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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which table is used to store catalog items?

Answer: A


NEW QUESTION # 104
How to add restriction on moving incidents from one state to another?

Answer: D


NEW QUESTION # 105
Which of the following is NOT a valid state for problem tasks?

Answer: B


NEW QUESTION # 106
Which of the following are defined for a given change model?
Choose 3 answers

Answer: A,B,E

Explanation:
A, B, C is the correct answer. The decisive ServiceNow behavior in this scenario is represented by A. State transition conditions; B. State model; C. State transitions. 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. Model State Transition Conditions are the supported control point for prerequisites between change states. They allow a requirement to be enforced at the transition boundary instead of modifying baseline script includes or hard-coding process logic. The remaining choices are not the best fit. D. Phase model; E. Phase transitions. 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 # 107
Where do you enable the Search as feature for an incident?

Answer: D

Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search
/task/t_DefineContextualSearchForForm.html


NEW QUESTION # 108
......

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