Certified Implementation Specialist – IT Service Management Questions and Answers

200 questions organized by topic with detailed explanations

ServiceNow

CIS-ITSM

200 questions

6 topics

Updated May 2026

Incident Management

50 questions14 easy24 medium12 hard~25% of exam

What is the primary goal of Incident Management in ServiceNow?What becomes mandatory when an incident is placed On Hold with the reason Awaiting Caller?Which two factors determine the priority of an incident?

Problem Management

30 questions8 easy14 medium8 hard~15% of exam

A problem is best described in ServiceNow as the cause of what?Which statement about Problem Management models and Service Operations Workspace is correct?If the cause of a problem is known but there is no permanent fix, which state should be used?

Change and Release Management

50 questions12 easy24 medium14 hard~25% of exam

Which change type requires two levels of approval before it is implemented?Which change type is defined as pre-authorized, low risk, common, and following a specified procedure?What happens to a standard change request when it is rejected?

Knowledge Management

10 questions2 easy4 medium4 hard~5% of exam

In the Knowledge - Approval Publish workflow, who receives approval email notifications when ownership groups are enable...Which role can contribute to the default knowledge base and access the Knowledge application menu, but is not a requeste...Which role can perform all administrative tasks for Knowledge Management except changes to a scoped knowledge base?

Request Fulfillment Management

50 questions12 easy28 medium10 hard~25% of exam

What user-facing benefit is specifically called out in the Request Management overview?What is the documented benefit of creating a catalog request in Agent Workspace from an incident flow?Which tables store the variables during the direct-order process before final checkout completes?

Configuration Management Database

10 questions4 easy6 medium~5% of exam

Which CMDB feature provides a centralized framework for identifying and reconciling CI data from multiple sources?What does the CMDB application let organizations build?Which table stores the basic attributes of all IT configuration items?

All Questions

#	Question	Topic	Difficulty
1	Which change type requires two levels of approval before it is implemented?	Change and Release Management	medium
2	What is the primary goal of Incident Management in ServiceNow?	Incident Management	easy
3	Which CMDB feature provides a centralized framework for identifying and reconciling CI data from mul...	Configuration Management Database	medium
4	What user-facing benefit is specifically called out in the Request Management overview?	Request Fulfillment Management	easy
5	In the Knowledge - Approval Publish workflow, who receives approval email notifications when ownersh...	Knowledge Management	hard

Sign in to see all 200 questions

Create a free account to browse all questions — completely free during our launch phase.

Sign Up Free Sign In

Ready to test your knowledge?

Take a full Certified Implementation Specialist – IT Service Management practice test with timed exam simulation.

Start Practice Test