Chapter 3 of 6 · ServiceNow CIS-ITSM
Change Management
Change types and models, standard changes, planning, risk, conflicts, approvals and the CAB.
- 3topics
- 15 minfast track
- 2diagrams and exhibits
- 25%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1Change Types, States and ModelsServiceNow change types, states and change models for CIS-ITSM: normal, standard and emergency paths, state transitions, roles…Diagram5 min
- 2Standard Changes and Change PlanningServiceNow Standard Change Catalog, templates and proposals, the change Planning tab, change tasks, Affected CIs and Impacted…5 min
- 3Risk, Conflicts, Approvals and CABServiceNow change risk conditions and assessments, conflict detection, change approval policies, CAB definitions and the CAB…Diagram5 min
About this chapter
What this chapter covers
Change Management is 25% of the ServiceNow CIS-ITSM exam. It covers the architecture and configuration of the change process: change types and change models, the state model, the Standard Change Catalog, change planning and tasks, risk calculation, conflict detection, change approval policies and the Change Advisory Board (CAB).
Questions are short scenario or recall questions: a requirement is described and you pick the feature or configuration that fits. Some are single answer; others are multiple select and state the count, such as "(Choose two.)". There are no exhibits.
How the topics fit together
- Types and models decide which states a change passes through and which flow runs behind it.
- Standard changes skip assessment because they come from approved templates in the Standard Change Catalog.
- Planning fills in the CI, planned dates, plans and change tasks that everything later depends on.
- Risk, conflicts and approvals decide who must say yes before the change is scheduled, and whether the timing clashes with other work.
When a question describes a repeatable, low risk change, think Standard Change Catalog. When it describes "who must approve depends on risk", think change approval policy and CAB at Authorize.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorize and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full ServiceNow CIS-ITSM question bank has 598 questions, with timed practice exams and an explanation for every answer.
This study guide is independent and is not affiliated with, endorsed by, or sponsored by ServiceNow. Vendor names, certification names and exam codes are trademarks of their respective owners and are used for identification only.