ServiceNow IT Service Management (CIS - ITSM) Practice Tests

Exam Purpose

Prepare for the ServiceNow Certified Implementation Specialist exam in IT Service Management (CIS-ITSM) with the most comprehensive set of practice questions with detailed explained answers, all built in the latest ServiceNow release!

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 Preparation

Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site. It should not be considered the official study or exam materials and should only be used to practice for the actual mainline exam.

Exam Scope

1. Incident Management (25%)

2. Problem Management (15%)

3. Change and Release Management (25%)

4. Knowledge Management (5%)

5. Request Fulfillment (25%)

6. 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.)

• Integration capabilities

Business Cases / Use Cases

• Value proposition

• 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

Exam Structure

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 to the question.

• Multiple Choice (single answer)

  For each multiple-choice question on the exam, there are four possible responses. You should review the response options and select the one response 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.