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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Metric definition and KPI setup
  • 2. Real-time reporting capabilities
  • 3. Dashboard creation
Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI classes and relationships
  • 2. Discovery integration
  • 3. CI data quality and reconciliation
Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Change Management15-20%- Change request lifecycle
  • 1. Change models and categories
  • 2. Risk assessment and CAB scheduling
  • 3. Approval workflows and routing
- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Change calendar configuration
  • 3. Conflict detection
Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA configuration in ServiceNow
  • 2. SLA reporting and dashboards
  • 3. SLA timers and pause conditions
Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. Lease and warranty management
  • 3. CI to asset relationship
Incident Management15-20%- Integration with other processes
  • 1. Change management connection
  • 2. Problem management linkage
  • 3. Knowledge base integration
- Incident creation and management
  • 1. SLA configuration and monitoring
  • 2. Assignment rules and escalation
  • 3. Incident states and workflow
ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Lists, forms, and UI policies
  • 2. Configuration and customization basics
  • 3. Application Navigator and search capabilities
Knowledge Management5-10%- Knowledge base structure
  • 1. Article types and workflows
  • 2. Integration with incidents and problems
  • 3. Search and publication
ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. ITSM license requirements
  • 3. Process activator features
- Service catalog and service offerings
  • 1. Variable sets and question blocks
  • 2. Workflow editor for catalog items
  • 3. Catalog configuration

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q197-Q202):

NEW QUESTION # 197
Which of the following roles is allowed to create a new CI class? (Choose two.)

Answer: C,D


NEW QUESTION # 198
An Apex trigger creates an Order__c record every time an Opportunity is won by a Sales Rep. Recently the trigger is creating two orders.
What is the optimal method for a developer to troubleshoot this?

Answer: C


NEW QUESTION # 199
Which of the following steps should be followed to configure Assignment group field in the incident table to allow selection from a certain set of groups? (Choose two.)

Answer: B,D


NEW QUESTION # 200
How to automatically show the user employee number when searching for a user in the caller field?

Answer: C


NEW QUESTION # 201
Which of the following statements is true regarding operations that can be performed by nobody?

Answer: D


NEW QUESTION # 202
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