ServiceNow CIS - ITSM
By Mr Sparkles · Updated Jun 20, 2026
| Certification | CIS – IT Service Management (CIS-ITSM) |
| Questions | 150 |
| Passing Score | 75% |
| Format | 97% Multiple Choice |
| Sessions Logged | 2,222 |
| Your progress | Log in / Register to track times taken, best score, questions mastered, and coverage on this quiz. |
| Rating |
Certification Summary
The ServiceNow CIS-ITSM certification is the standard hurdle for anyone tasked with configuring or deploying these core modules in a real-world enterprise environment. You are the target audience if your job involves mapping business requirements into the platform or managing the technical debt that accumulates when teams try to force-fit their legacy processes into standard workflows. It is less about theory and more about demonstrating that you understand how the system is actually wired.
You will see the exam focus heavily on Incident Management, Change and Release Management, and Service Catalog and Request Management, as each accounts for 25 percent of the test. Problem Management makes up 15 percent of the questions, while Knowledge Management and the Configuration Management Database represent the remaining 5 percent each. Focus your attention on how these modules talk to each other, because the exam prioritizes the mechanics of the platform over the administrative theater that usually happens in the office.
Topics covered
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
Question catalog for this preview
Catalog listing of the 5 preview questions for this quiz.
Question 1
A process owner is configuring how agents create a new record from an existing incident when another user has a similar issue. The new record should inherit approved field values from the source incident, but resolution details should remain specific to the original record.
Which feature should be used?
Question 2
A configuration manager reviews a CMDB health dashboard and notices many server CI records are missing required values such as support group, owner, location, and environment. The concern is that key fields are not populated well enough to support service operations.
Which health metric is being evaluated?
Question 3
A service desk agent is handling a user report that email is unavailable. The agent needs to restore service for the affected user and track the interruption through the normal service restoration process.
Which record type should be used?
Question 4
A service desk lead is designing the minimum information agents should capture when creating incidents for application access failures. The goal is to support assignment, impact assessment, and restoration work without overloading intake.
Which fields or details best support that design?
Question 5
A service owner is defining a premium support offering for a customer-facing application. The offering needs documented expectations for response targets, support coverage, and measurable service outcomes.
Which record type is most directly tied to those expectations?