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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization
Integrations & Advanced Features	10%	- Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration
Change Management	20%	- Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation
Problem Management	20%	- Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management
Incident Management	30%	- Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules
Request Fulfillment & Service Catalog	15%	- Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q85-Q90):

NEW QUESTION # 85
How to modify the attributes copied from a problem into a change when creating a change from a problem?

A. Modify the "com.snc.change.copy_from_from.attributes" property in Change properties
B. Modify the "com.snc.problem.create_change.attributes" property in Problem properties
C. Modify the UI Action script that is used to create change
D. Modify the "com.snc.change.create_from_problem.attributes" property in Change properties

Answer: C

NEW QUESTION # 86
Which of the following represents how Knowledge Management Article publishing is managed?

A. Publish and Retire workflows are set in the Knowledge Management System Properties
B. Each Knowledge Article follows its own Publish and Retire workflow
C. Each Knowledge Base follows its own Publish and Retire workflow
D. Any article submitted is automatically published

Answer: B

Explanation:
Explanation
Each Knowledge Base can have its own Publish Workflow and Retire Workflow. Each Knowledge Article kicks off an instance of the Publish and Retire workflow defined in the Knowledge Base.

NEW QUESTION # 87
Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between the Applicant and Position objects.
How does this action meet the requirement?

A. The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.
B. A lookup relationship on the Applicant object with Position as the master provides roll-up summary fields without code.
C. The junction object allows the administrator to add a workflow rule to update fields on the Position and Applicant objects.
D. The Job Application object as a master to Position and Applicant objects will allow roll-up summary fields on the Position and Applicant objects.

Answer: A

NEW QUESTION # 88
What is KCS (Knowledge Centered Services)?

A. An application that helps agents and managers to create cases from Knowledge articles
B. A dashboard with specific visualization of the different knowledge bases and categories
C. A documented methodology to provide a set of best practices for creating and maintaining knowledge
D. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

Answer: C

Explanation:
ServiceNow ' s baseline implementation supports B. A documented methodology to provide a set of best practices for creating and maintaining knowledge, so the answer is B. Knowledge Management provides governed creation, publication, search, feedback, audience controls, and reuse of articles. KCS principles emphasize creating and improving knowledge as part of support work, while ServiceNow user criteria and contextual-search capabilities determine what agents and requesters can discover and consume. 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. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management; C. A dashboard with specific visualization of the different knowledge bases and categories; D. An application that helps agents and managers to create cases from Knowledge articles. 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: Knowledge Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 89
After publishing an item via Catalog Builder, the associated update set is set to which state?

A. Published
B. In progress
C. New
D. Complete

Answer: D

Explanation:
B is the correct answer. The decisive ServiceNow behavior in this scenario is represented by B. Complete.
Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. 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. New; C. In progress; D. Published. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 90
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