ServiceNow CIS-ITSM Exam Questions For Greatest Achievement [Updated 2026]

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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Problem Management	20%	- Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management
Topic 2: Configuration Management Database (CMDB)	5%	- CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships
Topic 3: Incident Management	30%	- Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules
Topic 4: Change Management	20%	- Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting
Topic 5: Integrations & Advanced Features	10%	- Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration
Topic 6: Request Fulfillment & Service Catalog	15%	- Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests

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ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions (Q43-Q48):

NEW QUESTION # 43
A user has the VIP field set to true on their User [sys_user] record. When that user is selected as the Caller on an Incident, which of the following statements are true in a baseline platform configuration? Select all that apply.

A. The user's name is shown in red in the Caller field
B. The Priority field calcultation is adjusted to increase Priority by 1
C. A 'VIP' decoration is displayed next to the Caller field
D. SLA workflow conditions for VIP trigger additional notifications to the manager of the Assignment Group

Answer: A

Explanation:

NEW QUESTION # 44
Which statement should be used to allow some of the records in a list of records to be inserted if others fail to be inserted?

A. Database.insert(records, false)
B. Database.insert(records, true)
C. insert records
D. insert (records, false)

Answer: A

NEW QUESTION # 45
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Choose 2 answers

A. catalog(s)
B. timestamp
C. variables
D. item name
E. item author

Answer: A,D

NEW QUESTION # 46
Users who approve changes require ServiceNow license unless they do the approval through email.

A. True
B. False

Answer: B

Explanation:
Explanation
License is needed for approval even if the approval is done via email.

NEW QUESTION # 47
Which record type would you use for an Ask a Question form that would generate an Incident?

A. Content Item
B. Catalog Item
C. Linked Item
D. Record Producer
E. Order Guide

Answer: D

Explanation:
The implementation requirement maps directly to C. Record Producer; therefore C is correct. 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. A Content Item is the catalog construct for presenting informational content or a link rather than requesting fulfillment. It can direct users to a Knowledge Article without creating a Request or fulfillment task. The remaining choices are not the best fit.
A). Order Guide; B. Content Item; D. Linked Item. 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 # 48
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