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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
CMDB and Service Mapping Concepts	- Service dependencies overview - CMDB structure and relationships
Request Fulfillment and Service Catalog	- Catalog items and workflows - Request lifecycle management
Change Management	- Approval and risk management - Change types and workflows
ITSM Reporting and Performance	- Basic reporting and dashboards - Metrics and KPI tracking
Knowledge Management	- Publishing and lifecycle processes - Knowledge article creation and governance
ITSM Foundation and Platform Concepts	- ITSM application overview - ServiceNow platform architecture and navigation
Incident Management	- Incident lifecycle and configuration - SLAs, assignments, and escalation
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 (Q173-Q178):

NEW QUESTION # 173
Which of the following can the end user see in the related search result?

A. Open Incidents
B. Resolved Incidents
C. Open Problems
D. Knowledge Articles
E. Resolved Problems

Answer: D

Explanation:
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.

NEW QUESTION # 174
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. Their reputation levels must be the same across all communities of which they are members.
C. They find crowdsourced answers and Knowledge articles to resolve a support issue.
D. They must belong to a company's internal community to participate in Chatter collaboration.

Answer: A,C

NEW QUESTION # 175
What defines the required approvals and the associated conditions for a change model?

A. A change model ' s state transitions
B. A change approval lifecycle flow
C. A change model approval definition
D. A change approval policy

Answer: D

Explanation:
ServiceNow ' s baseline implementation supports A. A change approval policy, so the answer is A. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. Change Approval Policies express approval decisions and their conditions independently from the state model. This allows organizations to add service-, risk-, CI-, or other condition-based approval decisions without rewriting the baseline lifecycle flow. The remaining choices are not the best fit. B. A change model ' s state transitions; C. A change model approval definition; D. A change approval lifecycle flow. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 176
Which of the following roles can delete a CAB definition?

A. itil_admin
B. None of the listed answers
C. cab_manager
D. change_manager

Answer: B

Explanation:
Explanation/Reference:
Explanation:
Only system admin can delete CAB Definitions.

NEW QUESTION # 177
In the Content item, what is the "Catalog content" option in "Content type" used for?

A. Reference to a catalog item that doesn't have a record producer linked to it.
B. Cross-reference among catalogs.
C. To show an article about a specific catalog item.
D. Grouping more than one catalog item in one request.

Answer: B

NEW QUESTION # 178
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