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ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) Exam is a certification program designed to validate the skill set of IT professionals who specialize in ServiceNow IT Service Management (ITSM). CIS-ITSM exam is designed to test your knowledge and skills in ServiceNow ITSM and ensure that you are proficient in implementing ITSM solutions using ServiceNow. CIS-ITSM exam is intended for those who work with ServiceNow ITSM and are responsible for implementing, configuring, and maintaining ITSM processes within their organization.

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Topics to Cover

ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.

Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification.Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.

Incident Management: 25%
Request Fulfillment Management: 25%
Change and Release Management: 25%
Knowledge Management: 10%

For each ITSM application, the candidate must know the following for each module

Proven Practices for ImplementationImplementation approach to meet requirements to preserve upgradability, scalability, and maintainabilityImplementation solutions to work in conjunction with application functionality
Baseline Application FunctionalityBasic and advanced features in baseline installationNew functionality and features added or changedState model and default process flowBasic and advanced operations performed by users and system
Architecture and SecurityKey tables used in applicationsRelationships among tablesRoles and default access controlsPrimary application components including Scripts, Business Rules, etcIntegration capabilities
Business Cases / Use CasesValue propositionKPIs and BenchmarksAppropriate features and functions basis business requirements

Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q379-Q384):

NEW QUESTION # 379
Universal Containers uses a custom object to track customer complaints. The company wants to have a field on the custom object where they can include a reference to another complaint.
Which type of relationship can be used to accomplish this?

A. Lookup
B. Junction
C. Master-detail
D. Hierarchical

Answer: A

NEW QUESTION # 380
What is the purpose of "reassignment_count" field in incident table?

A. It stores the number of times the "Assignment group" value changed.
B. It stored the number of times the incident was reopened by the caller.
C. It stored the number of times the incident was reassigned to the caller.
D. It stores the number of times the "Assigned to" value changed.

Answer: A

NEW QUESTION # 381
Which table is used to store all the searches performed against knowledge base articles?

A. ts_query_kb
B. kb_queries
C. kb_search_log
D. kb_use

Answer: A

Explanation:
Explanation
Explanation:
kb_use table is used to store article views not users searches. kb_search_log and kb_queries don't exist.

NEW QUESTION # 382
Configuration items can be created via the change management process.

A. False
B. True

Answer: B

Explanation:
Explanation
Creating CI can be done in any of the following ways:
1. Manual creation via the Configuration application modules
2. Via service catalog fulfillment processes
3. Import from external source
4. Integration with 3rd party systems
5. Automated discovery tool(s)
6. Creation triggered from asset management
7. Via change management process

NEW QUESTION # 383
When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns.

A. False
B. True

Answer: B

Explanation:
Explanation
Limitations for Service Portals
* Formatters may contain a maximum of 2 columns.
* Variable Sets with formatters may contain a maximum of 2 columns.
* Widgets should be used instead of Macros and Macros with Labels.
* UI Pages are not supported

NEW QUESTION # 384
......

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