- Exam Code: CIS-ITSM
- Exam Name: Certified Implementation Specialist - IT Service Management
- Updated: Sep 23, 2026
- Q & A: 200 Questions and Answers
ServiceNow CIS-ITSM Exam : Certified Implementation Specialist - IT Service Management
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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests |
| Problem Management | 20% | - Root cause analysis and documentation - Known error and workaround management - Problem lifecycle, identification, and investigation - Problem resolution and closure processes |
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change success measurement and reporting |
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Incident Management | 30% | - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
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