CIS ITSM Exam Dumps & ServiceNow Practice Questions 2026

Accelerate your preparation for the Certified Implementation Specialist – IT Service Management (CIS ITSM) exam with our updated CIS ITSM dumps, real exam-style sample questions, and mock practice tests. These dumps are aligned with the latest ServiceNow exam blueprint and include topics such as incident, problem, change, request, and configuration management. Whether you're aiming to certify your ServiceNow implementation skills or seeking to upgrade your ITSM consulting career, our CIS ITSM material offers the most reliable way to practice and pass. All content is designed to mirror the real exam format and is ideal for ServiceNow professionals targeting certification success in 2026.

CIS ITSM Dumps & Sample 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

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

41. Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop. What Now Create assets do you recommend they review, to prepare? (Choose two.)

1. ITSM - Business Outcomes and Corresponding KPIs

2. Service Catalog and Request Mgmt - Process Guide

3. IT Service Management - Typical Challenges and Remediation

4. Service Catalog and Request Mgmt - Workshop Preparation Guide

42. In the CAB workbench, what are some ways the CAB manager can identify the Change requests to be added to a particular meeting agenda? (Choose two.)

1. Change requests planned within a certain date range

2. Change requests meeting different conditions, like Risk level or Type

3. Use any of the options on the Agenda Criteria Tab

4. Change requests for a certain Change Flow Definition

43. Problem and Problem Task records, move automatically from New to Assess states, when which fields are filled? (Choose two.)

1. Short Descriptor

2. Configuration Item

3. Assigned to

4. State

44. 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?

1. SLAs are essential to problem management, as support specialists need to quickly identify root causes

2. SLAs are available for problem management, but require custom code

3. SLAs may be counterproductive to problem management, as the key objective is to permanently fix an error no matter how long that may take

4. SLAs are recommended in the ITIL framework for problem management

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

1. approver

2. approver_user

3. sn_approval_write

4. sc_approver

46. Which of the following defines the approvals that should be applied to a change request?

1. Change approval business rules

2. Change approval script includes

3. Change approval UI actions

4. Change approval policy

47. When modifying a Change Flow, a library is available of re-usable components for your flow. What are these components called?

1. Flow activities

2. Properties

3. Flow actions

4. Attributes

48. Which role has the ability to configure and manage Incident Management properties?

1. incident_manager

2. incident_admin

3. itil

4. itil_admin

49. When configuring stages in Flow Designer, what are some of the options that can be done? (Choose two.)

1. Define a Service Level Agreement for a stage

2. States for the requested item records can be renamed

3. Estimated durations can be set

4. Stage labels and names can be changed

50. Which type of catalog item may be found in a Service Catalog?

1. Categories

2. Order guides

3. Requested Items

4. Execution Plans

51. Which capability provides visibility to data joined between multiple tables?

1. Published Reports

2. Database Views

3. Breakdown Sources

4. Custom Tables

5. Metric Tables

52. What are key relationships between Change and Problem records? (Choose two.)

1. A Change can cause a Problem

2. Changes which cause Incidents, should have an associated Problem

3. A Problem must be associated with a Change, before it can be closed

4. A Problem can be solved by a Change

53. A new Problem Coordinator accidentally created several problem investigations that need to be deleted. What role is required to delete a problem record?

1. sn_problem_delete

2. problem_manager

3. problem_admin

4. itil_manager

5. problem_coordinator

54. In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service Catalog module. Your customer wants to make modifications to this home page, to add, remove and re-arrange the categories. Users with what roles can make these edits? (Choose two.)

1. sc_catalog_admin

2. admin

3. catalog_admin

4. sn_catalog_homepage_write

5. catalog_editor

55. What tools are available to the assignee to help resolve an Incident? (Choose two.)

1. Knowledge Articles

2. CI Class Manager

3. Enterprise CMDB Dashboard

4. Incident Overview Dashboard

5. Workarounds

56. Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

1. The problem coordinator is responsible for approving or rejecting the proposed message

2. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

3. The problem coordinator is the only role with the ability to recall a message

4. The message will be automatically displayed on the Portal

57. Which of the following can leverage user criteria for controlling access?

1. catalog items

2. catalog variables

3. catalog topics

4. catalog taxonomy

5. catalog categories

58. What functionality can be used to define the sequence of activities that should be taken to complete catalog items? (Choose two.)

1. Workflow

2. State Transitions

3. Flow

4. Activity May

59. The Problem table is extended from what table?

1. Task

2. Major Incident

3. Incident

4. Outage

5. Problem Task

60. Which type of catalog item may be found in a Service Catalog?

1. Categories

2. Content Items

3. Execution Plans

4. Requested Items

61. When a user clicks on the Communicate fix UI action on the Problem form, what happens?

1. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold, Awaiting Problem

2. Fix is written to the Work notes field on any Incident associated with the problem, which is Active

3. Fix is written to the Comments field on any Incident associated with the problem, which is Active

4. Fix is written to a draft Knowledge article

62. Where can a change manager define the interval frequency for unauthorized change detection?

1. Event Processing Properties module

2. The ci.change.unplanned business rule

3. Unauthorized change flow

4. Unauthorized Change Properties module

63. Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include: • Default • Major incidents • Self Service • Mobile What are these UI layouts called in the Now Platform?

1. Workspaces

2. 
   

3. Form Layouts

4. Form Designs

5. Forms

6. Views

64. What is the minimum number of offering(s) a service must have to move to the Catalog phase?

1. 2

2. 3

3. 1

4. 4

65. Which organizational role is responsible for the overall administrative capabilities of a portfolio?

1. Portfolio Owner

2. Service Manager

3. Service Owner

4. Portfolio Manager

66. What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

1. Document a Known error

2. Document Five Whys

3. Complete Investigation

4. Publish Workaround

67. Which type of catalog item may be found in a Service Catalog?

1. Record Producers

2. Requested Items

3. Categories

4. Execution Plans

68. What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

1. Pin Article

2. Comment on Article

3. 5 Star scale

4. Helpful?

5. 10 Star scale

6. Flag Article

69. What tools are available to the assignee to help resolve an incident? (Choose two.)

1. Knowledge Articles

2. Incident Overview Dashboard

3. CI Class Manager

4. Enterprise CMDB Dashboard

5. Known Errors

70. When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

1. New interaction is created from the message

2. New case is created from the message

3. Email is rejected and auto-reply sent to sender

4. New incident created from the message

71. Which of the following cannot be defined or set through a Catalog UI Policy?

1. Setting a variable to mandatory

2. Reverse UI Policy if conditions are false

3. Apply a requirement to all form views

4. Setting a variable to read-only

72. ServiceNow contains a resource with information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery and performance targets. What is this resource called?

1. Service Map

2. Service Dashboard

3. Service Portal

4. Service Catalog

5. Service One Stop Shop

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

1. itil_admin

2. problem_manager

3. problem_task_analyst

4. problem_admin

74. Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?

1. Change Assess Approval Subflow

2. Change Approval Policy

3. Change Approval Subflow

4. Change Approval Matrix

75. Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that: The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change What could you do on the incident form, for the Assignment Group field, to resolve this issue?

1. Add Dictionary Override to specify the Incident group Reference Qualifier

2. Modify the choice list to include only the appropriate group types

3. Add a UI action to hide the Network CAB group from the list

4. Add a UI action to provide an error message if the Network CAB group is selected

FAQs

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

The ServiceNow CIS-ITSM certification validates your ability to implement, configure, and manage IT Service Management applications within the ServiceNow platform. It ensures you can align IT services with business goals efficiently.

2. How do I become a ServiceNow Certified Implementation Specialist in ITSM?

To earn this certification, you must complete the ServiceNow ITSM Fundamentals course and pass the CIS-ITSM exam, which tests your knowledge of ITSM processes, configurations, and best practices.

3. What are the prerequisites for the CIS-ITSM certification exam?

Candidates should have completed the ServiceNow Fundamentals training, have 6 months of hands-on experience with ServiceNow ITSM, and be familiar with implementation and configuration tasks.

4. How much does the ServiceNow CIS-ITSM certification cost?

The exam costs $300 USD, and the retake fee is $150 USD, excluding applicable local taxes.

5. What topics are covered in the ServiceNow CIS-ITSM exam?

The exam covers Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Configuration Management Database (CMDB).

6. How difficult is the CIS-ITSM certification exam?

The exam is moderately challenging, requiring strong familiarity with ServiceNow ITSM workflows, real-world implementation experience, and solid preparation.

7. How long does it take to prepare for the ServiceNow CIS-ITSM exam?

Most candidates take 4–6 weeks to prepare, depending on their prior knowledge of ServiceNow and study consistency.

8. What is the passing score for the ServiceNow CIS-ITSM certification?

The passing score is 70%, based on 60 multiple-choice questions that must be completed within 90 minutes.

9. Is the ServiceNow CIS-ITSM certification worth it?

Yes. It’s highly valued among IT professionals and consultants, helping you advance your career in IT service delivery, consulting, and ServiceNow platform management.

10. What are the best resources to prepare for the ServiceNow CIS-ITSM certification exam?

Use ServiceNow’s official training and documentation, along with CertiMaan’s practice tests, dumps, and preparation guides for thorough and effective preparation.