ServiceNow IT Service Management (CIS-ITSM) Tests by Domain

Exam Purpose

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

Exam Domains

1. Incident Management (Test 1)

2. Problem Management (Test 2)

3. Change and Release Management (Test 3)

4. Service Catalogue and Request Management (Test 4)

5. Knowledge Management (Test 5)

6. Configuration Management Database (Test 6)

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

• 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.

Who this course is for:

• New users of ServiceNow IT Service Management (ITSM)
• ServiceNow administrators, IT admins, and ITSM implementers
• ServiceNow users, customers, partners, and employees
• Everyone interested in becoming a ServiceNow ITSM Certified Implementation Specialist