Certified Implementation Specialist - IT Service Management: CIS-ITSM Exam
"Certified Implementation Specialist - IT Service Management", also known as CIS-ITSM exam, is a ServiceNow Certification. With the complete collection of questions and answers, PrepAwayPDF has assembled to take you through 205 Q&As to your CIS-ITSM Exam preparation. In the CIS-ITSM exam resources, you will cover every field and category in CIS-Service Management Certification helping to ready you for your successful ServiceNow Certification.
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Three versions exist so you can match the tool to your situation. Commute reader, home simulator, browser practitioner — the PrepAwayPDF CIS-ITSM package adapts, with identical 205 practice questions throughout.
ServiceNow CIS-ITSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | Certified Implementation Specialist - IT Service Management |
| Exam Number: | CIS-ITSM |
| Real Exam Qty: | 65-80 |
| Exam Price: | USD $150-200 |
| Certificate Validity Period: | 2 years (requires recertification) |
| Passing Score: | 70% |
| Available Languages: | English, Japanese, German |
| Exam Duration: | 90-120 |
| Related Certifications: | CIS-SM (Service Mapping) CIS-CSM (Customer Service Management) CIS-CSD (Service Desk) CIS-FSM (Field Service Management) CSA (Certified System Administrator) |
| Exam Format: | Scenario-based, Multiple Select, Multiple Choice |
| Sample Questions: | DOWNLOAD DEMO |
| Exam Way: | Online proctored exam through ServiceNow Training Portal or authorized Pearson VUE testing centers |
| Pre Condition: | Recommended: ServiceNow Certified System Administrator (CSA) certification and practical experience implementing ITSM processes on the ServiceNow platform |
| Official Syllabus URL: | https://www.servicenow.com/services/training-and-certification/certified-implementation-specialist-it-service-management.html |
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Level Management | 10-15% | - SLA definitions and metrics
|
| Topic 2: Change Management | 15-20% | - Change calendar and planning
|
| Topic 3: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Topic 4: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 5: Knowledge Management | 5-10% | - Knowledge base structure
|
| Topic 6: Incident Management | 15-20% | - Incident creation and management
|
| Topic 7: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 8: Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Topic 9: Problem Management | 10-15% | - Problem workflow and states
|
| Topic 10: ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
CIS-ITSM Exam FAQ: Prove Your Ability, Conveniently
PrepAwayPDF issues a full refund if you take the ServiceNow Certified Implementation Specialist - IT Service Management exam within 60 days of purchase and do not pass. The policy does not apply if the exam is taken within 3 days of purchase, if the exam was never actually taken, or to free materials or expired orders, and the candidate name must match the payer name. Submit a scan of your enrollment slip and the official Score Report PDF within 2 days of the exam; claims are processed within 7 days. Alternatively, exchange for two free exam products of equal value and keep your original update service. Orders arrive by email within 1 minute — contact support if nothing arrives within 2 hours.
The ServiceNow Certified Implementation Specialist - IT Service Management exam contains 65-80 to complete within 90-120. Timed simulation in the PrepAwayPDF Desktop Test Engine teaches that rhythm before exam day does.
Online proctored exam through ServiceNow Training Portal or authorized Pearson VUE testing centers Register for the ServiceNow Certified Implementation Specialist - IT Service Management exam through these official channels:
After booking, PrepAwayPDF delivers your practice questions within 1 minute — preparation starts the same day.
The ServiceNow Certified Implementation Specialist - IT Service Management exam requires 70% to pass, and registration costs USD $150-200. A failed attempt means paying the same fee again — a readiness check with the PrepAwayPDF engines before booking is the cheaper option.
The CIS-ITSM exam is a ServiceNow certification exam validating the ServiceNow Certified Implementation Specialist - IT Service Management syllabus shown above. It belongs to these credential paths: CIS-CSM (Customer Service Management), CIS-CSD (Service Desk), CIS-FSM (Field Service Management), CSA (Certified System Administrator), CIS-SM (Service Mapping). Candidates in 2026 start with PrepAwayPDF's 205 practice questions, available as a printable PDF, a Windows Desktop Test Engine, and an Online Test Engine — three versions of the same materials.
Recommended: ServiceNow Certified System Administrator (CSA) certification and practical experience implementing ITSM processes on the ServiceNow platform Since requirements change over time, confirm the latest on the official ServiceNow exam page before scheduling.
The official ServiceNow Certified Implementation Specialist - IT Service Management outline defines 10 domains. The leading three are ITSM Framework and Setup (20-25%), Problem Management (10-15%), and Change Management (15-20%). The full list is in the topics section above, and PrepAwayPDF's 205 practice questions cover each one.
ServiceNow recommends these training resources for the ServiceNow Certified Implementation Specialist - IT Service Management exam:
Follow the training with steady self-testing — the 205 practice questions from PrepAwayPDF help you apply theory and fill any gaps the training leaves.
Three versions of the same study materials: a printable, expert-prepared PDF with free demo download and instant access; a Desktop Test Engine for Windows with customizable simulation and timed modes that works offline; and an Online Test Engine for any browser on Windows, Mac, Android, and iOS with test history and performance review. All 205 practice questions are identical across versions. Every purchase includes 365 days of free updates, a 50% renewal discount afterward, and unlimited computer installations.
ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions:
When customers ask to move existing service requests (catalog items) from other platforms, what is a good practice to follow?
- A. Maintain the same catalog structure as they implemented previously
- B. Whenever possible combine existing items into order guides
- C. Move each one over, ensuring that each new item has its own unique workflow
- D. Review existing items to identify commonalities, to see if items may be combined
- E. Notify all existing users and solicit input on the new catalog items
Correct Answer: D 🗳️
Explanation: Only visible for PrepAwayPDF members. You can sign-up / login (it's free).
If a change model has Write roles AND Can write defined, which users have the ability to modify the change model record? Choose 2 answers
- A. Users that have the Write role(s) OR that match the Can write user criteria
- B. Users with admin role
- C. Users that have the Write role(s) AND match the Can write user criteria
- D. Users with the itil_admin role
- E. Users with sn_change_write role
Correct Answer: B,C 🗳️
Explanation: Only visible for PrepAwayPDF members. You can sign-up / login (it's free).
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
- A. Count of Completed Changes per Month, by Change Type
- B. % Successful Changes
- C. Count of Completed Changes per Month, by Category
- D. % Unauthorized Changes
Correct Answer: B,D 🗳️
Explanation: Only visible for PrepAwayPDF members. You can sign-up / login (it's free).
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
- A. Service Catalog Management
- B. Catalog Item Design
- C. Catalog Fulfillment
- D. Catalog Workflows
- E. Request Management
Correct Answer: E 🗳️
Explanation: Only visible for PrepAwayPDF members. You can sign-up / login (it's free).
Which state will a General Problem record automatically move through if the required fields are completed?
- A. New to Assess
- B. Root Cause Analysis to Fix in Progress
- C. Fix in Progress to Resolved
- D. Assess to Root Cause Analysis
Correct Answer: A 🗳️
Explanation: Only visible for PrepAwayPDF members. You can sign-up / login (it's free).
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