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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Incident Management	30%	- Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules
Integrations & Advanced Features	10%	- Service Operations Workspace configuration - Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting
Request Fulfillment & Service Catalog	15%	- Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows
Configuration Management Database (CMDB)	5%	- CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes
Change Management	20%	- Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation
Problem Management	20%	- Root cause analysis and documentation - Problem resolution and closure processes - Known error and workaround management - Problem lifecycle, identification, and investigation

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q149-Q154):

NEW QUESTION # 149
How is granular read and write access for a specific change model defined?

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

Answer: B

NEW QUESTION # 150
Which of the following statements is true when an incident has several child incidents?

A. No updates are synchronized between parent and child incidents.
B. All updates to child incidents are reflected in the parent incident.
C. Updates to State, Comments, Work Notes, and Resolution Code are reflected in child incidents.
D. All updates to parent incident are reflected in child incidents.

Answer: C

NEW QUESTION # 151
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

A. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
B. On the Catalog Item, Columns tab, unselect Quantity column
C. On the Cart Layout, Columns tab, unselect Quantity column
D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Answer: A

Explanation:
Answer C aligns with the baseline ServiceNow implementation: C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity. 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. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit. A. On the Cart Layout, Columns tab, unselect Quantity column; B. On the Catalog Item, Columns tab, unselect Quantity column; D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity. 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 # 152
Which of the following is a potential benefit of implementing incident management?

A. Reduction in the number of incidents caused by changes
B. Reduction in the time to fulfill requests
C. Reduction in the time services are unavailable
D. Reduction in the number of duplicate configuration items

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 153
Which of the following statements is true regarding the way the "Actual Start Date" is set in the change request form?

A. When the state changes to New, the field is populated automatically.
B. When the state changes to Implement, the field is populated automatically.
C. When the state changes to Assess, the field is populated automatically.
D. This is a required field and the user must set the field manually.

Answer: B

Explanation:
Explanation
The "Change Request State Model" script include is used to automatically populated the Actual Start Date field when the state changes to Implement.

NEW QUESTION # 154
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