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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q76-Q81):

NEW QUESTION # 76
Catalog UI Policies may be applied to _____________. (Choose two.)

A. Service Catalogs
B. Variable Sets
C. Catalog Categories
D. Catalog Items

Answer: B,D

NEW QUESTION # 77
Which of the following roles can delete cart layout?

A. catalog_editor
B. None of the listed answers
C. catalog_manager
D. catalog_admin

Answer: B

Explanation:
Explanation
Nobody can delete cart layout.

NEW QUESTION # 78
The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.

A. True
B. False

Answer: B

Explanation:
Explanation
CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.

NEW QUESTION # 79
A Problem can be created from an Incident.

A. False
B. True

Answer: B

NEW QUESTION # 80
What is the trigger for the Change - Normal - Assess Flow?

A. A Change request using the Normal Change model is created
B. A Change request using die Normal Change model is Low Risk and is moved to the Assess state
C. A Change request using the Normal Change model is Assigned to a group
D. A Change request using the Normal Change model is moved to the Assess state

Answer: D

NEW QUESTION # 81
......

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