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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionObjectives
Topic 1: Incident Management- Incident lifecycle and configuration
- SLAs, assignments, and escalation
Topic 2: Change Management- Approval and risk management
- Change types and workflows
Topic 3: Request Fulfillment and Service Catalog- Request lifecycle management
- Catalog items and workflows
Topic 4: ITSM Reporting and Performance- Basic reporting and dashboards
- Metrics and KPI tracking
Topic 5: CMDB and Service Mapping Concepts- Service dependencies overview
- CMDB structure and relationships
Topic 6: Knowledge Management- Knowledge article creation and governance
- Publishing and lifecycle processes
Topic 7: ITSM Foundation and Platform Concepts- ITSM application overview
- ServiceNow platform architecture and navigation
Topic 8: Problem Management- Problem identification and root cause analysis
- Known errors and workarounds

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q86-Q91):

NEW QUESTION # 86
A Request Management process is being designed. To prevent bottlenecks when a designated approver is unavailable (e.g., on vacation), which two ServiceNow features should be utilized? (Choose two.)

Answer: C,D

Explanation:
To ensure business continuity in Request Fulfillment, ServiceNow provides two primary architectural solutions:
* Group Approvals (B): Instead of assigning an approval to a single individual, the approval task is sent to a group (e.g., "Finance Directors"). Any member of that group can approve the request, ensuring that the absence of one person does not stall the workflow.
* Delegation (C): ServiceNow includes a native Delegate feature (located in the User Profile). A user can designate another user to receive their approvals, notifications, and meeting invitations for a specific period. When a user is delegated, the system automatically routes the approval to the delegate, preventing delays during planned or unplanned absences.


NEW QUESTION # 87
Which role is required to delete an incident?

Answer: D


NEW QUESTION # 88
Which of the following is NOT a valid On Hold reason?

Answer: B


NEW QUESTION # 89
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
1. Construction request
2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?

Answer: A


NEW QUESTION # 90
How do you make an article visible in the featured content section?

Answer: A

Explanation:
Explanation/Reference:


NEW QUESTION # 91
......

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