SERVICENOW · CIS – IT Service Management (CIS-ITSM)

IT & Computer Science

ServiceNow CIS - ITSM

By Mr Sparkles

The complete objectives for the CIS-ITSM exam.

Published Mar 20, 2026 · Updated Jun 21, 2026

150questions
75%pass score
623sessions
4.7 (65)rating
97%Multiple Choice

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Demo
Real test conditions. Score provided after completion
Topics covered

This quiz

Incident Management30 (20%)
Problem Management20 (13.3%)
Change Management35 (23.3%)
Service Portfolio Management10 (6.7%)
Service Catalog and Request Management30 (20%)
Configuration Management Database25 (16.7%)

Exam blueprint

Incident Management25%
Problem Management15%
Change Management25%
Service Portfolio Management5%
Service Catalog and Request Management25%
Configuration Management Database5%
Incident Management30 questions
  • Architecture10 q
  • Scoping and requirements7 q
  • Configuration: Incident lifecycle13 q
Problem Management20 questions
  • Roles and lifecycle ownership1 q
  • Related incidents and problem creation1 q
  • CI impact analysis1 q
  • CI relationship visualization1 q
  • Form configuration1 q
  • Intake design1 q
  • Incident and problem relationship1 q
  • Monitoring stalled records1 q
  • Communication consistency1 q
  • Workarounds and known errors1 q
  • Root cause documentation1 q
  • Known error readiness1 q
  • Problem task usage1 q
  • From problem to change1 q
  • State progression1 q
  • Reactive versus proactive problem identification1 q
  • Scoping and requirements1 q
  • Investigation quality1 q
  • Closure readiness1 q
  • Roles and responsibilities1 q
Change Management35 questions
  • Roles and governance1 q
  • CAB purpose1 q
  • CAB scheduling1 q
  • Change types2 q
  • Risk values1 q
  • Risk evaluation1 q
  • Approval behavior1 q
  • Roles and access1 q
  • Security controls1 q
  • Record creation efficiency1 q
  • Planning fields1 q
  • Conflict detection1 q
  • Restricted scheduling periods1 q
  • Approved scheduling periods1 q
  • Change schedule fields1 q
  • Roles and responsibilities1 q
  • Approval readiness1 q
  • Standard change governance1 q
  • Normal change progression1 q
  • Conflict response1 q
  • CAB agenda selection1 q
  • Unauthorized change handling1 q
  • Implementation planning1 q
  • Schedule and conflict review1 q
  • Backout quality1 q
  • Approval policies1 q
  • Change tasks1 q
  • Review and closure1 q
  • Change creation from CI context1 q
  • Standard change suitability1 q
  • Emergency change distinction1 q
  • Risk and schedule interaction1 q
  • CAB meeting readiness1 q
  • Maintenance and blackout validation1 q
Service Portfolio Management10 questions
  • Service performance review1 q
  • Guided service creation1 q
  • Portfolio organization1 q
  • Service offerings1 q
  • Offering commitments1 q
  • Service lifecycle phases1 q
  • Portfolio governance1 q
  • Service creation sequence1 q
  • Retired services1 q
  • Service review data1 q
Service Catalog and Request Management30 questions
  • Fulfillment access1 q
  • Cloud catalog variables1 q
  • Record producer field mapping1 q
  • Service Catalog purpose1 q
  • Reusable variables1 q
  • Bundled requests1 q
  • Catalog ownership1 q
  • Guided catalog creation1 q
  • Creator Studio1 q
  • Draft requests1 q
  • Requested for1 q
  • Fulfillment automation1 q
  • Catalog access1 q
  • Catalog variables1 q
  • Multi-row input1 q
  • Variable access in fulfillment1 q
  • Client-side behavior1 q
  • UI behavior without scripting1 q
  • Record producers1 q
  • Record producer design trap1 q
  • Request hierarchy1 q
  • Order guide behavior1 q
  • Item visibility1 q
  • Catalog item lifecycle1 q
  • Variable behavior1 q
  • Variable sets1 q
  • Catalog Builder scope1 q
  • Request recipient1 q
  • Core objects and responsibilities1 q
  • Building a requestable service1 q
Configuration Management Database25 questions
  • Data governance1 q
  • Health metrics1 q
  • Relationship visualization1 q
  • Service modeling1 q
  • Incident state and CI investigation1 q
  • Incident resolution and CI context1 q
  • Security and access1 q
  • Roles and operational access1 q
  • Operational workspace1 q
  • Urgency and prioritization1 q
  • Impact and prioritization1 q
  • Machine learning for operational tasks1 q
  • Work routing1 q
  • Machine learning recommendations1 q
  • Data quality review1 q
  • Service operations and CI context1 q
  • State management2 q
  • Incident prioritization1 q
  • Service offering and incident context1 q
  • Data quality and operational automation1 q
  • Workspace, routing, and intelligence1 q
  • CI relationship use1 q
  • Core concepts and operational capabilities1 q
  • Enhanced Security1 q
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