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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
Topic 1: Problem Management	- Known errors and workarounds - Problem identification and root cause analysis
Topic 2: CMDB and Service Mapping Concepts	- CMDB structure and relationships - Service dependencies overview
Topic 3: ITSM Reporting and Performance	- Basic reporting and dashboards - Metrics and KPI tracking
Topic 4: Request Fulfillment and Service Catalog	- Catalog items and workflows - Request lifecycle management
Topic 5: ITSM Foundation and Platform Concepts	- ServiceNow platform architecture and navigation - ITSM application overview
Topic 6: Incident Management	- Incident lifecycle and configuration - SLAs, assignments, and escalation
Topic 7: Change Management	- Approval and risk management - Change types and workflows
Topic 8: Knowledge Management	- Knowledge article creation and governance - Publishing and lifecycle processes

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q180-Q185):

NEW QUESTION # 180
If importing CI data for business services and servers on which they are deployed from excel, how many transform maps are needed to fully import data?

A. 0
B. 1
C. 2
D. 3

Answer: B

Explanation:
Explanation
*Transform map to populate business services in the Business Service [cmdb_ci_service] table *Transform map to populate servers in the Server [cmdb_ci_server] table *Transform map to populate the relationship between each business service and server

NEW QUESTION # 181
Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

A. Catalog Item
B. Order Guide
C. Knowledge Item
D. Content Item
E. Record Producer

Answer: D

NEW QUESTION # 182
In the baseline instance configuration for Incident Management, when Impact = 3 - Low and Urgency = 3 Low, the Priority will be set to 5 - Planning.
The customer requirement is to set the Priority to 4 - Low, given these Impact and Urgency settings Where should this be changed in the platform?

A. System Property
B. Priority Data Lookups Table
C. Client Script
D. Priority Calculation Business Rule

Answer: B

NEW QUESTION # 183
What is the minimum number of members in a group?

A. 0
B. 1
C. 2
D. 3

Answer: B

Explanation:
Explanation
A group can have zero or more members.

NEW QUESTION # 184
Universal Containers uses Big Objects to store almost a billion customer transactions called Customer_Transaction__b.
These are the fields on Customer_Transaction__b:
Account__c
Program__c
Points_Earned__c
Location__c
Transaction_Date_c
The following fields have been identified as Index Fields for the Customer_Transaction__b object:
Account__c, Program__c, and Transaction_Date__c.
Which SOQL query is valid on the Customer_Transaction__b Big Object?

A. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c LIKE 'Shop%' AND Transaction_Date__c=2019-05-31T00:00Z
B. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c EXCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
C. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__b WHERE Account__c = '001R000000302D3' AND Program__c INCLUDES ('Shoppers', 'Womens') AND Transaction_Date__c=2019-05-31T00:00Z
D. SELECT Account__c, Program__c, Transaction_Date__c FROM Customer_Transaction__bWHERE Account__c = '001R000000302D3' AND Program__c ='Shoppers' AND Transaction_Date__c=2019-05-31T00:00Z

Answer: D

NEW QUESTION # 185
......

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