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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q90-Q95):

NEW QUESTION # 90
In the baseline platform configuration, which Incident Management function is limited to users with roles of either itil_admin or admin?

A. Close Incident
B. Archive Incident
C. Reopen Incident
D. Delete Incident

Answer: C

Explanation:

NEW QUESTION # 91
Which table can be used to build a report to see which knowledge articles are no longer viewed by users?

A. kb_knowledge
B. kb_article_statistics
C. kb_use
D. kb_feedback

Answer: C

Explanation:
kb_use table stores a record every time an article is viewed. It is useful to build reports to see which articles are no longer viewed.

NEW QUESTION # 92
Which of the following is a potential benefit of implementing incident management?

A. Reduction in the time services are unavailable
B. Reduction in the number of incidents caused by changes
C. Reduction in the time to fulfill requests
D. Reduction in the number of duplicate configuration items

Answer: A

Explanation:
Explanation
Implementing Incident and Service Level Management
can help you
* Restore service as quickly as possible

NEW QUESTION # 93
Which plugin should be activated to enable Article Versioning in Knowledge Management?

A. None of the listed answers
B. Knowledge Management Versioning
C. Knowledge Management Advanced Features
D. Knowledge Management Advanced Installer

Answer: D

Explanation:
Explanation
The Knowledge Management Advanced Installer is available to be enabled by system administrators. It is available since Jakarta release.

NEW QUESTION # 94
Which two statements are true regarding Salesforce Customer Community members? (Choose two.)

A. They use the Ideas tab to submit, comment on, and vote for ideas.
B. They must belong to a company's internal community to participate in Chatter collaboration.
C. They find crowdsourced answers and Knowledge articles to resolve a support issue.
D. Their reputation levels must be the same across all communities of which they are members.

Answer: A,C

NEW QUESTION # 95
......

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