Last Updated: Aug 20, 2026
No. of Questions: 201 Questions & Answers with Testing Engine
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Following are the quick details related to the CIS-ITSM Certification Exam
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
Exam Price: $150 (USD)
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam Registration: Registration should be done using the ServiceNow Webassessor. For successful exam registration, candidates must have exam vouchers that can be obtained on completing the prerequisite pieces of training for ITSM implementation.
Exam Mode: On-line Proctored Exam. Candidates can take the examination from any place at any time as per their convenience. Candidates also have the option to give exams at any of the authorized training centers. Candidates can select the exam mode based on their convenience at the time of registration. In both testing venues, the exam is conducted through a consistent, friendly, user interface customized for ServiceNow tests.
Exam type: Multiple Choice Questions
Duration: 90 minutes
Exam Code: ServiceNow CIS-ITSM Certification Exam
Number of Questions: 65 Questions
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Preparation Guide for ServiceNow CIS-ITSM Certification Exam
Introduction
The Certified Implementation Specialist - IT Service Management Certification Exam certifies the candidate having skills and essential knowledge to configure, implement, and maintain ServiceNow ITSM application.
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 20% | - Problem lifecycle, identification, and investigation - Known error and workaround management - Problem resolution and closure processes - Root cause analysis and documentation |
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows |
| Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
| Change Management | 20% | - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation |
| Incident Management | 30% | - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules |
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