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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup
Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA timers and pause conditions
  • 2. SLA configuration in ServiceNow
  • 3. SLA reporting and dashboards
ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Configuration and customization basics
  • 2. Application Navigator and search capabilities
  • 3. Lists, forms, and UI policies
Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. Asset lifecycle management
  • 3. CI to asset relationship
Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Change Management15-20%- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Conflict detection
  • 3. Change calendar configuration
- Change request lifecycle
  • 1. Change models and categories
  • 2. Approval workflows and routing
  • 3. Risk assessment and CAB scheduling
Incident Management15-20%- Integration with other processes
  • 1. Change management connection
  • 2. Knowledge base integration
  • 3. Problem management linkage
- Incident creation and management
  • 1. Assignment rules and escalation
  • 2. Incident states and workflow
  • 3. SLA configuration and monitoring
ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Catalog configuration
  • 3. Variable sets and question blocks
- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. ITSM license requirements
  • 3. Process activator features
Problem Management10-15%- Problem workflow and states
  • 1. Linking incidents to problems
  • 2. Known error database (KEB)
  • 3. Problem categorization and prioritization
Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. CI classes and relationships
  • 3. Discovery integration

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q132-Q137):

NEW QUESTION # 132
The requested item table is extended directly from the task table

Answer: A


NEW QUESTION # 133
Which of the following roles can update change type?

Answer: C

Explanation:
Once a change is created, it is not possible to change the change type.


NEW QUESTION # 134
In Change Management, what does a Model State contain? (Choose two.)

Answer: A,D


NEW QUESTION # 135
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

Answer: A


NEW QUESTION # 136
Which field on the Incident table is used to track the number of times an incident has been moved from one support group to another?

Answer: C

Explanation:
In ServiceNow ITSM, the Reassignment count field (found on the incident table) is an integer field that automatically increments every time the Assignment group is changed. This field is specifically designed to measure "bounce" or "ping-pong" effects between different support tiers or departments. By filtering for records where Reassignment count > 1, a manager can easily identify Incidents that were routed to multiple groups before reaching a resolution, which is a key metric for measuring First Call Resolution (FCR) and routing efficiency.


NEW QUESTION # 137
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