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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Change Management	15-20%	- Change request lifecycle 1. Approval workflows and routing 2. Risk assessment and CAB scheduling 3. Change models and categories - Change calendar and planning 1. Implementation plan creation 2. Change calendar configuration 3. Conflict detection
Topic 2: Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. CI data quality and reconciliation 2. Discovery integration 3. CI classes and relationships
Topic 3: Problem Management	10-15%	- Problem workflow and states 1. Linking incidents to problems 2. Known error database (KEB) 3. Problem categorization and prioritization
Topic 4: Asset Management Integration	5-10%	- Hardware and software asset tracking 1. CI to asset relationship 2. Lease and warranty management 3. Asset lifecycle management
Topic 5: Knowledge Management	5-10%	- Knowledge base structure 1. Search and publication 2. Article types and workflows 3. Integration with incidents and problems
Topic 6: ITSM Framework and Setup	20-25%	- ITSM Pro functionality and capabilities 1. Baseline configuration 2. ITSM license requirements 3. Process activator features - Service catalog and service offerings 1. Variable sets and question blocks 2. Catalog configuration 3. Workflow editor for catalog items
Topic 7: Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Dashboard creation 2. Real-time reporting capabilities 3. Metric definition and KPI setup
Topic 8: Incident Management	15-20%	- Integration with other processes 1. Knowledge base integration 2. Change management connection 3. Problem management linkage - Incident creation and management 1. Incident states and workflow 2. SLA configuration and monitoring 3. Assignment rules and escalation
Topic 9: Service Level Management	10-15%	- SLA definitions and metrics 1. SLA timers and pause conditions 2. SLA configuration in ServiceNow 3. SLA reporting and dashboards
Topic 10: ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Application Navigator and search capabilities 2. Configuration and customization basics 3. Lists, forms, and UI policies

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ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM Prüfungsfragen mit Lösungen (Q124-Q129):

124. Frage
True or False: Every Catalog Item uses the same workflow to manage approvals.

A. True
B. False

Antwort: B

125. Frage
A tester has submitted a bug report because at no point in the Problem lifecycle does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?

A. The customer did not pay the bill for Knowledge management
B. Tester is not impersonating Problem Coordinator
C. The sn_known_error_write role is required to see the Create Known Error article link
D. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
E. The requirement was not m the stories

Antwort: D

Begründung:
ServiceNow ' s baseline implementation supports A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated, so the answer is A. Problem Management focuses on identifying and controlling the underlying causes of incidents. ServiceNow separates investigation, root-cause analysis, workaround communication, fix implementation, post-fix review, Known Error knowledge, Problem Tasks, and risk acceptance so that permanent remediation is governed independently from the short-term restoration objective of Incident Management. Known Error integration depends on the Problem Management best-practice knowledge integration capability. When the required integration is absent, the specialized Known Error knowledge base and related creation action are not available in the expected Problem lifecycle.
The remaining choices are not the best fit. B. Tester is not impersonating Problem Coordinator; C. The customer did not pay the bill for Knowledge management; D. The sn_known_error_write role is required to see the Create Known Error article link. 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: Problem Management; baseline configuration; roles and access; lifecycle and automation behavior.

126. Frage
In the baseline platform configuration, who can create Change Requests?

A. Users with the itil role or Change-specific roles
B. Only members of the Change Advisory Boards (CAB)
C. Anyone, even those not registered / logged in
D. Any logged in user

Antwort: A

Begründung:

127. Frage
Which of the following tables does the change_task_sla database view join? (Choose all that apply.)

A. change_sla
B. task_sla
C. change_request
D. metric_instance
E. change_task

Antwort: B,E

128. Frage
When a class is set as a Principal Class, what effect does this have on the Configuration Item (CI) field in change, incident, and problem records?

A. It allows selection of only CIs within the Principal Class.
B. It locks the CI field to prevent edits.
C. II allows the selection of all CIs, regardless of class.
D. It hides the CI field completely.

Antwort: A

129. Frage
......

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