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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Integrations & Advanced Features	10%	- Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications - Service Portfolio Management
Topic 2: Problem Management	20%	- Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation
Topic 3: Incident Management	30%	- Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules
Topic 4: Change Management	20%	- Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting
Topic 5: Request Fulfillment & Service Catalog	15%	- Service level agreements for requests - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes
Topic 6: Configuration Management Database (CMDB)	5%	- CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q44-Q49):

NEW QUESTION # 44
Users who approve changes require ServiceNow license unless they do the approval through email.

A. False
B. True

Answer: A

Explanation:
Explanation
License is needed for approval even if the approval is done via email.

NEW QUESTION # 45
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

A. Make a show/hide UI action to show only the desired CIs to the itil users
B. Create an Access control to hide the unnecessary CIs from the itil users
C. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
D. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Answer: D

NEW QUESTION # 46
An environment has two Apex Triggers: an after-update trigger on Account and an after-update trigger on Contact. The Account after-update trigger fires whenever an Account's address is updated, and it updates every associated Contact with that address. The Contact after-update trigger fires on every edit, and it updates every Campaign Member record related to the Contact with the Contact's state.
Consider the following: A mass update of 200 Account records' addresses, where each Account has 50 Contacts. Each Contact has 1 Campaign Member. This means there are 10,000 Contact records across the Accounts and 10,000 Campaign Member records across the contacts.
What will happen when the mass update occurs?

A. There will be no error, since each trigger fires within its own context and each trigger does not exceed the limit of the number of records processed by DML statements.
B. There will be no error, since the limit on the number of records processed by DML statements is 50,000.
C. The mass update will fail, since the two triggers fire in the same context, thus exceeding the number of records processed by DML statements.
D. The mass update of Account address will succeed, but the Contact address updates will fail due to exceeding number of records processed by DML statements.

Answer: A

NEW QUESTION # 47
Which two fields are used to calculate priority on an Incident?

A. Severity and Urgency
B. VIP and Impact
C. Business Criticality and Urgency
D. Impact and Urgency

Answer: D

Explanation:

NEW QUESTION # 48
Which of the following users has the permission to close an incident? (Choose two.)

A. Incident Manager
B. None of the listed answers
C. Itil Admin
D. Incident caller
E. Itil User

Answer: C,D

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 # 49
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