CIS-ITSM Übungsmaterialien & CIS-ITSM Lernführung: Certified Implementation Specialist - IT Service Management & CIS-ITSM Lernguide

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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships
Request Fulfillment & Service Catalog	15%	- Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows
Incident Management	30%	- Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states
Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management
Problem Management	20%	- Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Known error and workaround management - Problem resolution and closure processes
Change Management	20%	- Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change success measurement and reporting

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ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM Prüfungsfragen mit Lösungen (Q125-Q130):

125. Frage
Your customer wants incidents to close automatically 7 days after the incident is resolved. How do you meet this requirement? (Choose two.)

A. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes
B. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
C. Modify the Incident Lifecycle flow to expire after 7 days
D. Update the incident_close UI action script

Antwort: A,C

Begründung:
C, D is the correct answer. The decisive ServiceNow behavior in this scenario is represented by C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution date to Yes; D.
Modify the Incident Lifecycle flow to expire after 7 days. 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. Incident auto-closure should be driven by the Incident Management auto-close configuration rather than custom UI-action code. The implementation must both enable closure based on the Resolution date and define the closure interval so the record moves from Resolved to Closed after the intended number of days.
The remaining choices are not the best fit. A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date; B. Update the incident_close UI action script. 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.

126. Frage
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

A. Count of Completed Changes per Month, by Category
B. Count of Completed Changes per Month, by Change Type
C. % Successful Changes
D. % Unauthorized Changes

Antwort: C,D

127. Frage
Change Tasks generated by the Change Request - Normal Change tasks
workflow should include:

A. Automated tasks to be completed by the System Scheduler
B. Standard, administrative tasks common to all Normal Changes
C. All implementation tasks for a specific Change
D. Approval and scheduling tasks for Normal Changes

Antwort: B

Begründung:
Explanation
Change tasks may be created manually or may be created automatically when Changes enter the Implement phase and the workflow triggers a Change Request - <type> change tasks sub-workflow.
Change tasks that re late to t he specific Change being implemented should be created manually prior to entering the Assess or Authorize States, so the specific Change Tasks involved may be incorporated into the review process.
Automatically-generated tasks may include standard, administrative tasks common to all Changes of a specific type. Automatically generated tasks per Change type include:
Emergency
* Implement
* Post implementation test ing
Normal
* Implement
* Post implementation testing
Standard
* Implement
* Post implementation testing

128. Frage
In record producers, you can map a variable to encrypted fields.

A. True
B. False

Antwort: A

129. Frage
Change management uses the workflow engine by default to _____________. (Choose three.)

A. Manage SLAs
B. Close related tasks
C. Generate change tasks
D. Send notifications
E. Manage approvals

Antwort: A,C,E

130. Frage
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