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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA timers and pause conditions
  • 2. SLA configuration in ServiceNow
  • 3. SLA reporting and dashboards
Topic 2: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Problem categorization and prioritization
  • 3. Linking incidents to problems
Topic 3: Knowledge Management5-10%- Knowledge base structure
  • 1. Article types and workflows
  • 2. Search and publication
  • 3. Integration with incidents and problems
Topic 4: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. Discovery integration
  • 3. CI classes and relationships
Topic 5: ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. ITSM license requirements
  • 2. Baseline configuration
  • 3. Process activator features
- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Catalog configuration
  • 3. Variable sets and question blocks
Topic 6: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. Lease and warranty management
  • 3. CI to asset relationship
Topic 7: 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
Topic 8: Incident Management15-20%- Incident creation and management
  • 1. Incident states and workflow
  • 2. SLA configuration and monitoring
  • 3. Assignment rules and escalation
- Integration with other processes
  • 1. Knowledge base integration
  • 2. Change management connection
  • 3. Problem management linkage
Topic 9: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Real-time reporting capabilities
  • 3. Metric definition and KPI setup
Topic 10: Change Management15-20%- Change calendar and planning
  • 1. Conflict detection
  • 2. Implementation plan creation
  • 3. Change calendar configuration
- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Change models and categories
  • 3. Approval workflows and routing

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q162-Q167):

NEW QUESTION # 162
What will be the new state once you click on the "Start Fix" button in the problem form?

Answer: B

Explanation:
Explanation


NEW QUESTION # 163
Which change request fields are mandatory to transition from Review to Closed in the base platform configuration? (Choose 2 options)

Answer: A,D

Explanation:
In the ServiceNow Change Management base platform configuration, the transition from the Review state to the Closed state requires specific documentation of the outcome.
* Close code (B): This field is used to categorize the result of the change (e.g., Successful, Successful with Issues, or Unsuccessful).
* Close notes (C): This is a mandatory text field where the implementer provides a summary of the implementation and any post-implementation observations.
While " Closed by " and " Closed " (date/time) are important for auditing, they are typically system-populated automatically when the state changes to Closed and are not manual requirements for the user to fill out to trigger the state transition.


NEW QUESTION # 164
Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

Answer: A,D

Explanation:
D, E is the correct answer. The decisive ServiceNow behavior in this scenario is represented by D. Record Producer Form Designer; E. Default Variables Editor. Service Catalog and Request Management separate catalog design from request fulfillment. Catalog Items, Record Producers, Content Items, Order Guides, variables, user criteria, roles, Catalog Builder, flows, approvals, requested items, and catalog tasks each have a distinct purpose. Correct design keeps the user experience simple while reusing variables and fulfillment logic wherever possible. A Record Producer presents catalog-style questions but creates a record in a target table such as Incident. It is appropriate for inquiry or issue forms that must produce task-based records instead of a Request/Requested Item fulfillment hierarchy. The remaining choices are not the best fit. A. Form Designer; B. VEditor; C. Variable Designer. 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: Service Catalog and Request Management; baseline configuration; roles and access; lifecycle and automation behavior.


NEW QUESTION # 165
Which three password options are available for the administrator to set on content deliveries? (Choose three.)

Answer: A,B,C


NEW QUESTION # 166
It is possible to create two different sets of priority rules for incidents and problems.

Answer: B


NEW QUESTION # 167
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