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ServiceNow CIS-ITSM Exam Syllabus Topics:

Topic	Details
Topic 1	Implementation solutions that work in conjunction with baseline application functionality Integration capabilities
Topic 2	Primary application components (Script Includes, Business Rules, etc.) State model and default process flow
Topic 3	Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
Topic 4	Functionality and features added or changed in the current release Key Performance Indicators and Benchmarks

Earning the CIS-ITSM Certification can benefit IT professionals in several ways. It demonstrates to employers and colleagues that the individual has the knowledge and skills to effectively implement and manage ServiceNow ITSM solutions. It can also lead to career advancement opportunities and increased earning potential.

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q15-Q20):

NEW QUESTION # 15
Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot.
How do you explain this?

A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers
B. The message will be automatically displayed on the Portal
C. The problem coordinator is responsible for approving or rejecting the proposed message
D. The problem coordinator is the only role with the ability to recall a message

Answer: A

Explanation:
The correct selection is A because A. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. 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.
The problem coordinator is responsible for approving or rejecting the proposed message; C. The message will be automatically displayed on the Portal; D. The problem coordinator is the only role with the ability to recall a message. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 16
What is the purpose of "time_worked" field in incident table?

A. This is a cumulative time logged by the users.
B. It stores total elapsed time since the incident was created (it only counts the elapsed time during business working hours).
C. It stores total elapsed time since the incident was created.
D. It stores total elapsed time since the incident state changed to "In Progress".

Answer: A

Explanation:
This is a field that, if made visible on the form, can be filled by users and ServiceNow will accumulate the values entered by all users.

NEW QUESTION # 17
What are some good practices for guiding your customers ' use of Notifications?
Choose 3 answers

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

Answer: A,D,E

Explanation:
The implementation requirement maps directly to C. Get input from Marketing department, regarding format of customer/caller facing notifications; D. Make sure Notification requirements and test plans are in the project scope from the start; E. Use templates to ensure consistency and ease of configuration; therefore C, D, E is correct. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. 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. When possible, maximize the quality or email updates to customers; B. Use incident itil role template as the master template to build all other ITSM templates. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 18
What are key relationships between Change and Release Management?
Choose 3 answers

A. A Release can contain one or more Changes
B. Change includes planning and approvals, Release includes building resting and execution of changes
C. Change management provides governance which includes Release management
D. A Change can contain one or more Releases
E. Release management application is required, to use the Change management application

Answer: B,C,E

NEW QUESTION # 19
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

A. Change Interceptor
B. Change Overview
C. Change Landing Page
D. Change Catalog

Answer: D

NEW QUESTION # 20
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