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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. CI to asset relationship
  • 2. Asset lifecycle management
  • 3. Lease and warranty management
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: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Real-time reporting capabilities
  • 3. Metric definition and KPI setup
Topic 4: Knowledge Management5-10%- Knowledge base structure
  • 1. Search and publication
  • 2. Integration with incidents and problems
  • 3. Article types and workflows
Topic 5: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Configuration and customization basics
  • 2. Lists, forms, and UI policies
  • 3. Application Navigator and search capabilities
Topic 6: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. CI classes and relationships
  • 3. Discovery integration
Topic 7: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow
Topic 8: ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. ITSM license requirements
  • 2. Baseline configuration
  • 3. Process activator features
- Service catalog and service offerings
  • 1. Catalog configuration
  • 2. Variable sets and question blocks
  • 3. Workflow editor for catalog items
Topic 9: Change Management15-20%- Change request lifecycle
  • 1. Approval workflows and routing
  • 2. Risk assessment and CAB scheduling
  • 3. Change models and categories
- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Implementation plan creation
  • 3. Conflict detection
Topic 10: 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. Knowledge base integration
  • 2. Change management connection
  • 3. Problem management linkage

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q40-Q45):

NEW QUESTION # 40
Even though there are business rules to keep State and Incident State in sync, it is recommended to use Incident State.

Answer: B

Explanation:
It is recommended to use State field.


NEW QUESTION # 41
Database views are SQL Joins between tables to facilitate reporting.

Answer: A


NEW QUESTION # 42
Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario?

Answer: D


NEW QUESTION # 43
Which mechanism is used to set the number of days (integer) after which Resolved Incidents are automatically closed?

Answer: B

Explanation:
Explanation
glide.ui.autoclose.time


NEW QUESTION # 44
What function can a user with only the ITIL role perform in the Major Incident process?

Answer: B

Explanation:
The Major Incident Management (MIM) workflow has specific role restrictions to ensure high-visibility issues are handled by authorized personnel.
* Proposing a Major Incident (C) is a function available to any user with the itil role. This allows technical staff to flag a critical issue they believe meets Major Incident criteria.
* Promoting (D) a candidate to a full Major Incident or Resolving (B) one requires the major_incident_manager role.
* Publishing updates (A) typically requires the communications_manager or major_incident_manager role.
Therefore, the ITIL user acts as the " eyes on the ground " who identifies and proposes potential major incidents for review.


NEW QUESTION # 45
......

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