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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q61-Q66):

NEW QUESTION # 61
One of the following is NOT a valid option in the "Content type" field in the Content item form.

Answer: B


NEW QUESTION # 62
Which service types can be managed through the scope of Service Portfolio Management?
Choose 2 answers

Answer: A,C

Explanation:
ServiceNow Service Portfolio Management primarily manages Business Services and Application Services. A Business Service refers to services that support business processes or provide value to the customer, while Application Services are services provided by software applications. These services are tracked and managed to ensure they align with organizational objectives. Mobile Service and Technical Service are more specialized or less commonly grouped within the Service Portfolio scope.
Refer to Service Portfolio Management for further understanding.


NEW QUESTION # 63
Requirements gathered in workshops should be validated against scope before adding them to the backlog.

Answer: B


NEW QUESTION # 64
Which of the following tables is used to store knowledge articles?

Answer: A


NEW QUESTION # 65
In Change Management, what does a Model State contain? (Choose two.)

Answer: A,C


NEW QUESTION # 66
......

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