ServiceNow IT Service Management (CIS - ITSM) Practice Tests
This is a practice test course with the most comprehensive sets of questions with detailed answer explanations, images, diagrams and screenshots for visual learning, and a reference link for each question if you are interested in learning more.
The purpose of the course is to help you achieve the ServiceNow Certified Implementation Specialist certification in IT Service Management (CIS-ITSM) and learn about the key features and functionality of the ServiceNow ITSM applications.
It also helps you familiarise yourself with the exam format and structure and practice your knowledge in a simulated exam environment.
The course is being updated on a regular basis to align with the latest ServiceNow release and the exam changes.
The CIS-ITSM exam certifies that you have the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications.
Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site. This course should not be considered official study or exam materials and should only be used to practice for the actual mainline exam.
Incident Management (25%)
Problem Management (15%)
Change and Release Management (25%)
Knowledge Management (5%)
Service Catalogue and Request Management (25%)
Configuration Management Database (5%)
It is recommended to know the following for each ITSM application:
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
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.)
Business Cases / Use Cases
Key Performance Indicators and Benchmarks
Selection of appropriate features and functions to meet business requirements
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
The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. You should review the response options and select the most correct answer.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible responses. You should review the response options and select the one response that most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. You should review the response options and select ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses. Partial credit is not provided.
Who this course is for:
- New users of ServiceNow IT Service Management
- ServiceNow administrators, IT admins, and ITSM implementers
- ServiceNow customers, partners and employees
- Everyone interested in becoming a ServiceNow ITSM Certified Implementation Specialist
I am a ServiceNow professional since the Geneva release, playing different roles from ServiceNow business analyst and project manager to product owner and platform process owner with extensive experience across multiple ServiceNow applications and modules, such as IT Service Management (ITSM), Strategic Portfolio Management (SPM), HR Service Delivery (HRSD), and Analytics, Intelligence and Reporting.