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ServiceNow CIS-ITSM Study Guide

ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM

The ServiceNow Certified Implementation Specialist - IT Service Management exam is for implementers who configure and maintain the ServiceNow ITSM applications. It covers the incident, problem and change lifecycles, the Service Catalog and request fulfillment, Service Portfolio Management and how ITSM uses the CMDB. Candidates must first hold the CIS-Data Foundations certification.

  • Exam code CIS-ITSM
  • Professional level
  • 6 exam domains

This guide is free, with no sign-up. It explains every ServiceNow CIS-ITSM exam topic in plain English, one chapter at a time. Read them in order or jump straight to the topic you need.

  • 6chapters
  • 13topics
  • 5diagrams and exhibits
  • 1 h 5 minfast track
Start with Incident Management
  • Every topic follows the same simple pattern: what it is, how it works, common mistakes
  • Diagrams and real command output where a picture explains it best
  • Exam tips and worked subnetting and IPv6 practice, with answers

How the exam is weighted

Each domain is worth this share of the exam, so spend your study time in proportion. Select a domain to open its chapter.

Chapters

Open a chapter to see its topics and how long each takes.

1Incident Management3 topics · 15 min fast trackThe incident table and roles, scoping priority and assignment, and configuring the incident lifecycle.
  1. 1Incident Management Architecture5 min
  2. 2Incident Scoping, Priority, Assignment and Major Incidents5 min
  3. 3Incident Lifecycle Configuration5 min
Read the chapter overview →
2Problem Management2 topics · 10 min fast trackProblem tables and roles, scoping the process, and the lifecycle from Assess to known error and close.
  1. 1Problem Management Architecture and Scoping5 min
  2. 2Problem Lifecycle Configuration5 min
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3Change Management3 topics · 15 min fast trackChange types and models, standard changes, planning, risk, conflicts, approvals and the CAB.
  1. 1Change Types, States and Models5 min
  2. 2Standard Changes and Change Planning5 min
  3. 3Risk, Conflicts, Approvals and CAB5 min
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4Service Portfolio Management1 topic · 5 min fast trackPortfolios, taxonomy nodes, services, offerings, life cycle stages and SPM roles.
  1. 1Service Portfolio Management5 min
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5Service Catalog and Request Management3 topics · 15 min fast trackCatalog architecture, scoping, items, variables, order guides, flows and integrations.
  1. 1Catalog Architecture and Scoping5 min
  2. 2Catalog Items, Variables and Order Guides5 min
  3. 3Fulfillment Flows and Integrations5 min
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6Configuration Management Database1 topic · 5 min fast trackCIs, classes and relationships, and how incident, problem, change and requests use CI and service data.
  1. 1The CMDB in ITSM Processes5 min
Read the chapter overview →

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The full ServiceNow CIS-ITSM question bank has 598 questions, with timed practice exams and an explanation for every answer.

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