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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Knowledge Management5-10%- Knowledge base structure
  • 1. Article types and workflows
  • 2. Search and publication
  • 3. Integration with incidents and problems
Topic 2: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Topic 3: 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 4: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI classes and relationships
  • 2. Discovery integration
  • 3. CI data quality and reconciliation
Topic 5: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. Lease and warranty management
  • 3. CI to asset relationship
Topic 6: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup
Topic 7: 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. ITSM license requirements
  • 3. Baseline configuration
Topic 8: Incident Management15-20%- Incident creation and management
  • 1. Assignment rules and escalation
  • 2. Incident states and workflow
  • 3. SLA configuration and monitoring
- Integration with other processes
  • 1. Change management connection
  • 2. Knowledge base integration
  • 3. Problem management linkage
Topic 9: Change Management15-20%- Change calendar and planning
  • 1. Conflict detection
  • 2. Change calendar configuration
  • 3. Implementation plan creation
- Change request lifecycle
  • 1. Change models and categories
  • 2. Risk assessment and CAB scheduling
  • 3. Approval workflows and routing
Topic 10: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q146-Q151):

NEW QUESTION # 146
What is the minimum role required for a user to create an Emergency Change?

Answer: B


NEW QUESTION # 147

Consider the Apex controller above, that is called from a Lightning Aura Component.
What is wrong with it?

Answer: B


NEW QUESTION # 148
A large company uses Salesforce across several departments. Each department has its own Salesforce Administrator. It was agreed that each Administrator would have their own sandbox in which to test changes.
Recently, users notice that fields that were recently added for one department suddenly disappear without warning. Also, Workflows that once sent emails and created tasks no longer do so.
Which two statements are true regarding these issues and resolution? (Choose two.)

Answer: A,D


NEW QUESTION # 149
Leads come to Universal Containers from various sources and need to be assigned to the correct sales team.
When a lead comes from the APAC region, it can be passed to an external partner if the Sales Director approves the transfer. The partner's channel manager must be notified when the partner has been assigned the lead.
Which combination of automation tools is needed to meet minimally these requirements?

Answer: D


NEW QUESTION # 150
A Knowledge Article can be associated with multiple Knowledge Bases.

Answer: A

Explanation:
A knowledge article can be associated with only one knowledge base.


NEW QUESTION # 151
......

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