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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q134-Q139):

NEW QUESTION # 134
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the Incident.

Answer: B

Explanation:
Explanation
Closed incidents are read-only for non-administrators.
Incidents can only be reopened by users with the admin role.
Users with the itil role cannot reopen closed incidents.
ESS users have a Reopen Incident button on resolved Incidents


NEW QUESTION # 135
What can you do to show the "No cart" option in catalog item form?

Answer: A


NEW QUESTION # 136
Which of the following can leverage user criteria for controling access?
Choose 2 answers

Answer: A,D


NEW QUESTION # 137
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: B

Explanation:
The correct selection is C because C. Content Item. 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 Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit. A. Knowledge Item; B. Record Producer; D. Order Guide. 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 # 138
Which one of the following workshops identifies the technical requirements for implementation?

Answer: B


NEW QUESTION # 139
......

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