100%합격보장가능한CIS-ITSM합격보장가능덤프덤프공부

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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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최신 CIS-Service Management CIS-ITSM 무료샘플문제 (Q171-Q176):

질문 # 171
Once the change request's state changes to "Review", the user should fill the mandatory fields in the review form.

정답：A

설명：
Explanation
There's no review form. This can be implemented as custom functionality since post-implementation review varies from customer to another.


질문 # 172
Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)

정답：A,B,C,D


질문 # 173
What is the purpose of "Cascade Variables" checkbox in order guide?

정답：B


질문 # 174
Which type of record may be used to initiate the process to deploy a fix to an incident?

정답：A


질문 # 175
A customer requires incidents to automatically move to a CIosed state from Resolved after 7 days. How is this configured? Choose 2 answers

정답：A,C

설명：
ServiceNow ' s baseline implementation supports B. Configure the number of days Resolved incidents automatically close property; D. Enable the auto closure of Incidents based on Resolution date property, so the answer is B, D. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. 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. A. Configure the incident Lifecycle flow script action; C. Configure the incident lifecycle timeline property. 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: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.


질문 # 176
......

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