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ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Incident Management15-20%- Incident creation and management
  • 1. Incident states and workflow
  • 2. Assignment rules and escalation
  • 3. SLA configuration and monitoring
- Integration with other processes
  • 1. Problem management linkage
  • 2. Change management connection
  • 3. Knowledge base integration
Topic 2: ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Workflow editor for catalog items
  • 2. Variable sets and question blocks
  • 3. Catalog configuration
- ITSM Pro functionality and capabilities
  • 1. Baseline configuration
  • 2. Process activator features
  • 3. ITSM license requirements
Topic 3: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Topic 4: 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 5: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI classes and relationships
  • 2. CI data quality and reconciliation
  • 3. Discovery integration
Topic 6: Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Linking incidents to problems
  • 3. Problem categorization and prioritization
Topic 7: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. CI to asset relationship
  • 2. Lease and warranty management
  • 3. Asset lifecycle management
Topic 8: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup
Topic 9: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Application Navigator and search capabilities
  • 2. Lists, forms, and UI policies
  • 3. Configuration and customization basics
Topic 10: Change Management15-20%- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Implementation plan creation
  • 3. Conflict detection
- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Approval workflows and routing
  • 3. Change models and categories

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q161-Q166):

NEW QUESTION # 161
Which one of the following variable types in NOT supported in mobile?

Answer: A


NEW QUESTION # 162
Your company sells bicycles. They want to build a service catalog for current and prospective customers, so they can browse for bicycles and accessories, and make purchases.
What interface is suitable for these external users?

Answer: A


NEW QUESTION # 163
Which table does the "Knowledge Base" table extend from?

Answer: D

Explanation:
Knowledge Base table doesn't extend from any other table.


NEW QUESTION # 164
Which type of catalog item may be found in a Service Catalog?

Answer: A

Explanation:
ServiceNow ' s baseline implementation supports B. Record Producers, so the answer is B. 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. Categories; C. Execution Plans; D. Requested Items. 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 of the following users has the permission to close an incident? (Choose two.)

Answer: A,C

Explanation:
Users with itil roles or incident manager don't have permission to close incidents. Incidents can be closed by the user who opened them or by the itil admin.


NEW QUESTION # 166
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