CIS-ITSM: Certified Implementation Specialist - IT Service ManagementDemo

By ServiceNow · Browse Mode
About the Exam

The exam validates knowledge and skills to configure, implement, and maintain ServiceNow ITSM applications. It is intended for ServiceNow customers, partners, employees, and other candidates seeking the IT Service Management implementation certification. Passing demonstrates competence in core ITSM implementation areas covered by the blueprint, including incident, problem, change, request, and CMDB topics.

Exam Topics

  • Incident Management25%
  • Problem Management10%
  • Change Management25%
  • Knowledge Management10%
  • Request Fulfillment25%
  • Configuration Management Database5%

How to Use This Practice Exam

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  2. Exam Mode — Simulate real exam conditions with a timed session and score report.
  3. Learn Mode — Spaced repetition schedules questions you struggle with for long-term retention.

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Last updated June 29, 2026 at 10:16 PM

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QuestionQ1

Knowledge Management

Where is the definition of what a service provides, or does not provide, specified?

  • A Vendor service agreements
  • B Service scope
  • C Service contracts
  • D Service limitations
Explanation

Service scope establishes a service’s boundaries, defining its included offerings and exclusions.

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QuestionQ2

Request Fulfillment

Which catalog-item type can be found in a Service Catalog?

  • A Requested Items
  • B Record Producers
  • C Categories
  • D Execution Plans
Explanation

A record producer is a Service Catalog item type that provides an alternative way for users to create records, such as incidents, through the catalog. Requested items are generated by requests, categories organize catalog content, and execution plans define fulfillment.

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QuestionQ3

Request Fulfillment

Which kind of catalog item can be found in a Service Catalog?

  • A Requested Items
  • B Content Items
  • C Categories
  • D Execution Plans
Explanation

A Service Catalog can include content items, which provide informational or navigational content within the catalog. Requested items are generated request records, categories group catalog entries, and execution plans define fulfillment activities.

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QuestionQ4

Change Management

In the baseline Change - Normal model, how can Change Tasks be added?

Choose two
  • A Automatically via the Change - Implementation subflow
  • B Manually by the user during New, Assess, and Authorized states
  • C Automatically depending on the category selected on the Change Request
  • D Manually by the user during all states, except Closed or Canceled
Explanation

The baseline Change - Normal implementation flow automatically invokes the Change - Implementation tasks subflow, which creates implementation and post-implementation tasks. Users can also manually add Change Tasks in any nonterminal change state; Closed and Canceled changes are excluded. The selected category does not automatically generate Change Tasks.

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QuestionQ5

Problem Management

As of Quebec, Problem task records automatically move from one state to another when the required fields are completed. What are those states?

  • A Assess to Work in Progress
  • B On Hold to Work in Progress
  • C New to Assess
  • D Draft to Assess
  • E Work in Progress to Closed
Explanation

In the Quebec Problem Management state model, completing the required fields automatically advances a Problem task record from New to Assess.

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