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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionObjectives
Change Management- Change types and workflows
- Approval and risk management
Incident Management- Incident lifecycle and configuration
- SLAs, assignments, and escalation
ITSM Reporting and Performance- Metrics and KPI tracking
- Basic reporting and dashboards
Request Fulfillment and Service Catalog- Request lifecycle management
- Catalog items and workflows
Knowledge Management- Publishing and lifecycle processes
- Knowledge article creation and governance
CMDB and Service Mapping Concepts- Service dependencies overview
- CMDB structure and relationships
Problem Management- Known errors and workarounds
- Problem identification and root cause analysis
ITSM Foundation and Platform Concepts- ServiceNow platform architecture and navigation
- ITSM application overview

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q96-Q101):

NEW QUESTION # 96
It is recommended to refer to problem states using the values rather than the constants.

Answer: A

Explanation:
It is recommended to use the constants to maintain consistency.


NEW QUESTION # 97
It is possible to create incidents automatically based on alerts from Event Management.

Answer: A


NEW QUESTION # 98
A Visualforce page loads slowly due to the large amount of data it displays.
Which strategy can a developer use to improve the performance?

Answer: D


NEW QUESTION # 99
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

Answer: A

Explanation:
The correct selection is A because A. Change Assess Approval Subflow. 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. The Normal Change lifecycle invokes its Assess flow when a Normal-model Change Request enters the Assess state. Technical assessment logic can be encapsulated in the corresponding assessment subflow so the model remains modular and upgrade-safe. The remaining choices are not the best fit. B.
Change Approval Policy; C. Change Approval Subflow; D. Change Approval Matrix. 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 # 100
Database views must be used to report on Catalog Item Variables.

Answer: A


NEW QUESTION # 101
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