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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionObjectives
Change Management- Change types and workflows
- Approval and risk management
Knowledge Management- Knowledge article creation and governance
- Publishing and lifecycle processes
ITSM Reporting and Performance- Metrics and KPI tracking
- Basic reporting and dashboards
Incident Management- SLAs, assignments, and escalation
- Incident lifecycle and configuration
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 Foundation and Platform Concepts- ITSM application overview
- ServiceNow platform architecture and navigation
CMDB and Service Mapping Concepts- Service dependencies overview
- CMDB structure and relationships

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q170-Q175):

NEW QUESTION # 170
Which of the following roles is allowed to create a new CI class? (Choose two.)

Answer: B,C


NEW QUESTION # 171
Configuration items can be created via the change management process.

Answer: B

Explanation:
Explanation
Creating CI can be done in any of the following ways:
1. Manual creation via the Configuration application modules
2. Via service catalog fulfillment processes
3. Import from external source
4. Integration with 3rd party systems
5. Automated discovery tool(s)
6. Creation triggered from asset management
7. Via change management process


NEW QUESTION # 172
The purpose of "CAB Required" checkbox in the change request form is to determine whether the workflow will send approval task to the CAB group.

Answer: B

Explanation:
CAB Required does not drive logic. Instead, the determination as to whether the CAB review is required is based on conditions set for each CAB definition.


NEW QUESTION # 173
Your customer wants to give secure access to business users to view problem records and reports for the products they support. When you install the ITSM roles plugin, what additional problem role is installed to support this requirement?

Answer: B


NEW QUESTION # 174
What are key relationships between Change and Problem records?
Choose 2 answers

Answer: C,D


NEW QUESTION # 175
......

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