ServiceNow CIS-ITSM Questions: Fosters Your Exam Passing Skills [2026]

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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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

NEW QUESTION # 117
When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?

Answer: A


NEW QUESTION # 118
Which table does Problem table extend?

Answer: B


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

Answer: B

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
The marketing department at Universal Containers regularly changes the page layout requirements for its custom marketing objects. The VP of Marketing has asked the administrator for permission to configure only these objects.
What can the administrator do to meet this request?

Answer: B


NEW QUESTION # 121
Some Performance Analytics functionality for incident management is available in the baseline instance but Performance Analytics Premium license should be purchased.

Answer: B

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


NEW QUESTION # 122
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