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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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

NEW QUESTION # 85
True or False: Every Catalog Item uses the same workflow to manage approvals.

A. False
B. True

Answer: A

NEW QUESTION # 86
Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What feature would you use, to satisfy this requirement?

A. User Only View
B. Search as User
C. Show User Viewable
D. Internal/External Highlighting

Answer: C

Explanation:
To satisfy the requirement of identifying which knowledge base articles are visible to the callers from the Incident form, the feature 'Show User Viewable' would be used. This feature allows agents to see which articles can be viewed by the user associated with the incident. It helps in distinguishing between articles that are meant for internal audiences (technical) and those written for end users with simpler instructions. When an agent is on the Incident form, they can use this feature to filter and display only the articles that the caller can view, ensuring that the agent is aware of the information available to the caller and can guide them accordingly.
References: The answer is verified based on the ServiceNow IT Service Management documentation and resources that discuss knowledge management features and best practices123.

NEW QUESTION # 87
How can you remove demo data?

A. In the settings, you can check the "Remove demo data" check box.
B. You can request that through the HI portal.
C. You have to deactivate the ITSM Foundation plugin and activate it again without selecting the "demo data" check box.
D. You have to go through the tables and select all records and delete them.

Answer: B

Explanation:
You can use the HI portal to request removal of demo data. This option is available under Manage Instance module.

NEW QUESTION # 88
What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

A. Manage Risk Assessments
B. Manage Risk Conditions
C. Delete Change
D. Create and manage Approval Policies
E. Delete CAB Definition

Answer: A,B,C

Explanation:
The correct selection is A, C, D because A. Manage Risk Assessments; C. Manage Risk Conditions; D. Delete Change. 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. B. Delete CAB Definition; E. Create and manage Approval Policies. 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 # 89
Which of the following statements reflects when the Actual start and Actual end date fields are populated on a change request?
Actual start is set when the _____________.

A. State changes to Scheduled. Actual end is set when the State changes to Review.
B. State changes to Implement. Actual end is set when the State changes to Review.
C. First Implementation Change Task is updated. Actual end is set when the final Implementation Change Task is Closed.
D. State changes to Implement. Actual end is set when the State changes to Closed.

Answer: D

NEW QUESTION # 90
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