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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q91-Q96):

NEW QUESTION # 91
How are the relationships between services and offerings that are built in Service Porfolio Management transferred to the Configuration Management Database (CMDB)?

Answer: B


NEW QUESTION # 92
A customer requires that any CIoud Infrastructure change involving a Critical CI to go through a Review state. They have duplicated the baseline CIoud infrastructure base model.
What additional configurations are necessary to fulfill this requirement?

Answer: B,E

Explanation:
D, E is the correct answer. The decisive ServiceNow behavior in this scenario is represented by D. Add the Review state to the model record; E. Add the Critical CI field to the Change Request form. 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. 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. Modify the default CIoud Infrastructure flow; B. Add Review State for critical CI ' s; C. Add the Critical CI field to the CI record form. 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 # 93
Which of the following fields is mandatory when the button "Request Approval" in normal change form is clicked?

Answer: D


NEW QUESTION # 94
According to ServiceNow, ChangeRequestStateModel_standard script include is meant to be modified by customers.

Answer: A

Explanation:
Explanation/Reference:


NEW QUESTION # 95
Catalog UI Policies CANNOT be included within variable sets.

Answer: A


NEW QUESTION # 96
......

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