ServiceNow CIS-ITSM Practice Exam
ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM
The ServiceNow CIS-IT Service Management certification validates the skills to configure, implement and maintain ServiceNow ITSM applications. The exam covers six domains: Incident Management (25%), Problem Management (15%), Change Management (25%), Service Portfolio Management (5%), Service Catalog and Request Management (25%), and Configuration Management Database (5%). Questions test architecture, scoping and requirements, and configuration of the incident, problem and change lifecycles, catalog items, order guides and fulfillment flows. This practice exam mirrors that style with single-answer and multiple-answer questions.
Question bank updated : questions, answers, explanations and chapters.
Certification Overview
- Exam name: CIS-ITSM
- Vendor: ServiceNow
- Exam code: CIS-ITSM
- Duration: 90 minutes
- Total questions: about 60
- Our practice exam pass mark: 70%
Who Should Take This Exam?
ServiceNow ITSM Implementer, ServiceNow Technical Consultant, ServiceNow Administrator, ITSM Process Owner, Service Desk Manager, Change Manager, Platform Architect, ServiceNow Developer
Prerequisites
Candidates must hold the ServiceNow Certified Implementation Specialist - Data Foundations (CMDB and CSDM) certification before registering. ServiceNow recommends six months each of platform and implementation experience.
Topics Covered
- Incident Management
- Problem Management
- Change Management
- Service Portfolio Management
- Service Catalog and Request Management
- Configuration Management Database
Question Types
- Multiple Choice (Single Answer)
- Multiple Choice (Multiple Answers)
CIS-ITSM Practice Questions
Our question bank contains 598+ practice questions for this certification. Sample questions from each exam chapter. Expand a question to see the answer choices. With full access, you get unlimited practice exams with randomized questions from our full question bank.
Incident Management
A Priority Data Lookup rule, set to run on insert and update and to overwrite Priority, maps Impact 1 - High with Urgency 1 - High to Priority 1 - Critical, and Impact 1 with Urgency 2 - Medium to Priority 2 - High. An SLA definition attaches when Priority is 1 - Critical. An agent changes Urgency from 2 to 1 on an open incident whose Impact is 1. What happens?
- A. Priority becomes 2 - High and no SLA definition attaches
- B. Priority stays 2 - High and no SLA definition attaches
- C. Priority becomes 3 - Moderate and no SLA definition attaches
- D. Priority becomes 1 - Critical and the SLA definition attaches Correct answer
Option D is correct because the lookup is set to run on update, so Impact 1 with Urgency 1 now matches the first rule and Priority becomes 1 - Critical, which meets the SLA definition's condition. Options A and C name Priority values that this Impact and Urgency pair does not produce, and option B ignores that the lookup runs on this update, so none of them can leave the SLA definition unattached.
Which incident field records how the caller contacted the service desk, such as phone, email or self-service?
- A. Category
- B. Caller
- C. Business service
- D. Channel Correct answer
Option D, Channel, is correct because it is the incident field that records how the caller reached the service desk, such as phone, email or self-service. Category classifies the type of issue, Caller identifies who reported it, and Business service names the affected service, so none of them records the contact method.
An incident cannot progress until a vendor ships a replacement part. Which field records why the work is paused?
- A. Resolution code
- B. Problem
- C. On hold reason Correct answer
- D. Assigned to
Option C, On hold reason, is correct because it is the field that records why work on the incident is paused, here the wait for the vendor's part. Resolution code describes how an incident was fixed, Problem links the incident to a problem record, and Assigned to names the person doing the work, so none of them records the reason for a pause.
An agent resolves an incident and must record how it was fixed. Which two fields capture the category of the fix and a written description of it? (Choose two.)
- A. Business service
- B. Configuration item
- C. Resolution code Correct answer
- D. Additional comments
- E. Resolution notes Correct answer
Options C and E are correct because Resolution code holds the category of the fix and Resolution notes hold the written description of what was done. Business service and Configuration item identify what was affected, and Additional comments is a customer-visible comment field, so none of them records the resolution itself.
Problem Management
After analysis, a problem manager wants to record on the problem why it occurred and how it will be permanently resolved. Which pair of fields on the problem form is meant for that?
- A. Cause notes and Fix notes Correct answer
- B. Description and Short description
- C. Workaround and Resolution notes
- D. Work notes and Additional comments
Option A is correct because Cause notes records why the problem occurred and Fix notes records the permanent fix. Option B holds the summary text of the problem, option C pairs a temporary Workaround with other notes rather than the root cause and permanent fix, and option D holds working updates, so none of them documents both items.
Which two statements describe how incidents are linked to a problem in the base platform? (Choose two.)
- A. A problem holds one Incident field that points to its single linked incident
- B. Adding the problem number to the incident's Work notes links the two records
- C. Incidents linked to a problem are listed in a related list on the problem form Correct answer
- D. An incident references one problem at a time through its Problem field Correct answer
- E. An incident can reference several problems by adding rows to a related list
Options C and D are correct because an incident points to a single problem through its Problem field, and the problem form lists its linked incidents in a related list. Option A reverses the direction, since the reference sits on the incident, option B is wrong because typing a number into Work notes does not create a link, and option E contradicts the single reference field.
A problem manager wants a recurring report that points to incidents worth investigating as problems. Which grouping on the incident table shows recurrence best?
- A. Configuration item and category Correct answer
- B. Assigned to and opened date
- C. Priority and state
- D. Caller and contact type
Option A is correct because grouping incidents by configuration item and category exposes the same kind of failure repeating on the same item, which is the signal for opening a problem. Grouping by assignee and date, by priority and state, or by caller and contact type describes workload or who reported, not what keeps failing.
A problem manager filters the incident list with State is Closed, Problem is empty, and Configuration item is not empty, then groups by configuration item. Which incident appears in the list?
- A. A closed incident with no problem and no configuration item
- B. A closed incident with no problem and the mail server as its configuration item Correct answer
- C. A closed incident already related to a problem, with the mail server as its configuration item
- D. A resolved incident with no problem and the mail server as its configuration item
Option B is correct because it is the only incident that is Closed, has an empty Problem field and has a configuration item. The first has no configuration item, the third is already related to a problem, and the last is Resolved rather than Closed.
Change Management
A team patches the same workstation image every month. The steps are fixed, the risk is low, and requesters should pick from a list of pre-approved change forms. What does the change manager publish?
- A. An emergency change model with a fixed implementation plan
- B. A standard change template in the Standard Change Catalog Correct answer
- C. A change request template saved from the change form
- D. A normal change model with Risk preset to Low
Option B is correct because a standard change template published to the Standard Change Catalog gives requesters a list of pre-approved, repeatable changes with fixed steps and low risk. Option A is for urgent changes, option C only pre-fills a change form and carries no pre-approval, and option D still follows the normal change approval route.
A risk condition sets Risk to High when the selected CI has Business criticality 1 - Most critical. In the Normal change workflow, Change Advisory Board is the only approver defined for High risk, and no approval has been granted on the change. A requester creates a Normal change on a test server with criticality 4, so Risk is Low, then edits Configuration item to the payroll database with criticality 1 before requesting authorization. What is expected?
- A. Risk stays Low because it was calculated when the change was created
- B. Risk recalculates to High and CAB approval is requested at authorization Correct answer
- C. Risk stays Low until Refresh Impact is run again on the change
- D. Risk recalculates to High and CAB approval is requested only after implementation
Option B is correct because changing the Configuration item makes the risk conditions evaluate again, the criticality 1 payroll database matches the condition, and the highest matching risk wins, so Risk becomes High. With CAB the only approver defined for High risk and no earlier approval granted, CAB approval is requested at the Authorize state. Option A treats the Low value as fixed, option C depends on a manual Refresh Impact run, and option D places the approval after implementation, which is too late for authorization.
Which two fields on the Planning tab of a change request describe how to return to the prior state if implementation fails and how to confirm the change worked? (Choose two.)
- A. Test plan Correct answer
- B. Backout plan Correct answer
- C. Risk and impact analysis
- D. Implementation plan
- E. Justification
Options A and B are correct because Backout plan states how to return to the prior state if implementation fails and Test plan states how to confirm the change worked. Risk and impact analysis assesses what could go wrong, Implementation plan lists the steps, and Justification gives the business reason.
Service Portfolio Management
A service manager wants to define what IT provides to the business, with owners and offerings, apart from the items users can order. Which application holds those definitions?
- A. Request Management
- B. Service Portfolio Management Correct answer
- C. Service Level Management
- D. Service Catalog
Option B is correct because Service Portfolio Management holds the definitions of what IT provides to the business, including owners and offerings, apart from what users can order. Service Catalog holds the orderable items, Request Management handles fulfillment of requests, and Service Level Management handles agreements and targets.
An administrator deactivates the only catalog item that users order to get a service. What happens to the service record in the portfolio?
- A. The service owner is notified to approve
- B. The portfolio record stays as it was Correct answer
- C. Its offerings are deactivated with the item
- D. The service moves to a retired status
Option B is correct because a service record in the portfolio is separate from the catalog items that expose it, so deactivating the only item changes how users order the service but not the service record itself. Options C and D describe automatic cascades that nothing in the stem configures, and A invents an approval step.
Which two tasks does an implementer perform in the Service Catalog application rather than in the Service Portfolio? (Choose two.)
- A. Link supporting CIs to a business service
- B. Set the delivery time of an item Correct answer
- C. Limit who can order with user criteria Correct answer
- D. Relate a service offering to a commitment
- E. Set the Support group of a business service
Options B and C are correct because delivery time and user criteria are set on the catalog item in the Service Catalog application. Linking CIs, relating an offering to a commitment, and setting the Support group of a business service are done on the service portfolio records, so A, D and E are not catalog tasks.
Service Catalog and Request Management
Hardware must appear as a subcategory under a Technology category in the same catalog. Which field on the Hardware category record sets that?
- A. Catalog
- B. Parent Correct answer
- C. Order
- D. Icon
Option B is correct because the Parent field on a category record places it under another category, so Hardware appears as a subcategory of Technology. Catalog chooses which catalog holds the category, which is already the same here, while Order and Icon affect sorting and appearance only.
An access request item uses ordinary variables for Requested for and Justification, plus a multi-row variable set where each row names one application. Fulfillment needs one catalog task per application. How is the flow built?
- A. Look Up Records on sc_req_item, then For Each requested item to Create Catalog Task
- B. Get Catalog Variables, then If each ordinary variable is set to Create Catalog Task
- C. Get Catalog Variables, then For Each over the multi-row set to Create Catalog Task Correct answer
- D. Get Catalog Variables, then Create Catalog Task using the first row of the multi-row set
Option C is correct because the flow must read the request's variables and then loop over the multi-row set, creating one catalog task for each application row. Option A loops over requested items rather than over the rows, option B acts once per ordinary variable, and option D handles a single row, so none of them creates a task for each application.
An external HR application calls the Service Catalog REST API to place requests on behalf of employees. Which two actions can it perform? (Choose two.)
- A. Create a new catalog category
- B. Edit the variables of a catalog item
- C. Assign user criteria to a catalog item
- D. Add a catalog item to the cart Correct answer
- E. Order a catalog item immediately Correct answer
Options D and E are correct because the Service Catalog REST API is used to place requests: it can add an item to the cart and order an item immediately. Creating categories, editing item variables and assigning user criteria are configuration tasks done by an administrator in the catalog, not actions of the ordering API.
Configuration Management Database
The Configuration item field on the Task table has a reference qualifier that limits selection to CIs whose Operational status is Operational. A dictionary override on the Incident table replaces that qualifier with Class is Linux Server, and Change request has no override. Which CIs can an agent select on an incident and a coordinator select on a change request?
- A. Incident: Operational CIs of any class; change: Operational CIs of any class
- B. Incident: Linux Server CIs of any status; change: Linux Server CIs of any status
- C. Incident: Linux Server CIs of any status; change: Operational CIs of any class Correct answer
- D. Incident: Operational Linux Server CIs; change: Operational CIs of any class
Option C is correct because the dictionary override on Incident replaces the inherited qualifier with Class is Linux Server, so incident agents see Linux Server CIs of any status, while Change request has no override and keeps the inherited Operational status qualifier for CIs of any class. Option A ignores the override, option B applies the override to change requests too, and option D keeps the Operational condition that the override replaced.
Incident, problem and change request forms each offer a Configuration item field. Which table defines the field that all three inherit?
- A. CI Relationship
- B. Task Correct answer
- C. Configuration Item
- D. Task CI
Option B is correct because incident, problem and change request all extend the Task table, and the Configuration item field is defined there and inherited by each. CI Relationship and Configuration Item are CMDB tables that hold relationships and CI records, not the field that task forms use, and Task CI is not the table that defines it.
Incidents are grouped as one candidate problem when their Configuration items run on the same host through Runs on::Runs. Records: web1, web2 and db1 each Run on hostA; cache1 Depends on hostA; web3 Runs on hostB. Open incidents name web1, web2, web3, db1 and cache1 as their Configuration items. Which three incidents form a group with hostA as the shared parent? (Choose three.)
- A. The incident on cache1
- B. The incident on web3
- C. The incident on web2 Correct answer
- D. The incident on db1 Correct answer
- E. The incident on web1 Correct answer
Options C, D and E are correct. The incidents on web1, web2 and db1 each name a CI that Runs on hostA, so they share it as parent. The cache1 CI only Depends on hostA, which is a different relationship type, and web3 runs on hostB, so those incidents do not belong to the hostA group.
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