ServiceNow CIS-ITSM Exam Details & Actual Exam Questions
- Exam Code/Number: CIS-ITSM
- Exam Name/Title: Certified Implementation Specialist - IT Service Management
- Certification Provider: ServiceNow
- Corresponding Certification: CIS-Service Management
- Exam Questions: 205
- Updated On: Oct,26 2026
- Certification Level: Specialist
ServiceNow Certified Implementation Specialist - IT Service Management Exam Questions
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(58 Up Votes)ServiceNow CIS-ITSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | Certified Implementation Specialist - IT Service Management (CIS-ITSM) |
| Exam Number: | CIS-ITSM |
| Certificate Validity Period: | 2 years |
| Available Languages: | English |
| Passing Score: | Approx 70% (scaled scoring, may vary slightly) |
| Related Certifications: | Certified Implementation Specialist - IT Operations Management Certified Implementation Specialist - Data Foundations (CMDB & CSDM) ServiceNow Certified System Administrator |
| Real Exam Qty: | 60 |
| Exam Price: | $450 USD |
| Exam Duration: | 90 minutes |
| Exam Format: | Multiple Choice (single answer), Scenario-based questions, Multiple Select (multiple answers) |
| Recommended Training: | ServiceNow ITSM Implementation Training CIS-ITSM Official Blueprint & Study Guide |
| Exam Registration: | ServiceNow Learning Portal Pearson VUE |
| Sample Questions: | ServiceNow CIS-ITSM Sample Questions |
| Exam Way: | Online proctored (OnVUE) or in-person at authorized Pearson VUE test centers |
| Pre Condition: | Must hold Certified Implementation Specialist - Data Foundations (CMDB & CSDM); recommended 6 months ServiceNow platform experience + 6 months implementation experience |
| Official Syllabus URL: | https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-it-service-management?id=kb_article_view&sysparm_article=KB0011560 |
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Incident Management | 30% | - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Problem Management | 20% | - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management - Problem lifecycle, identification, and investigation |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories |
| Change Management | 20% | - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change success measurement and reporting |
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