CIS ITSM Exam Dumps & ServiceNow Practice Questions 2025

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 2025.

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

13. 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

2. 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

14. 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

3. 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

15. 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

4. 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

16. 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

5. 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]

17. 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

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

1. Analytics Dashboards

2. Machine Learning Metrics

3. Performance Analytics

4. KPI Reports

18. 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

7. 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

19. 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

8. 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

20. 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

9. 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

21. 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

10. 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

22. 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

11. 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

23. 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

12. 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

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.