Importance of ServiceNow CIS-ITSM Certification Exam

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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Incident Management	30%	- Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications
Topic 2: Request Fulfillment & Service Catalog	15%	- Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests
Topic 3: Change Management	20%	- Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting
Topic 4: Problem Management	20%	- Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes - Known error and workaround management
Topic 5: Integrations & Advanced Features	10%	- Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications
Topic 6: Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q166-Q171):

NEW QUESTION # 166
Which of the following tables is used to store knowledge articles?

A. kb_knowledge
B. None of the listed answers
C. kb_knowledge_article
D. kb_article

Answer: A

NEW QUESTION # 167
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

A. False
B. True

Answer: A

Explanation:
No additional license is needed for this performance analytics functionality.

NEW QUESTION # 168
Which of the following statements is true regarding attaching workflows to requests?

A. It is not possible to attach workflows to requests.
B. One or more workflows can be attached to a request.
C. A workflow must be attached to requests.
D. A workflow can be attached to requests but it is not mandatory.

Answer: C

NEW QUESTION # 169
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 Catalog Item table, Group by Variables for Computer > Extra memory
B. Build report on Request table, Group by Variables for Computer > Extra memory
C. Build report on Task table, Group by Variables for Computer > Extra memory
D. Build report on SC Task table, Group by Variables for Computer > Extra memory
E. Build report on Requested Item table, Group by Variables for Computer > Extra memory

Answer: E

Explanation:
The correct selection is B because B. Build report on Requested Item table, Group by Variables for Computer
> Extra memory. Service Catalog and Request Management separate catalog design from request fulfillment.
Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. Catalog fulfillment is normally tracked at the Requested Item [sc_req_item] level because each requested item has its own fulfillment lifecycle, approvals, tasks, and service commitments. The parent Request is an order container and is usually too coarse for item-specific SLAs. The remaining choices are not the best fit. A. Build report on SC Task table, Group by Variables for Computer > Extra memory; C. Build report on Task table, Group by Variables for Computer > Extra memory; D. Build report on Request table, Group by Variables for Computer
> Extra memory. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 170
A user with role catalog_admin can manage user criteria.

A. False
B. True

Answer: B

Explanation:
Because the role catalog_admin includes the role user_criteria_admin, users with role catalog_admin role can manage user criteria.

NEW QUESTION # 171
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