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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q104-Q109):

NEW QUESTION # 104
Field Decorations are controlled by the "ref_contributions" attribute.

A. True
B. False

Answer: A

NEW QUESTION # 105
Your customer has an external system, which is used to perform changes. Your customer wants to capture these changes in your instance for reporting and CMDB maintenance purposes. What baseline Change Model supports this scenario?

A. Unauthorized Changes
B. Change Registration
C. Automated Changes
D. CIoud Infrastructure
E. Retroactive Changes

Answer: B

Explanation:
The implementation requirement maps directly to D. Change Registration; therefore D is correct. Change Management uses models, model states, state-transition conditions, flows, approval policies, risk controls, conflict detection, change tasks, CI relationships, and access criteria to implement controlled change lifecycles. The model defines the fit-for-purpose process while supporting automation without requiring direct modification of protected baseline logic. The Change Registration model is intended to register changes performed outside the ServiceNow-controlled implementation lifecycle. It captures the change for reporting, governance, and CMDB traceability without pretending ServiceNow executed the external activity. The remaining choices are not the best fit. A. Automated Changes; B. CIoud Infrastructure; C. Unauthorized Changes. 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: Change Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 106
Which of the following statements is true when an incident has several child incidents?

A. All updates to child incidents are reflected in the parent incident.
B. No updates are synchronized between parent and child incidents.
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

Explanation:
Explanation
When a Parent Incident's State changes to Resolved - for all active Children, the State, Close Notes, Close Code, Comments, and Work Notes are updated to reflect updates in the parent incident's corresponding fields.

NEW QUESTION # 107
Which of the following CANNOT be performed by catalog_editor role?

A. Update Catalog.manager
B. Maintain Categories
C. Update Catalog Definition
D. Maintain Catalog Item

Answer: A

Explanation:
Update Catalog.manager can be done by a user with role catalog_manager.

NEW QUESTION # 108
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
Implementing Incident and Service Level Management
can help you
* Restore service as quickly as possible

NEW QUESTION # 109
......

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