. HTML
E. Label
F. Lookup selectbox

Answer: B,C,D,E

Explanation:
Explanation
The Configuration Management Database (CMDB) is a centrally-managed and controlled system of record for all IT service infrastructure components and t heir relationships. It is used by all IT Service Management applications as a critica l analysis and decision-making support tool.
* Identifying the respective support and approval groups.
* Identifying the business criticality of affected Cls to aid in prioritizat ion and escalation.
* Identifying potential upstream or downstream impacts.

NEW QUESTION # 182
A developer wants to call an Apex Server-side Controller from a Lightning Aura Component.
What are two limitations to the data being returned by the Controller? (Choose two.)

A. Lists of Custom Apex Classes cannot be returned by Apex Controllers called by Lightning Aura Components.
B. Only Basic data types and sObjects are supported as return types for Apex Controllers called by Lightning Aura Components.
C. Basic data types are supported, but defaults, such as maximum size for a number, are defined by the objects that they map to.
D. A custom Apex Class can be returned, but only the values of public instance properties and methods annotated with @AuraEnabled are serialized and returned.

Answer: C,D

NEW QUESTION # 183
On an incident, which of the following conditions will trigger the Reopen Count field value to be incremented?

A. Assignment group changes from Service Desk to Software Group
B. State changes from Resolved to On Hold
C. Submission of an incident by the same Caller with an identical short description
D. Update to an associated problem record

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 184
Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?

A. Performance Analytics
B. Reporting
C. Scheduled Reports
D. Benchmarks

Answer: A

NEW QUESTION # 185
......

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