CIS ITSM Certification Sample Questions

The ServiceNow Certified Implementation Specialist – IT Service Management certification is a professional-level credential designed for individuals who want to validate their expertise in implementing, configuring, and managing IT Service Management solutions using the ServiceNow platform. This certification focuses on real-world ITSM implementation concepts, including incident management, problem management, change enablement, request fulfillment, knowledge management, service catalogs, workflows, automation, and platform configuration aligned with ITIL best practices.

The CIS ITSM certification is highly valuable for ServiceNow administrators, consultants, implementation specialists, system integrators, IT support professionals, and developers working in enterprise IT operations environments. Organizations across industries rely on ServiceNow ITSM solutions to improve operational efficiency, automate service delivery, streamline support processes, and enhance user experience. Earning this certification demonstrates your ability to work with core ITSM applications and contribute effectively to digital workflow transformation initiatives.

This page provides carefully structured Certified Implementation Specialist – IT Service Management certification exam questions, preparation guidance, practice strategies, and exam-focused insights designed to help aspirants strengthen their understanding of ServiceNow ITSM concepts. The practice questions on this page should be used as a learning and self-assessment resource to identify knowledge gaps, improve conceptual clarity, and enhance exam readiness.

Working through CIS ITSM practice questions regularly can significantly improve confidence before the actual exam. Practice-based preparation helps candidates understand question patterns, improve time management, reinforce configuration knowledge, and become familiar with implementation scenarios commonly tested in the certification exam. Combining official ServiceNow learning resources with practical hands-on platform experience and structured mock exam practice is one of the most effective strategies for successfully preparing for the Certified Implementation Specialist – IT Service Management certification exam.

Table of Contents

• ServiceNow CIS - ITSM Exam Details Table

• How to Prepare ServiceNow CIS - ITSM Certification?

• Career Benefits of ServiceNow CIS - ITSM Certification

• Exam Tips Of ServiceNow CIS - ITSM Certification

• FAQs - ServiceNow CIS - ITSM Certification

Certified Implementation Specialist – IT Service Management ( CIS ITSM ) - Exam Details

Exam Detail	Information
Certification Name	Certified Implementation Specialist – IT Service Management (CIS ITSM)
Provider	ServiceNow
Exam Code	CIS-ITSM
Certification Level	Professional / Implementation Specialist
Exam Format	Multiple Choice and Multiple Select
Number of Questions	Approximately 60 Questions
Exam Duration	90 Minutes
Passing Score	Typically around 70% (Subject to ServiceNow updates)
Exam Delivery	Online Proctored or Authorized Testing Center
Exam Language	English
Recommended Experience	6+ months of hands-on ServiceNow ITSM implementation experience
Core Domains Covered	Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog, CMDB, SLA, Workflow Automation
Platform Focus	ServiceNow IT Service Management (ITSM)
Official Training Requirement	ServiceNow ITSM Implementation course recommended
Exam Registration	Through official ServiceNow Certification Portal
Difficulty Level	Intermediate to Advanced
Ideal Candidates	ServiceNow Administrators, ITSM Consultants, Implementation Specialists, Workflow Developers, IT Operations Professionals
Certification Validity	Subject to ServiceNow certification maintenance policies
Recommended Preparation	Official training, hands-on labs, implementation projects, mock exams, and practice questions
Key Skills Validated	ITSM configuration, workflow implementation, service automation, platform administration, IT process optimization

How to Prepare for the Certified Implementation Specialist – IT Service Management ( CIS ITSM ) Certification

Preparing for the Certified Implementation Specialist – IT Service Management certification requires a combination of conceptual understanding, hands-on ServiceNow platform experience, and consistent practice with implementation-focused scenarios. Since the CIS ITSM exam validates practical implementation knowledge rather than only theoretical concepts, candidates should focus on both platform configuration and real-world ITSM workflows.

The first step in CIS ITSM preparation is understanding the core modules within the ServiceNow IT Service Management ecosystem. Candidates should become comfortable with Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, Service Catalogs, SLAs, CMDB relationships, assignment rules, workflows, notifications, and automation capabilities. Understanding how these modules interact within enterprise service management environments is extremely important for exam success.

Hands-on platform practice is one of the most effective ways to prepare for the certification. Instead of relying only on reading documentation, candidates should actively configure forms, create catalog items, manage workflows, configure business rules, test SLAs, and explore ITSM processes inside a ServiceNow developer or training environment. Real platform exposure helps build implementation confidence and improves retention of technical concepts commonly tested in the exam.

Using CIS ITSM certification exam questions and mock tests can significantly improve exam readiness. Practice questions help candidates understand the structure of scenario-based questions, identify weak knowledge areas, and improve decision-making under timed conditions. While practicing, focus on understanding why an answer is correct instead of memorizing responses. This approach improves conceptual clarity and helps during complex implementation-based exam scenarios.

Candidates should also build a structured study plan covering all exam domains. Breaking preparation into smaller sections such as incident workflows, change lifecycle management, service request management, knowledge bases, and reporting can make preparation more manageable. Time management is equally important. Consistent daily study sessions combined with regular revision often produce better results than last-minute preparation.

Official ServiceNow training courses, implementation guides, product documentation, and release notes are highly valuable resources during preparation. Combining official learning materials with hands-on labs, practice exams, and real-world ITSM use cases creates a balanced preparation strategy for the Certified Implementation Specialist – IT Service Management certification exam.

Reviewed & Verified by CertiMaan Certification Support Team

This Certified Implementation Specialist – IT Service Management (CIS ITSM) certification exam questions page has been carefully reviewed by the CertiMaan Certification Support Team to ensure accuracy, relevance, and alignment with the latest ServiceNow ITSM certification objectives. The questions, preparation guidance, and practice resources provided on this page are designed to help certification aspirants strengthen their understanding of ServiceNow IT Service Management implementation concepts and improve practical exam readiness.

Our review process focuses on validating certification-related technical accuracy, implementation relevance, workflow understanding, platform terminology, and ITSM best practices commonly used in enterprise environments. The content has been structured to support learners preparing for real-world ServiceNow ITSM implementation scenarios, including service operations optimization, workflow automation, incident lifecycle management, and request fulfillment processes.

The CertiMaan Certification Support Team continuously evaluates evolving ServiceNow platform capabilities, ITSM process standards, and certification blueprint updates to maintain high-quality educational content for learners, administrators, consultants, and implementation professionals. Each practice-focused section is designed to help candidates improve conceptual clarity, strengthen configuration knowledge, and become familiar with the types of implementation-driven questions commonly encountered in the CIS ITSM certification exam.

Rather than focusing on memorization, this page encourages candidates to build practical understanding through scenario-based preparation, platform exploration, mock exams, and structured revision strategies. Combining hands-on ServiceNow experience with certification-focused preparation can significantly improve confidence and overall exam performance.

Topics Reviewed: Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, Service Catalogs, SLA Management, CMDB Concepts, Workflow Automation, Assignment Rules, Notifications, ITSM Lifecycle Processes, ServiceNow Platform Administration, ITIL-Based Service Operations

Career Benefits of the Certified Implementation Specialist – IT Service Management ( CIS ITSM ) Certification

The Certified Implementation Specialist – IT Service Management certification is highly respected within the ServiceNow ecosystem because it validates practical implementation skills related to enterprise IT service management processes. As organizations continue investing in digital workflow automation and service transformation initiatives, professionals with specialized ITSM implementation expertise are increasingly in demand across industries such as banking, healthcare, telecommunications, retail, manufacturing, and technology services.

Earning the CIS ITSM certification demonstrates that you understand how to implement and configure IT Service Management solutions using the ServiceNow platform. This certification helps validate your ability to work with incident management, problem management, change enablement, request fulfillment, service catalogs, workflow automation, SLAs, and knowledge management processes in enterprise environments. Employers often view certified professionals as more prepared to handle real-world implementation scenarios and service optimization initiatives.

One of the major advantages of the CIS ITSM certification is career growth within the ServiceNow ecosystem. Professionals who earn this credential often pursue roles such as:

• ServiceNow ITSM Consultant

• ServiceNow Implementation Specialist

• ServiceNow Administrator

• IT Service Management Analyst

• ServiceNow Developer

• Workflow Automation Consultant

• Service Delivery Specialist

• Platform Support Engineer

• Enterprise Service Management Consultant

The certification also strengthens professional credibility when working on ServiceNow implementation projects. Many organizations prefer certified consultants and administrators because certification demonstrates platform familiarity, process understanding, and commitment to industry-standard ITSM practices. This can be especially beneficial for professionals involved in digital transformation programs, IT operations modernization, and enterprise workflow automation initiatives.

Another important career benefit is skill validation. The CIS ITSM certification confirms your understanding of ITIL-aligned service management concepts and your ability to apply those concepts using the ServiceNow platform. This combination of process knowledge and technical implementation capability is valuable for organizations seeking to improve operational efficiency, automate repetitive tasks, reduce service downtime, and enhance end-user support experiences.

The certification can also support long-term career progression within the broader ServiceNow certification path. After gaining ITSM implementation expertise, professionals often expand into advanced areas such as IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), Governance Risk and Compliance (GRC), SecOps, and platform architecture roles. This creates opportunities for continuous professional development within one of the most widely adopted enterprise workflow platforms in the industry today.

40+ CIS ITSM Certification Exam Questions List :

1. A new problem manager wants a high level view of the activities in problem management. What module do you recommend?

1. Problem > Overview

2. Problem > Homepage

3. ITIL Manager > Homepage

4. Problem > Process Health Dash

2. When using Catalog Builder, what can be built using templates? (Choose two.)

1. Order guides

2. Knowledge articles

3. Catalog items

4. Content items

5. Record producers

3. Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

1. Catalog Builder

2. Catalog Designer

3. Catalog Item Builder

4. Catalog Wizard

4. After publishing an Item via Catalog Builder, the associated update set is set to which state?

1. New

2. Complete

3. In progress

4. Published

5. Explanation

5. Users with which role can Communicate a workaround or fix? (Choose two.)

1. problem_task_analyst

2. itil_admin

3. problem_coordinator

4. problem_admin

6. When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

1. Item Admins

2. Editors

3. Item Owners

4. Authors

7. On an incident record, where are the fields that appear on the caller lookup select box defined?

1. The Caller lookup field on the [user] table

2. The ref_ac_column attribute from the dictionary entry

3. The form design of the caller lookup form

4. The ref_contributions attribute on the caller lookup form

8. How are the relationships between services and offerings that are built in Service Portfolio Management transferred to the Configuration Management Database (CMDB)?

1. All CMDB relationships and dependencies are automatically created upon publishing the service and offerings

2. Only parent:child (service:offering) relationships are automatically created in the CMDB

3. If the service is defined as a business service, the relationships and dependencies will be automatically in the CMDB

4. Any required CMDB relationships and dependencies must be created manually

9. From a data model perspective, which table is the base class for the configuration management database?

1. Asset [asset]

2. Base Item [cmdb_base_item]

3. Configuration Item [cmdb_ci]

4. Base Configuration Item [cmdb]

10. The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed Problem. Which module could they use to make this change?

1. System UI > UI Action Groups

2. Problem > Administration » Problem Properties

3. State Management > State Models

4. System UI > Form Actions

5. System UI > UI Actions

11. Incident management includes limited functionality for what advanced reporting capability?

1. Analytics Dashboards

2. Machine Learning Metrics

3. Performance Analytics

4. KPI Reports

12. You have just released a new Change Model to the testers. Testers report they can see the old change models, but cannot see the new change model on the change landing page. What could cause this?

1. Testers need itil role to see the change models

2. Workflow has not been published

3. New change models are only visible to Change Managers

4. New change model needs Active to be set to True

13. Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

1. It is not part of the baseline instance

2. Too many options may confuse users and increase mis-categorization

3. It is difficult to implement

4. Choices have no additional metadata to drive process

14. What are the components of a Flow Action?

1. Indexes, Processes and Outputs

2. Processes, Subprocess and Action Steps

3. Inputs, Processes, Subprocesses, and Outputs

4. Inputs, Action Steps and Outputs

15. What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

1. Service mapping

2. Service portfolio management

3. Service catalog management

4. Catalog item management

16. Your client indicates they would like a way to designate VIP callers on an incident form. How would you accomplish this?

1. VIP Flag dictionary entry

2. VIP Flag field style

3. VIP Flash action script

4. VIP Flag reference decorator

17. Your Problem Manager has a structured problem management process, which includes a final review of the solution implemented and of the data regarding incident reduction. When a problem is resolved, after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to the Problem assignee. What feature would you use to meet this requirement?

1. State Model

2. Flow Designer

3. Workflow Dashboard

4. Task Creator

5. Action Modeler

6. Explanation

18. Roles control which users can perform which actions on a change record. What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)

1. Update Change Type on an existing change record

2. Delete a Standard Change Template

3. Delete a Change record

4. Delete CAB Definition

19. On the Unauthorized Change Properties module what can you configure? (Choose two.)

1. Enable/Disable creation of Unauthorized changes

2. CI classes to monitor

3. Maximum number of unauthorized change records for a CI

4. Unauthorized Change Dashboard

20. When a user submits a service request from a catalog, what actions are triggered, based on the flow definition? (Choose three.)

1. Tasks

2. Notifications

3. Approvals

4. Access Controls

5. Action Specs

Exam Tips for Certified Implementation Specialist – IT Service Management ( CIS ITSM ) Certification

Preparing for the Certified Implementation Specialist – IT Service Management certification becomes much easier when candidates follow a structured and exam-focused strategy. Since the CIS ITSM exam tests both conceptual understanding and implementation-level platform knowledge, it is important to combine theory, hands-on practice, and consistent revision throughout your preparation journey.

One of the most effective exam tips is to thoroughly understand the core ITSM lifecycle processes within the ServiceNow platform. Focus heavily on Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, SLAs, CMDB relationships, Service Catalogs, and workflow automation. Many exam questions are scenario-based, so understanding how these modules function together in real enterprise environments is extremely important.

Candidates should avoid depending only on memorization. Instead, spend time practicing configurations directly inside a ServiceNow environment. Create catalog items, configure assignment rules, test approval workflows, explore SLA behavior, and understand how different ITSM components interact with each other. Practical platform exposure improves confidence and helps candidates answer implementation-oriented questions more accurately during the exam.

Time management is another critical factor. The CIS ITSM exam contains multiple-choice and multiple-select questions that may include lengthy implementation scenarios. During practice exams, train yourself to read questions carefully, identify keywords, eliminate incorrect options, and avoid rushing through answers. Developing this habit can help reduce mistakes caused by misinterpreting technical scenarios.

Using mock exams and CIS ITSM practice questions regularly can significantly improve readiness. Practice tests help candidates become familiar with question patterns, strengthen weak areas, and improve overall exam confidence. After each mock test, review incorrect answers carefully and revisit the related ServiceNow concepts or documentation.

Candidates should also pay attention to official ServiceNow terminology and process definitions. The exam often uses platform-specific language related to workflows, forms, tasks, approvals, notifications, and service management processes. Understanding official terminology can make scenario interpretation much easier during the actual certification exam.

Finally, maintain a balanced preparation approach. Combine official training resources, hands-on labs, implementation scenarios, revision notes, and practice exams rather than relying on a single study method. Staying consistent, practicing regularly, and building conceptual clarity are some of the most effective ways to improve confidence and perform successfully in the Certified Implementation Specialist – IT Service Management certification exam.

21. What are key relationships between Change and Release Management? (Choose three.)

1. Change includes planning and approvals; Release includes building, testing and execution of changes

2. Change management provides governance, which includes Release management

3. A Release can contain one or more Changes

4. Release management application is required, to use the Change management application

5. A Change can contain one or more Releases

22. When using the Email Client, what is the difference between an Email Template and a Quick Message?

1. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

2. Email Templates are included with ITSM; Quick Messages are new with Machine Learning

3. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

4. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

23. What do you use to identify who will have access to particular items in a service catalog?

1. User access rules

2. Access criteria

3. Security rules

4. Availability rules

5. User criteria

24. When building out a service catalog, categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories? (Choose three.)

1. catalog_builder_editor

2. itil_admin

3. catalog_editor

4. catalog_admin

5. catalog_manager

25. When building multiple catalog items, which components should be evaluated for consolidation and re-use? (Choose two.)

1. Flows and Subflows

2. Workflow Triggers

3. Sets of variables

4. Approvals

26. How is granular read and write access for a specific change model defined?

1. Configuring ACL's on the chge_model table

2. Change properties

3. Configuring ACL's on the Create New landing page

4. Setting Advanced Security to true and applying user criteria

27. What is a core difference between an Incident and a Problem?

1. Incidents are focused on the quickest resolution; Problems are focused on root cause analysis

2. Incidents can be any priority; Problems are high or critical

3. Incidents are the same as a Problem

4. Incidents are focused on one individual having an issue; Problems are when you have many people having the same issue

28. By default, an Assignment group is automatically set on a change request record because of a business rule. How is the group identified?

1. Support group on CI record, or if empty, the Support group on the Service

2. Change group on CI record, or if empty, the Change group on the Service offering

3. Support group on CI record, or the default assignment group for the user

4. Support group on CI record, or if empty, the Support group on the Service offering

29. At which level can the type of knowledge feedback be enabled or disabled?

1. Knowledge article

2. Knowledge article template

3. Knowledge category

4. Knowledge base

30. When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

1. Manager

2. Owner

3. Contributors

4. Editors

31. Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

1. Run Books

2. Flows

3. Decision Tables

4. Actions

5. Playbooks

32. A CAB manager is looking for a way to make their CAB meetings more organized and efficient. They want to be able to: • Define CAB meeting agendas • View change calendars • Review, Approve or Reject changes directly from the change application What feature would you recommend?

1. Change Overview

2. CMDB Health Dashboard

3. CAB Taskboard

4. Change CAB Dashboard

5. CAB Workbench

33. What are key relationships between Changes and Incidents? (Choose two.)

1. Incidents autoclose upon closure of a related Change

2. Incidents can be caused by a Change

3. Incident owners are part of the change approval workflow

4. A Change can resolve Incidents

34. 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?

1. The Assignment group field remains empty

2. The Assignment group field is populated with agent’s user group

3. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action

4. The agent is prompted to select the Assignment group

35. Risk is configured by default, to calculate Risk = High for a change that is scheduled with only 3 days lead time. Your customer’s change policy requires that changes be requested with 5 days lead time. How would you satisfy this requirement?

1. Update the Risk Matrix for insufficient lead time

2. Update the Calculate Risk UI Action

3. Update the Risk Condition for Insufficient lead time

4. Update the Risk Property for Insufficient lead time

5. Update the Risk Assessment Matrix for Insufficient lead time

36. Where can a change manager define the conditions that must be met before a change request can move from one state to another?

1. State conditions

2. Dictionary Overrides

3. Model State Transition Conditions

4. State choices

37. Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you meet this requirement? (Choose two.)

1. Enable system property com.snc.incident.incident_task.closure

2. Edit system property com.snc.incident.autoclose.basedon.resolved_at

3. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes

4. On Incident Properties, for Autoclose Incident Tasks, select Yes

38. Your customer wants to limit the users who are able to see internal Network requests, to members of the Network department. Which roles would enable you to make these required changes? (Choose two.)

1. catalog_editor

2. user_criteria_admin

3. catalog_admin

4. catalog_manager

39. Where are the timeframe conditions for sending an SLA breach warning notification defined?

1. SLA trigger conditions

2. SLA definition record

3. SLA Properties application

4. Default SLA flow

40. Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)

1. Re-use existing categories from legacy systems

2. Define categories based on the customer’s CMDB classes

3. Re-use existing categories from incident management

4. Define categories based on ITIL problem taxonomy

Frequently Asked Questions ( FAQs ) – Certified Implementation Specialist – IT Service Management ( CIS ITSM ) Certification

1. What is the Certified Implementation Specialist – IT Service Management (CIS ITSM) certification?

The CIS ITSM certification is a professional credential offered by ServiceNow that validates a candidate’s ability to implement and configure IT Service Management solutions using the ServiceNow platform.

2. Who should take the CIS ITSM certification exam?

This certification is ideal for ServiceNow administrators, ITSM consultants, implementation specialists, workflow developers, IT support professionals, and individuals working with enterprise service management processes.

3. Is the CIS ITSM certification difficult?

The difficulty level is generally considered intermediate to advanced because the exam focuses on practical implementation scenarios, workflow understanding, and platform configuration concepts rather than only theoretical knowledge.

4. What topics are covered in the CIS ITSM certification exam?

The exam commonly covers Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, Service Catalogs, SLAs, CMDB concepts, workflow automation, notifications, and ITSM lifecycle processes.

5. How long should I prepare for the CIS ITSM certification?

Preparation time depends on your experience level. Candidates with hands-on ServiceNow exposure may prepare within a few weeks, while beginners may require a few months of structured study and platform practice.

6. Are hands-on labs important for CIS ITSM preparation?

Yes. Hands-on practice is one of the most important parts of CIS ITSM preparation because the exam includes implementation-oriented and scenario-based questions related to real platform usage.

7. What is the best way to prepare for the CIS ITSM certification exam?

A balanced preparation approach works best. Candidates should combine official ServiceNow training, product documentation, hands-on labs, mock exams, and practice questions for effective preparation.

8. Does the CIS ITSM certification require knowledge of ITIL concepts?

Yes. Understanding ITIL-based IT Service Management processes is highly beneficial because many ServiceNow ITSM workflows and operational practices align with ITIL principles.

9. Can practice questions help in passing the CIS ITSM exam?

Practice questions can significantly improve exam readiness by helping candidates understand question patterns, strengthen weak areas, improve time management, and build confidence before the actual exam.

10. What career roles are available after earning the CIS ITSM certification?

Professionals with the CIS ITSM certification often pursue roles such as ServiceNow ITSM Consultant, ServiceNow Administrator, Workflow Automation Specialist, IT Service Management Analyst, and ServiceNow Implementation Specialist.

11. Is the CIS ITSM certification valuable for career growth?

Yes. The certification is widely recognized in the ServiceNow ecosystem and can help professionals validate implementation skills, improve professional credibility, and support career advancement opportunities.

12. Where can I find official resources for CIS ITSM preparation?

Candidates should use official resources such as the ServiceNow Now Learning Platform, ServiceNow product documentation, official certification guides, and the ServiceNow developer portal for accurate preparation.

13. Does the CIS ITSM certification expire?

ServiceNow certification maintenance policies may change over time. Candidates should regularly check official ServiceNow certification updates regarding renewal or maintenance requirements.

14. Are mock exams useful for the CIS ITSM certification?

Yes. Mock exams help simulate the real exam environment, improve confidence, strengthen time management skills, and identify areas that require additional study.

15. What is the main benefit of earning the CIS ITSM certification?

The main benefit is validating your ability to implement and manage ServiceNow ITSM solutions effectively, which can improve professional recognition and create opportunities within enterprise IT service management projects.