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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Application Navigator and search capabilities
  • 2. Configuration and customization basics
  • 3. Lists, forms, and UI policies
Topic 2: ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Catalog configuration
  • 3. Variable sets and question blocks
- ITSM Pro functionality and capabilities
  • 1. ITSM license requirements
  • 2. Process activator features
  • 3. Baseline configuration
Topic 3: Change Management15-20%- Change request lifecycle
  • 1. Approval workflows and routing
  • 2. Risk assessment and CAB scheduling
  • 3. Change models and categories
- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Implementation plan creation
  • 3. Conflict detection
Topic 4: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Linking incidents to problems
  • 3. Problem categorization and prioritization
Topic 5: Incident Management15-20%- Incident creation and management
  • 1. Incident states and workflow
  • 2. Assignment rules and escalation
  • 3. SLA configuration and monitoring
- Integration with other processes
  • 1. Change management connection
  • 2. Knowledge base integration
  • 3. Problem management linkage
Topic 6: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Topic 7: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. Discovery integration
  • 2. CI classes and relationships
  • 3. CI data quality and reconciliation
Topic 8: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. CI to asset relationship
  • 3. Asset lifecycle management
Topic 9: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA timers and pause conditions
  • 2. SLA reporting and dashboards
  • 3. SLA configuration in ServiceNow
Topic 10: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup

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CIS-ITSM Exam Questions - Successful Guidelines For Preparation [2026]

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q117-Q122):

NEW QUESTION # 117
Which of the following Service Catalog records may serve as a container for multiple Requested Items?

Answer: B


NEW QUESTION # 118
Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes?
Choose 2 answers

Answer: A,D


NEW QUESTION # 119
Which of the following is set as the default value for Category in Incident form?

Answer: C

Explanation:
Explanation
Inquiry is listed in the Data Dictionary as the default value for Category. If you want to delete all data in the Category field, you should change this or otherwise the Inquiry will remain the default value.


NEW QUESTION # 120
A company has a custom object, Sales Demo Request, that has a lookup to an Opportunity. It is required that a Sales Demo Request record be created when an Opportunity's Probability is greater than 50%.
What is the optimal way to automate this?

Answer: C


NEW QUESTION # 121
Users with which role can Communicate a workaround or fix? (Choose two.)

Answer: A,C

Explanation:
ServiceNow ' s baseline implementation supports B. problem_coordinator; D. problem_admin, so the answer is B, D. Problem Management focuses on identifying and controlling the underlying causes of incidents.
ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. 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. itil_admin; C. problem_task_analyst. 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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 122
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