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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Objectives
Topic 1: Change Management	- Change types and workflows - Approval and risk management
Topic 2: ITSM Reporting and Performance	- Metrics and KPI tracking - Basic reporting and dashboards
Topic 3: Request Fulfillment and Service Catalog	- Catalog items and workflows - Request lifecycle management
Topic 4: Incident Management	- Incident lifecycle and configuration - SLAs, assignments, and escalation
Topic 5: Knowledge Management	- Knowledge article creation and governance - Publishing and lifecycle processes
Topic 6: Problem Management	- Problem identification and root cause analysis - Known errors and workarounds
Topic 7: CMDB and Service Mapping Concepts	- Service dependencies overview - CMDB structure and relationships
Topic 8: 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 (Q155-Q160):

NEW QUESTION # 155
How is granular read and write access for a specific change model defined?

A. Configuring ACL's on the Create New landing page
B. Configuring ACL's on the chge_model table
C. Setting Advanced Security to true and applying user criteria
D. Change properties

Answer: C

NEW QUESTION # 156
Which of the following roles can close a problem? (Choose three.)

A. problem_task_analyst
B. problem_coordinator
C. problem_manager
D. itil
E. problem_administrator

Answer: B,C,E

Explanation:
Itil users cannot close problems.

NEW QUESTION # 157
Which is the process responsible for delivering items that have been ordered from a Service Catalog?

A. Catalog Item Design
B. Catalog Fulfillment
C. Catalog Workflows
D. Service Catalog Management
E. Request Management

Answer: E

Explanation:
Detailed Explanation:
Request Management is the process responsible for delivering items ordered from the Service Catalog. When a user submits a request, the Request Management process ensures that the items are delivered following the appropriate workflow, approval processes, and fulfillment steps.
For more information, see Request Management.

NEW QUESTION # 158
Which module is used to view a list of Knowledge Bases?

A. Knowledge > Administration > Knowledge Bases
B. Knowledge Base > Administration > All
C. Knowledge Base > All
D. Knowledge > Knowledge Bases > All

Answer: A

NEW QUESTION # 159
How to allow automatic closure of incident tasks once incident is closed?

A. Set property com.snc.incident.incident_task.closure to auto
B. Set property com.snc.incident.incident_task.closure to true
C. Set property com.snc.incident.autoclose.based on.resolved_at to Yes
D. Set property com.snc.incident.autoclose.basedon.resolved_at to zero

Answer: B

NEW QUESTION # 160
......

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