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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
Request Fulfillment and Service Catalog	- Catalog items and workflows - Request lifecycle management
ITSM Foundation and Platform Concepts	- ServiceNow platform architecture and navigation - ITSM application overview
Change Management	- Change types and workflows - Approval and risk management
Incident Management	- SLAs, assignments, and escalation - Incident lifecycle and configuration
ITSM Reporting and Performance	- Metrics and KPI tracking - Basic reporting and dashboards
CMDB and Service Mapping Concepts	- CMDB structure and relationships - Service dependencies overview
Knowledge Management	- Knowledge article creation and governance - Publishing and lifecycle processes
Problem Management	- Problem identification and root cause analysis - Known errors and workarounds

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q55-Q60):

NEW QUESTION # 55
In which phase of the incident management lifecycle do incidents typically gel escalated?

A. Investigation and Diagnosis
B. Resolution and Closure
C. Initial Analysis and Submission
D. Creation and Classification

Answer: A

Explanation:
Explanation
* Page 49 in course materials
* During the Investigation and Diagnosis phase, you will research the incident and analyze/diagnose the issue.
* Analysis of the issue may indicate that the incident needs to be escalated to a particular group for resolution.

NEW QUESTION # 56
Under which circumstances can a user with the itil role create a Problem record from an Incident record?

A. When there is not already an existing Problem associated with the Incident
B. An itil user can create a Problem record from an Incident at any time
C. When the Incident is not Closed and when there is not already an existing Problem associated with the Incident
D. When the Incident is not Closed

Answer: C

NEW QUESTION # 57
When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ?

A. Live Agent Intervention
B. Incident Deflection
C. Incident Avoidance
D. Service Marketing

Answer: B

Explanation:
Explanation
"The Related Search Results that appear on the Incident Self-Service view is a form of Incident Deflection.
Incident
Deflection provides Knowledge Articles that may help end users resolve issues before they raise an Incident."

NEW QUESTION # 58
The purpose of Change Management in ServiceNow is to plan and manage releases and make sure software deployments are done correctly.

A. False
B. True

Answer: A

Explanation:
Change Management should not be used as a release management tool. It is not meant to be so.

NEW QUESTION # 59
A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

A. Build report on Request table, Group by Variables for Computer > Extra memory
B. Build report on Requested Item table, Group by Variables for Computer > Extra memory
C. Build report on SC Task table, Group by Variables for Computer > Extra memory
D. Build report on Catalog Item table, Group by Variables for Computer > Extra memory
E. Build report on Task table, Group by Variables for Computer > Extra memory

Answer: B

NEW QUESTION # 60
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