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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q171-Q176):

NEW QUESTION # 171
In a conference room reservation request form, the requester needs to identify the company location from the location table. What variable type is used to achieve this?

Answer: D

Explanation:
The correct selection is C because C. Reference. 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. A Reference variable is used when a catalog question must select a record from another table such as Location [cmn_location]. A text or choice variable would store a value but would not maintain a governed reference to the location record. The remaining choices are not the best fit. A. Single Line Text; B.
Select Box; D. Multiple Choice. 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 # 172
Which of the following roles can delete a CAB definition?

Answer: A

Explanation:
Explanation
Only system admin can delete CAB Definitions.


NEW QUESTION # 173
In the baseline platform configuration, the Post News Related Link on a Problem Record will generate Knowledge Article that includes information mapped from the Problem Record. What will be the Workflow state of the new Article?

Answer: A


NEW QUESTION # 174
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.

Answer: B

Explanation:
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.


NEW QUESTION # 175
Which two statements are true regarding Salesforce Customer Community members? (Choose two.)

Answer: A,C


NEW QUESTION # 176
......

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