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Exam Review

Key Facts: ServiceNow CIS-ITSM Exam

60

Exam Questions

ServiceNow blueprint

90 min

Exam Duration

ServiceNow blueprint

$450

Current Exam Fee

ServiceNow mainline pricing

$225

Retake Fee

ServiceNow retake policy

CIS-DF

Prerequisite

January 2026 blueprint

Annual

Maintenance

CMP / delta exams

The current ServiceNow CIS-ITSM blueprint, updated in January 2026, uses 60 questions in 90 minutes and requires the CIS Data Foundations certification before registration. ServiceNow does not publish the cut score, but the exam heavily weights Incident Management, Change Management, and Service Catalog/Request Management at 25% each, with Problem Management at 15% and Service Portfolio Management plus CMDB at 5% each.

Sample ServiceNow CIS-ITSM Practice Questions

Try these sample questions to review concepts for the ServiceNow CIS-ITSM exam. Each question includes a detailed explanation. Start the interactive quiz above for the full 195+ question experience with AI tutoring.

1In base ServiceNow ITSM configuration, what happens to a resolved incident if no one reopens it?
A.It is deleted after 7 days
B.It automatically moves to Closed after 7 days
C.It remains Resolved until an agent closes it manually
D.It converts to a problem after 7 days
Explanation: In the base configuration, a resolved incident automatically moves to Closed after 7 days. This keeps the lifecycle moving without requiring manual follow-up on every resolved record.
2A widespread outage requires networking, identity, and messaging teams to work in parallel while leadership wants one communication hub. What is the best record design?
A.One major incident with child incidents for the specialist teams
B.Three unrelated major incidents, one for each resolver group
C.One problem record with no incident records
D.One catalog request with fulfillment tasks
Explanation: A parent major incident provides a single place for stakeholder communication and status. Child incidents let specialist teams work independently while remaining coordinated under the same outage.
3In the out-of-box incident priority design, which fields should analysts set to drive priority?
A.Impact and urgency
B.Category and subcategory
C.State and assignment group
D.Caller and configuration item
Explanation: Out of the box, incident priority is derived from impact and urgency. This keeps prioritization consistent and avoids agents setting priority arbitrarily.
4Before configuring incident assignment rules, which requirement should be documented first?
A.Which support groups own specific services, categories, or CI types
B.Which colors the service desk dashboard should use
C.How many closed incidents to archive each month
D.Which managers prefer email instead of notifications
Explanation: Assignment rules are only as good as the ownership model behind them. If service, category, or CI ownership is unclear, routing automation will be inconsistent and expensive to maintain.
5The business wants one target for first response and a separate target for restoring service. What should be configured?
A.A single resolution SLA only
B.Separate response and resolution SLAs
C.A problem task for every incident
D.A CAB approval before assignment
Explanation: Response and resolution are different commitments and should be measured separately. Using distinct SLAs gives clearer reporting and avoids masking slow response with fast resolution or the reverse.
6A service desk restores email by restarting a service, but the outage has happened several times this month and the root cause is unknown. What should happen next?
A.Create a problem and relate the recurring incidents to it
B.Close the incident and take no further action
C.Open a catalog item for the email team
D.Convert the incident directly into a standard change
Explanation: Incident Management restores service quickly, but repeated incidents indicate an underlying issue. A problem record gives the team a place to investigate root cause and track prevention work.
7Service has been restored, but the team wants a short period for user confirmation before final closure. Which incident state is the best fit?
A.New
B.On Hold
C.Resolved
D.Canceled
Explanation: Resolved indicates that restoration work is complete while still allowing a confirmation or reopen window. Closed is the final state and should come after that validation period.
8One incident requires the desktop team to replace a laptop and the security team to revoke tokens at the same time. What is the best design?
A.Create two unrelated incidents
B.Use incident tasks under the same incident
C.Use a request and requested items instead of an incident
D.Close the incident and open a problem
Explanation: Incident tasks are appropriate when multiple discrete activities must be tracked under one service restoration record. They keep the main incident as the user-facing record while allowing parallel work assignment.
9During a major incident, which record should normally act as the main status and stakeholder communication hub?
A.The parent major incident
B.The oldest child incident
C.A related problem record
D.A change request
Explanation: The parent major incident is the central coordination record. Child incidents and tasks support technical work, but the parent should remain the primary status and communication point.
10A regional network outage affects 12 branch offices, and each office needs its own field dispatch notes and local ownership. What is the most scalable approach?
A.Create one incident with all branch notes mixed together
B.Create a parent incident with a child incident for each branch
C.Create one problem record only
D.Create a separate catalog request for each branch
Explanation: A parent-and-child incident structure separates local work while preserving overall outage coordination. This pattern scales better than forcing all branch activity into one record with crowded updates and conflicting assignments.

About the ServiceNow CIS-ITSM Exam

The ServiceNow CIS-ITSM exam validates implementation skills for ServiceNow IT Service Management. It emphasizes incident, problem, and change design plus service catalog, service portfolio, and CMDB configuration decisions that support production ITSM deployments.

Exam sponsor: ServiceNow / Pearson VUE. The requirements and fees below concern the certification or admission exam, separate from our free practice resources.

Questions

60 questions

Time Limit

90 minutes

Passing Score

Not publicly disclosed

Exam / Certification Fees

$450

Exam sponsor website

Reported exam pass rate: Not published. ServiceNow does not publish exam-level pass rates Exam sponsor website

Fees, eligibility, and exam policies can change. Confirm them with the exam sponsor before applying or paying.

Our practice resources: topics covered

We aim to reflect publicly available exam outlines and topic information in our study resources. Coverage, format, and difficulty may differ from the actual exam, and we cannot guarantee that every detail is accurate or current. Confirm exam requirements, fees, and policies with the official exam sponsor.

25%

Incident Management

Incident architecture, scoping and requirements, and incident lifecycle configuration including major incident considerations.

15%

Problem Management

Problem architecture, scoping decisions, known error and root-cause workflows, and lifecycle configuration.

25%

Change Management

Change architecture and configuration including models, approvals, risk, conflict detection, blackout windows, and implementation governance.

5%

Service Portfolio Management

Service portfolio structure, service and service offering relationships, and role-based visibility for portfolio records.

25%

Service Catalog and Request Management

Catalog architecture, scoping and requirements, request configuration, fulfillment design, variables, approvals, and integrations.

5%

Configuration Management Database

CMDB concepts that matter to ITSM implementations, including classes, governance, maintenance windows, and conflict/impact dependencies.

Preparing for the ServiceNow CIS-ITSM Exam

What You Need to Know

  • Passing score: Not publicly disclosed
  • Exam length: 60 questions
  • Time limit: 90 minutes
  • Exam / certification fees: $450 Official sources

Using Our Practice Resources

  • Work through all 195 available questions
  • Review every answer and explanation
  • Track weak areas and revisit them
  • Use our AI tutor for tough concepts

ServiceNow CIS-ITSM: Suggested Study Strategy

1Treat Incident, Problem, and Change as related but distinct process designs because CIS-ITSM tests when each table, state model, and governance mechanism should be used.
2Practice change conflict scenarios with blackout periods, maintenance windows, and scheduled changes because those are explicit blueprint concepts and common exam distractors.
3Know the relationships between request, requested item, and catalog task records before you study fulfillment automation.
4Use a Personal Developer Instance to configure major incident, problem, change approval, record producer, and catalog variable behavior hands-on.
5Review service portfolio and service offering visibility roles even though that domain is only 5%, because those questions are usually straightforward points if you know the object model.
6Keep CMDB preparation practical: focus on classes, maintenance windows, service relationships, and how CMDB data affects impact and conflict decisions in ITSM.

Frequently Asked Questions

What changed for CIS-ITSM in 2026?

The live CIS-ITSM blueprint was updated in January 2026 and now requires the Certified Implementation Specialist - Data Foundations certification before you can register. ServiceNow temporarily suspended enforcement through January 31, 2026, but that grace period has already ended as of March 9, 2026.

How many questions are on the exam and how long do I get?

ServiceNow lists 60 questions and a 90-minute time limit for the CIS-ITSM mainline exam. The exam uses multiple-choice and multiple-select items, and ServiceNow immediately shows a conditional pass or fail result after submission.

What score do I need to pass CIS-ITSM?

ServiceNow does not publish a fixed public passing percentage for CIS-ITSM. The official blueprint states that your score is compared with an internal cut score and that the cut score is not publicly shared and is not always 70%.

How much does the exam cost and where is it delivered?

Current mainline CIS pricing works out to about $450 for the initial exam and $225 for a retake. Registration happens through ServiceNow University, and the exam is delivered through Pearson VUE either at a test center or through OnVUE remote proctoring.

What is the best way to prepare?

Study to the blueprint weights and spend most of your time on incident, change, and service catalog/request management because those three domains make up 75% of the exam. Pair the official courses with hands-on work in a Personal Developer Instance so you can reason through real implementation choices instead of memorizing definitions.