Free PDF 2026 Valid CIS-ITSM: Certified Implementation Specialist - IT Service Management Real Exam

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The CIS-ITSM Certification Exam is a computer-based test that consists of 60 multiple-choice questions. The candidate has 90 minutes to complete the exam, and the passing score is 70%. CIS-ITSM exam is available in several languages, including English, French, German, Japanese, and Spanish. The cost of the exam varies depending on the location, but it typically ranges from $150 to $300.

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ServiceNow CIS-ITSM exam covers a wide range of topics including IT Service Management, ServiceNow platform architecture, ServiceNow applications, data and process management, and reporting and analytics. CIS-ITSM exam is designed to test the individual's understanding of these topics and their ability to apply them in real-world scenarios. CIS-ITSM Exam comprises of multiple-choice questions and is timed, with a duration of 1 hour and 30 minutes.

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q13-Q18):

NEW QUESTION # 13
When building multiple catalog items, which components would you evaluate for consolidation and re-use?
(Choose two.)

A. Sets of Variables
B. Icons
C. Entitlements
D. Flows and Subflows

Answer: A,D

NEW QUESTION # 14
Which of the following represents a benefit of implementing Knowledge Management?

A. Provide continous feedback loops to improve staff efficiency
B. Automatic routing of Incidents to the appropriate Assignment Group
C. Deflecting the creation of Incidents so users may help themselves with common issues
D. Proactively suggest Knowledge Articles to users at key points in a process

Answer: C

Explanation:

NEW QUESTION # 15
Which of the following are valid states for Standard Change requests? (Choose all that apply.)

A. Review
B. Authorize
C. Scheduled
D. Implement
E. Assess

Answer: A,C,D

NEW QUESTION # 16
What creates the trigger conditions of a Notification record?

A. Modify the conditions on the when to send tab
B. Enable the Send to Event Creator
C. Use the incident_comments mail script
D. Define specific groups and users as recipients

Answer: A

Explanation:
Answer D aligns with the baseline ServiceNow implementation: D. Modify the conditions on the when to send tab. Incident Management is designed to restore normal service operation as quickly as practical while maintaining accurate routing, communication, categorization, and lifecycle data. Baseline configuration relies heavily on the Incident table, Incident Properties, assignment logic, views, inbound email processing, roles, and integrations with Knowledge, Problem, Change, and the CMDB. The key exam technique is to identify the object that directly controls the requested behavior, rather than selecting a nearby administrative feature that only reports on, displays, or indirectly influences the process. The remaining choices are not the best fit.
A). Define specific groups and users as recipients; B. Use the incident_comments mail script; C. Enable the Send to Event Creator. Those alternatives represent different configuration layers or operational purposes and do not satisfy the requirement as directly as the selected answer. For implementation work, favor the baseline property, role, policy, model, record type, or automation mechanism before introducing custom scripts. That approach preserves upgrade compatibility, keeps process ownership explicit, and matches the configuration patterns emphasized throughout the CIS-ITSM curriculum. Study Guide Topics: Incident Management; baseline configuration; roles and access; lifecycle and automation behavior.

NEW QUESTION # 17
A user changes roles from an EMEA sales representative to a US sales representative.
How will this impact the ownership-based sharing rules for the user's records?

A. This will affect the ownership of records for standard objects but NOT custom objects.
B. This will only affect ownership-based sharing rules if the user moves up in the role hierarchy.
C. All of the ownership-based sharing rules are recalculated.
D. None of the ownership-based sharing rules are recalculated.

Answer: C

NEW QUESTION # 18
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