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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q60-Q65):

NEW QUESTION # 60
On the 'Create New" change landing page in Service Operations Workspace, what class label is displayed for the Emergency change model?

A. Out-of-the-box
B. Default
C. Unauthorized
D. Break/fix

Answer: D

NEW QUESTION # 61
What paid application facilitates fast onsite IT support?

A. Walk-in Kiosk
B. Now Tech Lounge
C. Check-in Kiosk
D. Onsite Support Now
E. Walk-up Experience

Answer: E

Explanation:
The Walk-up Experience is a specific ServiceNow application designed to manage face-to-face IT support in a physical location (often referred to as a " Tech Lounge " or " Genius Bar " style setup). It allows users to join a virtual queue via a mobile device or a physical kiosk, view wait times, and receive notifications when a technician is ready. For the IT department, it provides structured tracking, reporting, and inventory integration for these high-touch, onsite interactions that were historically difficult to track within standard Incident management.

NEW QUESTION # 62
How do you make an article visible in the featured content section?

A. Select the Featured check box in the article.
B. Add a new record to the "Featured Content" table.
C. Add a new record to "Knowledge Base Featured" table.
D. Add the article to the featured content related list in a knowledge base.

Answer: D

Explanation:
Explanation/Reference:

NEW QUESTION # 63
Which of the following roles can update cart layout?

A. catalog_manager
B. catalog_admin
C. itil_admin
D. None of the listed answers

Answer: B

NEW QUESTION # 64
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. A sandbox should be created to use as a unified testing environment instead of deploying Change Sets directly to production.
C. The administrators are deploying their own Change Sets, thus deleting each other's fields from the objects in production.
D. The administrators are deploying their own Change Sets over each other, thus replacing entire Page Layouts and Workflows in Production.

Answer: A,D

Explanation:
Explanation/Reference:

NEW QUESTION # 65
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