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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q87-Q92):

NEW QUESTION # 87
How to make the problem state move to "Resolved" instead of "Closed" when the "Accept Risk" button is clicked.

Answer: D


NEW QUESTION # 88
Select the ServiceNow functionality that may be used in the Assess phase of Change Management to evaluate the potential impact of a Change.

Answer: C


NEW QUESTION # 89
There are two integration points available in ServiceNow ITSM: Platform Web Services and Event Management.

Answer: B


NEW QUESTION # 90
What types of Conflicts are detected automatically on the Change request?
Choose 3 answers

Answer: B,D,E

Explanation:
The implementation requirement maps directly to B. Conflict with Blackout Schedule; D. Conflict with Maintenance Window; E. Another change for the same CI, at the same time; therefore B, D, E is correct.
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. Change conflict detection evaluates the scheduled interval and CI context against blackout schedules, maintenance windows, and overlapping changes affecting the same CI.
These controls protect implementation windows; employee shift schedules and generic company holidays are not the baseline conflict types represented here. The remaining choices are not the best fit. A. Conflict with Company Holiday Schedule; C. Conflict with Assignee Shift Schedule. 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 # 91
From which table, is the Incident table extended?

Answer: D

Explanation:
Change Request [change_request]
Problem [problem]
Incident [incident]
Request [sc_request]
Request Item [sc_req_item]
Service Catalog Task [sc_task]
all extended from task


NEW QUESTION # 92
......

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