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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q156-Q161):

NEW QUESTION # 156
A developer created a new trigger that inserts a Task when a new Lead is created. After deploying to production, an outside integration is periodically reporting errors.
Which change should the developer make to ensure the integration is not affected with minimal impact to business logic?

A. Deactivate the Trigger before the Integration runs.
B. Use the Database method with allOrNone set to False.
C. Remove the Apex Class from the Integration User's Profile.
D. Use a Try/Catch block after the insert statement.

Answer: D

NEW QUESTION # 157
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

A. Item Owners
B. Authors
C. Item Admins
D. Editors

Answer: D

Explanation:
ServiceNow ' s baseline implementation supports A. Editors, so the answer is A. 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. B. Item Admins; C). Authors; D. Item Owners. 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 # 158
How to configure the fields to be copied from the original incident when an incident is copied?

A. Modify the incident property "com.snc.incident.copy.columns"
B. Modify the incident property "com.snc.incident.copy.attributes"
C. There's a predefined set of fields to be copied and they cannot be changed
D. Modify the incident property "com.snc.incident.copy.fields"

Answer: B

NEW QUESTION # 159
What is the purpose of the Duration field in the incident form?

A. Time elapsed before the incident was closed.
B. Time elapsed before the incident was resolved.
C. Time elapsed since the last update on the incident.
D. Time elapsed since the last update by agent on the incident.

Answer: B

NEW QUESTION # 160
In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents?
(Assume associated Incidents have a State of On Hold and On Hold Reason of Awaiting Problem.)

A. The State of each associated Inciedent is updated to ResolveResolution code is set to
B. Solved (Permanently). Resolution notes are populated with details from the Problem Close Notes field
C. No updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.
D. The Work Notes field on each associated Incident is updated with details from the Problem Close Notes
E. The State of each Incident is set to In Progress

Answer: B

Explanation:
Explanation
The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an On Hold Reason of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions to a State of Resolved and will set the Resolution code and Resolution notes.
Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action must be used to update the incidents.

NEW QUESTION # 161
......

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