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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Service Level Management	10-15%	- SLA definitions and metrics 1. SLA timers and pause conditions 2. SLA reporting and dashboards 3. SLA configuration in ServiceNow
ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Application Navigator and search capabilities 2. Configuration and customization basics 3. Lists, forms, and UI policies
Problem Management	10-15%	- Problem workflow and states 1. Problem categorization and prioritization 2. Known error database (KEB) 3. Linking incidents to problems
ITSM Framework and Setup	20-25%	- 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. Process activator features 2. Baseline configuration 3. ITSM license requirements
Knowledge Management	5-10%	- Knowledge base structure 1. Article types and workflows 2. Search and publication 3. Integration with incidents and problems
Incident Management	15-20%	- Incident creation and management 1. SLA configuration and monitoring 2. Incident states and workflow 3. Assignment rules and escalation - Integration with other processes 1. Knowledge base integration 2. Change management connection 3. Problem management linkage
Asset Management Integration	5-10%	- Hardware and software asset tracking 1. CI to asset relationship 2. Asset lifecycle management 3. Lease and warranty management
Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. Discovery integration 2. CI classes and relationships 3. CI data quality and reconciliation
Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Real-time reporting capabilities 2. Dashboard creation 3. Metric definition and KPI setup
Change Management	15-20%	- Change calendar and planning 1. Change calendar configuration 2. Conflict detection 3. Implementation plan creation - Change request lifecycle 1. Change models and categories 2. Risk assessment and CAB scheduling 3. Approval workflows and routing

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q119-Q124):

NEW QUESTION # 119
The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"

A. True
B. False

Answer: B

Explanation:
Explanation
This question is answered by the Roadmap Workshop. Requirements Workshops focus on aligning customer process with platform capabilities.

NEW QUESTION # 120
A large company uses Salesforce across several departments. Each department has its own Salesforce Administrator. It was agreed that each Administrator would have their own sandbox in which to test changes.
Recently, users notice that fields that were recently added for one department suddenly disappear without warning. Also, Workflows that once sent emails and created tasks no longer do so.
Which two statements are true regarding these issues and resolution? (Choose two.)

A. Page Layouts should never be deployed via Change Sets, as this causes Workflows and Field-level Security to be reset and fields to disappear.
B. The administrators are deploying their own Change Sets over each other, thus replacing entire Page Layouts and Workflows in Production.
C. The administrators are deploying their own Change Sets, thus deleting each other's fields from the objects in production.
D. A sandbox should be created to use as a unified testing environment instead of deploying Change Sets directly to production.

Answer: A,B

Explanation:
Explanation/Reference:

NEW QUESTION # 121
Which statement should be used to allow some of the records in a list of records to be inserted if others fail to be inserted?

A. Database.insert(records, true)
B. insert (records, false)
C. insert records
D. Database.insert(records, false)

Answer: D

NEW QUESTION # 122
Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What feature would you use, to satisfy this requirement?

A. Search as User
B. Show User Viewable
C. Internal/External Highlighting
D. User Only View

Answer: B

Explanation:
To satisfy the requirement of identifying which knowledge base articles are visible to the callers from the Incident form, the feature 'Show User Viewable' would be used. This feature allows agents to see which articles can be viewed by the user associated with the incident. It helps in distinguishing between articles that are meant for internal audiences (technical) and those written for end users with simpler instructions. When an agent is on the Incident form, they can use this feature to filter and display only the articles that the caller can view, ensuring that the agent is aware of the information available to the caller and can guide them accordingly.
References: The answer is verified based on the ServiceNow IT Service Management documentation and resources that discuss knowledge management features and best practices123.

NEW QUESTION # 123
Problem management provides what benefits for Incident management? Choose 2 answers

A. Problem Investigations automatically triggered for multiple user incidents
B. Solutions implemented reduce future incidents
C. Incident managers authorize problem investigations
D. Published workarounds help quickly resolve incidents

Answer: B,D

Explanation:
https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/concept
/c_ProblemManagementProcess.html

NEW QUESTION # 124
......

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