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Last Updated: Sep 21, 2026

No. of Questions: 200 Questions & Answers with Testing Engine

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The professional and latest CIS-ITSM Top Exam Collection with the best core knowledge will help you pass for sure.

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ServiceNow CIS-ITSM Practice Q&A's

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Certification content shifts with the industry, and TopExamCollection shifts with it. Our experts compile and refresh the CIS-ITSM bank according to current trends, so the ServiceNow Certified Implementation Specialist - IT Service Management questions you practice reflect what the exam actually asks in 2026.

ServiceNow CIS-ITSM Exam Overview:

Certification Vendor:ServiceNow
Exam Name:Certified Implementation Specialist - IT Service Management
Exam Number:CIS-ITSM
Certificate Validity Period:2 years (requires recertification)
Exam Duration:90-120
Passing Score:70%
Available Languages:German, English, Japanese
Exam Price:USD $150-200
Related Certifications:CIS-SM (Service Mapping)
CIS-CSD (Service Desk)
CIS-CSM (Customer Service Management)
CSA (Certified System Administrator)
CIS-FSM (Field Service Management)
Real Exam Qty:65-80
Exam Format:Multiple Select, Multiple Choice, Scenario-based
Sample Questions: DOWNLOAD DEMO
Exam Way:Online proctored exam through ServiceNow Training Portal or authorized Pearson VUE testing centers
Pre Condition:Recommended: ServiceNow Certified System Administrator (CSA) certification and practical experience implementing ITSM processes on the ServiceNow platform
Official Syllabus URL:https://www.servicenow.com/services/training-and-certification/certified-implementation-specialist-it-service-management.html

ServiceNow CIS-ITSM Exam Syllabus Topics:

SectionWeightObjectives
Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Article types and workflows
  • 3. Search and publication
Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Real-time reporting capabilities
  • 2. Dashboard creation
  • 3. Metric definition and KPI setup
ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Lists, forms, and UI policies
  • 2. Configuration and customization basics
  • 3. Application Navigator and search capabilities
Incident Management15-20%- Integration with other processes
  • 1. Problem management linkage
  • 2. Knowledge base integration
  • 3. Change management connection
- Incident creation and management
  • 1. Assignment rules and escalation
  • 2. Incident states and workflow
  • 3. SLA configuration and monitoring
Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. Discovery integration
  • 2. CI data quality and reconciliation
  • 3. CI classes and relationships
Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Asset lifecycle management
  • 2. CI to asset relationship
  • 3. Lease and warranty management
Problem Management10-15%- Problem workflow and states
  • 1. Known error database (KEB)
  • 2. Linking incidents to problems
  • 3. Problem categorization and prioritization
Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow
ITSM Framework and Setup20-25%- 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. ITSM license requirements
  • 3. Process activator features
Change Management15-20%- Change calendar and planning
  • 1. Change calendar configuration
  • 2. Conflict detection
  • 3. Implementation plan creation
- Change request lifecycle
  • 1. Change models and categories
  • 2. Approval workflows and routing
  • 3. Risk assessment and CAB scheduling

Your ServiceNow Certified Implementation Specialist - IT Service Management Questions, Answered by TopExamCollection

Immediately after checkout, your download link appears on screen and an automatic email with the materials lands in your inbox in about a minute. You can install the software on as many devices as you need, and if the email has not arrived within two hours, our support team will step in. Every purchase includes 365 days of free updates — each revision is compiled in step with current exam trends and emailed to you automatically — followed by a 50% renewal discount when the period ends.

A professional team, for one thing. Our experts compile the CIS-ITSM bank in step with current exam trends, every answer is expert-verified, and there are no amateurs in the group — career-elite advisors also stand by with progress advice when you need direction. Just as important is the relationship: we stay in close contact with users, fold their feedback into every revision, and back each ServiceNow Certified Implementation Specialist - IT Service Management purchase with a free demo, 365 days of free updates, and a clearly stated refund policy.

ServiceNow sets the following prerequisites for the ServiceNow Certified Implementation Specialist - IT Service Management: Recommended: ServiceNow Certified System Administrator (CSA) certification and practical experience implementing ITSM processes on the ServiceNow platform.

Confirm the current requirements on the official certification page before booking.

The ServiceNow Certified Implementation Specialist - IT Service Management blueprint is organized into these main domains:

  • ServiceNow Platform Fundamentals (15-20%)
  • Problem Management (10-15%)
  • Change Management (15-20%)

Further domains complete the official outline, and our question bank spans all of them.

We take responsibility for our materials. If you fail the corresponding exam within 60 days of purchase, send us a scanned copy of your enrollment slip and your official Score Report PDF within two days of the exam date, and we will process a full refund within seven days of verification. Please note the exclusions: exams taken within three days of purchase are not eligible, the candidate name must match the payer, and free or expired products are not covered. If you would rather switch direction, we can exchange your product for two others of equal value instead.

According to the latest exam information, the CIS-ITSM exam contains 65-80 questions and runs for 90-120 minutes. Timing yourself during practice sessions is a smart habit — pacing problems sink more candidates than knowledge gaps.

At present, the passing score for the CIS-ITSM exam is 70% and the registration fee is USD $150-200. Both figures are set by ServiceNow and can change, so double-check them on the official site when you register.

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions:

Question #1

Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

  • A. ITSM - Business Outcomes and Corresponding KPIs
  • B. IT Service Management - Typical Challenges and Remediation
  • C. Service Catalog and Request Mgmt - Workshop Preparation Guide
  • D. Service Catalog and Request Mgmt - Process Guide
Reveal Solution  Discussion  0

Correct Answer: C,D  🗳️

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Question #2

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

  • A. Anonymize responses
  • B. Trigger conditions
  • C. Number of survey reminder notifications
  • D. The ability for end users to decline survey assignments
Reveal Solution  Discussion  0

Correct Answer: A,C  🗳️

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Question #3

What actions can a user with the itil_admin role take in support of Change Management? (Choose three.)

  • A. Delete Change
  • B. Delete CAB Definition
  • C. Manage Risk Assessments
  • D. Manage Risk Conditions
  • E. Create and manage Approval Policies
Reveal Solution  Discussion  0

Correct Answer: A,C,D  🗳️

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Question #4

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

  • A. Populate Assignment Group based on CI/SO
  • B. Auto-populate ITSM Assignment Groups
  • C. USM Assignment Lookup Rule
  • D. Automatic Assignment for ITSM
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #5

Which Service Portfolio Management phase does a service belong to when it is in operational state?

  • A. Active
  • B. Catalog
  • C. Pipeline
  • D. Retired
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for TopExamCollection members. You can sign-up / login (it's free).

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