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ServiceNow CIS-ITSM Exam Questions

Exam Name: Certified Implementation Specialist - IT Service Management
Exam Code: CIS-ITSM
Related Certification(s): ServiceNow Certified Implementation Specialist Certification
Certification Provider: ServiceNow
Number of CIS-ITSM practice questions in our database: 172 (updated: Aug. 07, 2025)
Expected CIS-ITSM Exam Topics, as suggested by ServiceNow :
  • Topic 1: Primary application components (Script Includes, Business Rules, etc.)/ State model and default process flow
  • Topic 2: Implementation solutions that work in conjunction with baseline application functionality/ Integration capabilities
  • Topic 3: Basic and advanced operations performed by users and the system/ Key tables used in the application
  • Topic 4: Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
  • Topic 5: Basic and advanced features in baseline installation of the current release/ Relationships among application tables
  • Topic 6: Selection of appropriate features and functions to meet business requirements/ Roles and default Access Controls
  • Topic 7: Functionality and features added or changed in the current release/ Key Performance Indicators and Benchmarks
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Reuben

1 months ago
ITSM exam success! Pass4Success's practice tests were spot-on and saved me tons of study time.
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Chanel

1 months ago
Workflow design questions are common. Know how to create and modify workflows using activities. Pass4Success really helped me with this topic.
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Jesusita

2 months ago
ServiceNow certified! Pass4Success's exam questions were invaluable for my quick preparation.
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Tracey

3 months ago
Passed the ITSM Specialist exam with flying colors! Big thanks to Pass4Success for the perfect prep materials.
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Trina

4 months ago
Be prepared for questions on request fulfillment. Understand the difference between incidents and requests. This was a key area in my exam.
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Pearlene

5 months ago
ServiceNow certification in the bag! Pass4Success made exam prep a breeze with their accurate questions.
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Stevie

5 months ago
Service level management is crucial. Know how to create and manage OLAs and UCs. The exam tests your understanding of these concepts.
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Candida

5 months ago
Expect questions on access controls and roles. Understand how to assign roles and configure ACLs. Pass4Success practice tests were spot-on for this.
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Aleta

6 months ago
Grateful for Pass4Success's help in passing the ServiceNow ITSM exam. Their questions were on point!
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Monroe

6 months ago
Configuration management is key. Know how to create and manage CIs and their relationships. The exam had several scenarios on this topic.
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Soledad

6 months ago
Asset management questions are tricky. Understand asset lifecycles and how they relate to other ITSM processes. Pass4Success had great coverage on this.
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Paris

6 months ago
ITSM Specialist exam conquered! Pass4Success's questions were incredibly similar to the real thing.
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Leila

7 months ago
Study notification configuration. Be prepared to set up email notifications for different events. This was definitely on my exam.
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Zachary

7 months ago
Just passed the ServiceNow ITSM exam, and the Pass4Success practice questions were a huge help. There was a question about policy and management issues in ITSM. It asked about the role of governance in ITSM, and I wasn't entirely sure if it was about ensuring compliance or managing risks.
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Armando

7 months ago
Service portfolio management questions appeared. Know the difference between the pipeline, catalog, and retired services. Pass4Success helped me grasp this concept.
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Chanel

7 months ago
Finally certified in ServiceNow ITSM! Pass4Success's practice tests were crucial for my success.
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Curt

8 months ago
Problem management is important. Understand how to create problem records and link them to incidents. The exam tests this workflow thoroughly.
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Karl

8 months ago
Be ready for questions on report creation and scheduling. Know how to use different chart types and data sources. Pass4Success had great practice on this.
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Azalee

8 months ago
I am happy to announce that I passed the ServiceNow ITSM exam, thanks to the Pass4Success practice questions. A question that caught me off guard was about the introduction to ITSM. It asked about the primary goals of ITSM, and I was unsure if it was about aligning IT services with business needs or something else.
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Eliz

8 months ago
Passed my ITSM Specialist exam today! Pass4Success's materials were a lifesaver for last-minute studying.
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Brock

9 months ago
Change management process questions are common. Understand the different change types and their approval processes. This was a key area in my exam.
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Laquanda

9 months ago
Excited to share that I passed the ServiceNow ITSM exam, with a lot of help from Pass4Success practice questions. One question that puzzled me was about the various ITSM processes and methodologies. It asked about the differences between ITIL and COBIT, and I wasn't entirely confident in my answer.
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Luisa

9 months ago
Knowledge management is a big focus. Know how to create, publish, and manage knowledge articles. Pass4Success practice tests covered this well.
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Ivan

9 months ago
I successfully passed the ServiceNow ITSM certification exam, and I owe it to the Pass4Success practice questions. There was a challenging question about the Service Transition phase, specifically about the key activities involved. I wasn't sure if it included knowledge management, but I still passed.
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Lucia

9 months ago
ServiceNow certification achieved! Couldn't have done it without Pass4Success's relevant exam prep.
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Augustine

10 months ago
Passing the ServiceNow ITSM exam was a great achievement for me, and the Pass4Success practice questions played a significant role. I encountered a question about the tools used in ITSM automation. It asked about the most effective tools for automating incident management, and I was unsure if it was ServiceNow or another tool.
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Mi

10 months ago
SLAs are crucial. Be prepared to calculate breach times and understand how to set up SLA definitions. The exam had several questions on this.
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Dino

10 months ago
I am thrilled to have passed the ServiceNow ITSM exam, thanks to the Pass4Success practice questions. One question that had me second-guessing was related to the key principles of Service Design. It asked about the importance of designing for both utility and warranty, and I wasn't entirely sure of the correct answer.
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Sabra

10 months ago
Phew! That ITSM exam was tough, but I made it. Pass4Success really helped me prepare quickly.
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Mozelle

11 months ago
Expect questions on catalog item creation. Study the different field types and how to configure them. Pass4Success really helped me nail this topic!
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Dottie

11 months ago
Just cleared the ServiceNow ITSM certification exam! The Pass4Success practice questions were a lifesaver. There was a tricky question about the primary objectives of Continual Service Improvement (CSI). I debated whether it was about improving efficiency or customer satisfaction, but I still managed to pass.
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Pura

11 months ago
Just passed the ServiceNow CIS-ITSM exam! Thanks to Pass4Success for the spot-on practice questions. Key tip: Know your ITIL processes inside out, especially incident management workflows.
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Jerry

11 months ago
I recently passed the ServiceNow Certified Implementation Specialist - IT Service Management exam, and I must say, the Pass4Success practice questions were incredibly helpful. One question that stumped me was about the key metrics used in ITSM to measure service performance. I wasn't entirely sure if Mean Time to Resolution (MTTR) was the correct answer, but I managed to pass the exam nonetheless.
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Nidia

11 months ago
Just passed the ServiceNow ITSM Specialist exam! Thanks Pass4Success for the spot-on practice questions.
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Teri

12 months ago
Passing the ServiceNow Certified Implementation Specialist - IT Service Management exam was a great achievement for me, and I owe it to Pass4Success practice questions. The exam covered topics like primary application components and state model. One question that I recall was related to script includes. Despite some uncertainty about the answer, I managed to pass the exam successfully.
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Hannah

1 years ago
Passed the ServiceNow CIS-ITSM exam today! Service Catalog and Request Fulfillment were major themes. Expect questions on catalog item design and workflow automation. Know your request vs. incident differences. SLAs and OLAs also featured prominently – study calculation methods and reporting. Pass4Success's exam questions were spot-on, especially for these topics. Couldn't have done it without their help!
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Kanisha

1 years ago
My exam experience for the ServiceNow Certified Implementation Specialist - IT Service Management was successful thanks to Pass4Success practice questions. The topics on implementation solutions and baseline application functionality were crucial for the exam. One question that I remember was about integration capabilities. Although I had some doubts about the answer, I was able to pass the exam.
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Kimbery

1 years ago
ServiceNow CIS-ITSM certified! The exam tested deep knowledge of Problem Management. Be ready for questions on root cause analysis techniques and trend identification. Brush up on the differences between problems and incidents. CMDB was another big topic – understand CI relationships and discovery methods. Pass4Success practice tests were invaluable for identifying my weak spots. So glad I used them!
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Theresia

1 years ago
Just passed the ServiceNow ITSM exam! A key focus was on incident management workflows. Expect scenario-based questions on prioritizing and escalating incidents. Study the incident lifecycle and SLA calculations thoroughly. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
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Anisha

1 years ago
I recently passed the ServiceNow Certified Implementation Specialist - IT Service Management exam with the help of Pass4Success practice questions. The exam covered topics such as primary application components and integration capabilities. One question that stood out to me was related to the state model and default process flow. I was unsure of the answer at first, but I managed to pass the exam.
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Alisha

1 years ago
Just passed the ServiceNow CIS-ITSM exam! Incident Management was a key focus. Expect questions on prioritization and escalation processes. Study the incident lifecycle thoroughly. Change Management also featured heavily, with scenarios on risk assessment and approval workflows. Know your CAB roles inside out. Thanks to Pass4Success for the spot-on practice questions – they were a lifesaver in my last-minute prep!
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Free ServiceNow CIS-ITSM Exam Actual Questions

Note: Premium Questions for CIS-ITSM were last updated On Aug. 07, 2025 (see below)

Question #1

What are two effective measures of performance for the Problem Management process?

Choose 2 answers

Reveal Solution Hide Solution
Correct Answer: B, D

Question #2

Your customer wants a catalog to contain two items:

1. A request with 1 approval and 2 fulfillment tasks

2. A link to a knowledge article

What type of item would you use to satisfy the requirement for the Construction request?

Reveal Solution Hide Solution
Correct Answer: A

Question #3

The ability to authorize requests is enabled using a role which requires a user license. What is this role?

Reveal Solution Hide Solution
Correct Answer: D

Question #4

Which role would give you access to the CI Class Manager?

Reveal Solution Hide Solution
Correct Answer: A

Question #5

Problem management provides what benefits for Incident management? Choose 2 answers

Reveal Solution Hide Solution
Correct Answer: B, C

https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/concept/c_ProblemManagementProcess.html


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