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ServiceNow CIS-ITSM Exam Questions
- 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
Free ServiceNow CIS-ITSM Exam Actual Questions
Note: Premium Questions for CIS-ITSM were last updated On Aug. 02, 2026 (see below)
When customers ask to move existing service requests (catalog items) from other platforms, what is a good practice to follow?
According to ServiceNow Service Catalog best practices, migrating 'as-is' from a legacy system often carries over inefficient processes and 'catalog sprawl.' The recommended approach is to Review existing items to identify commonalities. By doing so, administrators can use Variables and Variable Sets to create dynamic, flexible items that serve multiple purposes. This reduces the total number of items to maintain, simplifies the user experience, and ensures that the catalog remains scalable. Combining items based on shared workflows or data requirements is more efficient than simply grouping them into Order Guides or maintaining redundant, individual items.
On a request form, the requester needs to indicate when they need to receive the item.
What Variable type would you use for this information?
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record.
What advice do you give regarding SLAs on Problem records?
https://docs.servicenow.com/ja-JP/bundle/utah-it-service-management/page/product/problem-management/concept/c_ProblemManagementProcess.html
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?
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
Reviewed code for UI Action in Tokyo/Utah/Vancouver. It just prints an error message and does nothing, so answer is A.
if (current.assignment_group.nil()) {
var memberGroups = new global.IncidentUtils().getMemberGroups(gs.getUserID(), 2);
if (memberGroups.length > 1) {
gs.addErrorMessage(gs.getMessage('Assigned to user {0} is member of multiple groups, please select one as Assignment group ', [gs.getUserDisplayName()]));
return;
}
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