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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Change Management15-20%- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Conflict detection
  • 3. Implementation plan creation
- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Change models and categories
  • 3. Approval workflows and routing
Topic 2: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Topic 3: ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Variable sets and question blocks
  • 3. Catalog configuration
- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. Process activator features
  • 3. ITSM license requirements
Topic 4: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA timers and pause conditions
  • 2. SLA reporting and dashboards
  • 3. SLA configuration in ServiceNow
Topic 5: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Real-time reporting capabilities
  • 3. Metric definition and KPI setup
Topic 6: 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
Topic 7: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. Discovery integration
  • 2. CI data quality and reconciliation
  • 3. CI classes and relationships
Topic 8: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. Asset lifecycle management
  • 3. CI to asset relationship
Topic 9: 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. Assignment rules and escalation
  • 3. SLA configuration and monitoring
Topic 10: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Linking incidents to problems
  • 3. Problem categorization and prioritization

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which of the following record types would you use in order to propose a new standard change template?

Answer: B


NEW QUESTION # 21
What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

Answer: D

Explanation:
D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by D. Service catalog management. 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. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. A. Service portfolio management; B. Catalog item management; C.
Service mapping. 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 # 22
What are three capabilities of Collaborative Forecasting? (Choose three.)

Answer: A,C,E


NEW QUESTION # 23
What are the primary record types in configuration management?

Answer: C


NEW QUESTION # 24
Problem management provides what benefits for Incident management? Choose 2 answers

Answer: A,B

Explanation:
https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/concept
/c_ProblemManagementProcess.html


NEW QUESTION # 25
......

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