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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
ITSM Framework and Setup	20-25%	- 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. Baseline configuration 2. ITSM license requirements 3. Process activator features
Incident Management	15-20%	- Incident creation and management 1. SLA configuration and monitoring 2. Incident states and workflow 3. Assignment rules and escalation - Integration with other processes 1. Knowledge base integration 2. Problem management linkage 3. Change management connection
ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Lists, forms, and UI policies 2. Application Navigator and search capabilities 3. Configuration and customization basics
Change Management	15-20%	- Change request lifecycle 1. Change models and categories 2. Approval workflows and routing 3. Risk assessment and CAB scheduling - Change calendar and planning 1. Change calendar configuration 2. Conflict detection 3. Implementation plan creation
Asset Management Integration	5-10%	- Hardware and software asset tracking 1. Asset lifecycle management 2. Lease and warranty management 3. CI to asset relationship
Service Level Management	10-15%	- SLA definitions and metrics 1. SLA timers and pause conditions 2. SLA reporting and dashboards 3. SLA configuration in ServiceNow
Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Metric definition and KPI setup 2. Dashboard creation 3. Real-time reporting capabilities
Problem Management	10-15%	- Problem workflow and states 1. Linking incidents to problems 2. Known error database (KEB) 3. Problem categorization and prioritization
Knowledge Management	5-10%	- Knowledge base structure 1. Search and publication 2. Article types and workflows 3. Integration with incidents and problems
Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. Discovery integration 2. CI classes and relationships 3. CI data quality and reconciliation

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q126-Q131):

NEW QUESTION # 126
A company wants to incorporate a third-party web service to set the Address fields when an Account is inserted, if they have not already been set.
What is the optimal way to achieve this?

A. Create an after insert trigger, call an @future(callout=true) method from it, and make the callout from that Apex method.
B. Create an after insert trigger, call an Apex @InvocableMethod method from it, and make the callout from that Apex method.
C. Create a Process, call an Apex @InvocableMethod from it, and make the callout from that Apex method.
D. Create a Process, call an Apex @future(callout=true) method from it, and make the callout from that Apex method.

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 127
In Change management, what allows customers to define condition based flows for a fit for purpose model?

A. State Flows
B. Conditional Change Models
C. Stale Transition Models
D. Workflows 2 0

Answer: C

NEW QUESTION # 128
Which two actions could the delegated administrator complete after delegated administration is granted for a custom object? (Choose two.)

A. Create a custom tab for the object.
B. Add a custom picklist field to the object.
C. Change the relationship with another object.
D. Change organization-wide sharing rules for the object.

Answer: A,B

NEW QUESTION # 129
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

A. False
B. True

Answer: A

Explanation:
Explanation
No additional license is needed for this performance analytics functionality.

NEW QUESTION # 130
When migrating a legacy Service Catalog to a new ServiceNow instance, which of the following is considered a best practice for managing existing catalog items?

A. Notify all existing users and solicit input on the new catalog items
B. Move each one over, ensuring that each new item has its own unique workflow
C. Maintain the same catalog structure as they implemented previously
D. Review existing items to identify commonalities, to see if items may be combined
E. Whenever possible combine existing items into order guides

Answer: D

Explanation:
According to ServiceNow Service Catalog best practices, migrating "as-is" from a legacy system often carries over inefficient processes and "catalog sprawl." The recommended approach is to Review existing items to identify commonalities. By doing so, administrators can use Variables and Variable Sets to create dynamic, flexible items that serve multiple purposes. This reduces the total number of items to maintain, simplifies the user experience, and ensures that the catalog remains scalable. Combining items based on shared workflows or data requirements is more efficient than simply grouping them into Order Guides or maintaining redundant, individual items.

NEW QUESTION # 131
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