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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q189-Q194):

NEW QUESTION # 189
Sometimes events on Salesforce need to be handled by an external system due to the scale or type of process being executed. Consider the use case of a user in Salesforce needing to get pricing for an order they are building in Salesforce while on the phone with a customer.
The pricing logic already exists in a third-party system. Instead of recreating this logic in Salesforce, it will be leveraged by making a request of the third-party system. The response, in this case the pricing, will be returned and stored back in Salesforce.
What is the optimal solution?

A. A Visualforce page that can make a real-time Apex callout to display and save the pricing back in Salesforce
B. A Process Builder process and Outbound Message to fetch the pricing upon save and store the pricing in Salesforce
C. An Apex trigger that upon saving the Order will make a real-time Apex callout, saving the pricing back in Salesforce
D. An ETL tool to process batches of newly saved Orders every few minutes to store the pricing back in Salesforce

Answer: C

NEW QUESTION # 190
ITSM provides IT services for 5 key business areas.
Which one of the following is NOT one of them?

A. Knowledge Management
B. IT
C. Security Operations
D. Business Applications

Answer: A

Explanation:
Explanation
ServiceNow provides IT services for 5 key business areas: IT, Security Operations, Customer Service, HR and building business applications.

NEW QUESTION # 191
What are two effective measures of performance for the Problem Management process?
Choose 2 answers

A. Problems older than 30 days by Priority and State
B. Number of Problem that have Breached SLAs
C. Average Problem Resolution Time
D. Percentage of Problem Resolution within SLA by Category

Answer: A,C

NEW QUESTION # 192
Which of the following statements are correct for Standard Changes and Standard Change Templates? Select all that apply.

A. Creation of a Standard Change Template requires approval
B. Standard Changes do not require approvals
C. Templates can be used only for Standard Changes
D. Standard Change Templates cannot include standard tasks

Answer: A,B

Explanation:

NEW QUESTION # 193
Change tasks can manually be added in the following states. (Choose three.)

A. Assess
B. Implement
C. Authorize
D. Canceled
E. Closed

Answer: A,B,C

NEW QUESTION # 194
......

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