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ServiceNow CIS-ITSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | Certified Implementation Specialist - IT Service Management (CIS-ITSM) |
| Exam Number: | CIS-ITSM |
| Exam Price: | $450 USD |
| Passing Score: | Approx 70% (scaled scoring, may vary slightly) |
| Exam Format: | Multiple Select (multiple answers), Multiple Choice (single answer), Scenario-based questions |
| Available Languages: | English |
| Related Certifications: | ServiceNow Certified System Administrator Certified Implementation Specialist - Data Foundations (CMDB & CSDM) Certified Implementation Specialist - IT Operations Management |
| Certificate Validity Period: | 2 years |
| Exam Duration: | 90 minutes |
| Real Exam Qty: | 60 |
| Recommended Training: | ServiceNow ITSM Implementation Training CIS-ITSM Official Blueprint & Study Guide |
| Exam Registration: | Pearson VUE ServiceNow Learning Portal |
| 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 |
|---|---|---|
| Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Service catalog design, items, and categories |
| Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications |
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency |
| Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation |
ServiceNow Certified Implementation Specialist - IT Service Management Exam FAQ: What Candidates Ask Most
What is the ServiceNow CIS-ITSM exam?
The CIS-ITSM exam is the official ServiceNow exam behind the Certified Implementation Specialist - IT Service Management certification, validating the skills measured by the ServiceNow Certified Implementation Specialist - IT Service Management credential. It sits at the Specialist level of the ServiceNow certification program. It also connects to Certified Implementation Specialist - Data Foundations (CMDB & CSDM), ServiceNow Certified System Administrator, Certified Implementation Specialist - IT Operations Management, so the knowledge you build here carries over to those tracks as well.
How many questions are on the CIS-ITSM exam, and how much time do I get?
The CIS-ITSM exam contains 60 questions to be completed within 90 minutes. Before exam day, divide the available time by the question count to work out a comfortable per-question pace, and mark any item that eats into it so you can return later instead of getting stuck. Timed sessions in the Getcertkey test engines make that pacing automatic — run at least two full-length mock exams under the clock so time pressure never becomes the reason you drop points.
What score do I need to pass the CIS-ITSM exam, and what does it cost?
The passing score for the CIS-ITSM exam is Approx 70% (scaled scoring, may vary slightly), and the official registration fee is $450 USD. Retakes are not discounted — every new attempt means paying the full fee again — so it pays to measure yourself before you book. Work through the 200 practice questions on Getcertkey, sit a timed practice test, and schedule your exam only when your scores are consistently comfortable. That simple habit is the cheapest exam strategy there is.
Are there any prerequisites for the CIS-ITSM exam?
Must hold Certified Implementation Specialist - Data Foundations (CMDB & CSDM); recommended 6 months ServiceNow platform experience + 6 months implementation experience Requirements can change when ServiceNow revises its certification program, so confirm the current eligibility rules on the official exam page before you register.
How do I register for the CIS-ITSM exam?
You can book the ServiceNow Certified Implementation Specialist - IT Service Management exam through the official registration channels below:
As for delivery, the exam is offered in the following format: Online proctored (OnVUE) or in-person at authorized Pearson VUE test centers. Choose the option that suits you best when you book your seat.
What official training is recommended for the CIS-ITSM exam?
ServiceNow recommends the following training resources for the ServiceNow Certified Implementation Specialist - IT Service Management exam:
Official courses build the foundation; the 200 practice questions from Getcertkey then show you how that knowledge is examined, so the two work best together.
Can I try the CIS-ITSM practice questions before I buy?
Yes. Getcertkey provides a free CIS-ITSM PDF demo so you can review the question style and answer quality before purchasing. Every purchase also includes 365 days of free updates — if ServiceNow revises the exam during that period, the updated material reaches you at no cost. Once the free-update year ends, you can extend your update service at a 50% discount.
What if I fail the CIS-ITSM exam, and how is my order delivered?
Every ServiceNow Certified Implementation Specialist - IT Service Management purchase on Getcertkey is covered by a 100% money-back guarantee with clear conditions: if you take the corresponding exam within 60 days of your purchase and do not pass, you can claim a full refund by submitting a scanned copy of your exam enrollment slip and your official score report as a PDF within two days of the exam date; claims are processed within seven days of submission. The guarantee does not apply to exams taken within three days of purchase, to material that was downloaded but never used in an exam attempt, or to free products and expired orders, and the candidate name must match the payer name. If you would rather not take a refund, you can instead exchange your purchase for two free exam preparation products of equal value and keep the update service on your original product.
Delivery is instant: your download is sent to your email within one minute of payment, with no limit on how many computers you may install the material on. If nothing arrives within two hours, check your spam folder and contact customer service for help.
What topics are covered in the CIS-ITSM exam?
The ServiceNow Certified Implementation Specialist - IT Service Management exam blueprint is organized into 6 domains. The first three are:
- Change Management — 20% of the exam
- Request Fulfillment & Service Catalog — 15% of the exam
- Integrations & Advanced Features — 10% of the exam
For the complete domain-by-domain breakdown, scroll up to the full exam topics outline above and use it to plan how you distribute your study time.
ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions:
Question 1
What types of Conflicts are detected automatically on the Change request?
Choose 3 answers
A. Conflict with Maintenance Window
B. Conflict with Blackout Schedule
C. Conflict with Assignee Shift Schedule
D. Conflict with Company Holiday Schedule
E. Another change for the same CI, at the same time
Question 2
A tester has submitted a bug report because at no point in the Problem lifecycle does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?
A. Tester is not impersonating Problem Coordinator
B. The requirement was not m the stories
C. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
D. The customer did not pay the bill for Knowledge management
E. The sn_known_error_write role is required to see the Create Known Error article link
Question 3
Inside a change flow, you can automate a task with a sequence of related steps, like looking up a record, creating a record, or applying a policy. What is this component of the flow called?
A. Action Pills
B. Flow Steps
C. Flow Activities
D. Flow Tasks
E. Flow Actions
Question 4
What is the minimum number of offering(s) a service must have to move to the Catalog phase?
A. Three
B. Two
C. One
D. Four
Question 5
Which state will a General Problem record automatically move through if the required fields are completed?
A. Root Cause Analysis to Fix in Progress
B. Fix in Progress to Resolved
C. New to Assess
D. Assess to Root Cause Analysis
Solutions:
| Question 1 Answer: A,B,E | Question 2 Answer: C | Question 3 Answer: E | Question 4 Answer: C | Question 5 Answer: C |
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