** Note: The course is FULLY up to date as of MAY 2026

Prepare with confidence for the latest ServiceNow CIS-ITSM certification exam using highly realistic mock tests designed to match the newest exam structure, concepts, and real-world IT Service Management scenarios.

This course includes 220+ carefully crafted practice questions based on the latest CIS-ITSM exam trends, combined with detailed explanations referencing official ServiceNow documentation, training materials, and developer resources to help you truly understand ITSM concepts, not just memorize answers.

This should not be considered the official study or exam materials and should only be used to practice for the mainline exam. You should not expect all questions in this practice exam to be in the actual mainline exam.

Exam Scope

1. Incident Management [25%]

   1. Architecture

   2. Scoping and Requirements

   3. Configuration: Incident lifecycle

2. Problem Management [15%]

   1. Architecture

   2. Scoping and requirements

   3. Problem Lifecycle Configuration

3. Change Management [25%]

   1. Change Management architecture and configuration

4. Service Portfolio Management [5%]

5. Service Catalogue and Request Management [25%]

   1. Architecture

   2. Scoping and Requirements

   3. Configuration

   4. Integrations

6. Configuration Management Database [5%]

It is recommended to know the following for each ITSM application:

1. Baseline Application Functionality

• Basic and advanced features in baseline installation of the current release

• Functionality and features added or changed in the current release

• State model and default process flow

• Basic and advanced operations performed by users and the system

2. Architecture and Security

• Key tables used in the application

• Relationships among application tables

• Roles and Default Access Controls

• Primary application components (Script Includes, Business Rules, etc.)

• Integration capabilities

3. Business Cases / Use Cases

• Value proposition

• Key Performance Indicators and Benchmarks

• Selection of appropriate features and functions to meet business requirements

4. Proven Practices for Implementation

• Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability

• Implementation solutions that work in conjunction with baseline application functionality

Exam Structure

1. Exam Duration

   • The exam duration is 90 minutes.

2. Number of Items

   • The exam consists of 60 questions.

3. Multiple Choice (single answer)

   
   

4. Multiple Select (select all that apply)

Whether you're preparing for your first CIS-ITSM certification attempt or strengthening your real-world IT Service Management knowledge, these mock exams are designed to help you pass faster and with greater confidence.

Start practicing today and take the next step toward becoming a certified ServiceNow ITSM professional.