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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q193-Q198):

NEW QUESTION # 193
Which of these can be defined using step based fulfillment in Catalog Builder? Choose 2 answers

A. Subflow triggers
B. Notifications
C. Approvals
D. Tasks
E. Payment processing

Answer: C,D

Explanation:
The correct selection is A, D because A. Approvals; D. Tasks. 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. Step-based fulfillment in Catalog Builder lets an author define the fulfillment sequence without building a custom flow from scratch. Core steps include approvals and fulfillment tasks; these represent the governance decision and the work required to deliver the item. The remaining choices are not the best fit. B. Subflow triggers; C. Notifications; E. Payment processing. 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 # 194
In Change Management, manually added Change Tasks allow the Change owner to maintain accountability for a Change Request while assigning the individual implementation steps to other groups or individuals.

A. True
B. False

Answer: B

NEW QUESTION # 195
Which table can be used to build a report to see which knowledge articles are no longer viewed by users?

A. kb_feedback
B. kb_knowledge
C. kb_use
D. kb_article_statistics

Answer: C

Explanation:
Explanation
kb_use table stores a record every time an article is viewed. It is useful to build reports to see which articles are no longer viewed.

NEW QUESTION # 196
A Requested Item may be associated with one or more Requests.

A. True
B. False

Answer: A

NEW QUESTION # 197
Under which circumstances can a user with the itil role create a Problem record from an Incident record?

A. When there is not already an existing Problem associated with the Incident
B. When the Incident is not Closed
C. An itil user can create a Problem record from an Incident at any time
D. When the Incident is not Closed and when there is not already an existing Problem associated with the Incident

Answer: D

NEW QUESTION # 198
......

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