Zurich Mock Tests: ServiceNow IT Service Management (ITSM)

Latest update (April 2026): Updated all practice questions to the latest ServiceNow release: Zurich.

Course Details

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.

Exam Preparation

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 an official study or exam material and should only be used to practice for the mainline exam.

Exam Scope

1. Incident Management (25%)

2. Problem Management (15%)

3. Change Management (25%)

4. Service Portfolio Management (5%)

5. Service Catalogue and Request Management (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.

• 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.

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Disclaimer: This course is not affiliated with or endorsed by ServiceNow. ServiceNow® is a registered trademark of ServiceNow, Inc. All other trademarks are the property of their respective owners.