Guaranteed Success - ServiceNow CIS-ITSM Exam Questions and Answers PDF

The ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) exam is designed for individuals aiming to become specialists in configuring, implementing, and managing IT Service Management (ITSM) applications within ServiceNow. This certification validates your ability to implement and manage the ITSM suite and processes, which are crucial in modern IT organizations. Utilizing ServiceNow CIS-ITSM Exam Questions and Answers PDF can significantly enhance your preparation by providing insights into the types of questions you may encounter.

Achieving this certification can enhance your career prospects by demonstrating expertise in ITSM, aligning you with global best practices, and proving your ability to provide value to businesses through effective ServiceNow implementations. The certification is ideal for consultants, project managers, ServiceNow administrators, and professionals involved in the implementation of ITSM solutions.

Exam Format

• Number of Questions: Approximately 60 multiple-choice questions

• Time Limit: 90 minutes

• Passing Score: Around 70% (varies slightly with each version)

• Question Types: Multiple choice and multiple select

• Prerequisites: Attendance at the ServiceNow ITSM Fundamentals course (recommended but not mandatory)

• Delivery: Online proctored or at a testing center

Who Should Take the CIS-ITSM Exam?

The exam is targeted at:

• IT professionals responsible for implementing or managing ServiceNow ITSM

• ServiceNow administrators who wish to specialize in ITSM

• Consultants and project managers working on ServiceNow ITSM implementations

Topics Covered in the CIS-ITSM Exam

The CIS-ITSM exam covers a wide range of topics, testing your knowledge of the ServiceNow ITSM product suite and best practices for its implementation. Below are the key topics:

1. Incident Management

• Understanding of incident lifecycle, processes, and best practices.

• Configuring incident management, SLAs, notifications, and reporting.

• Integration of incident management with other ITSM processes like Problem and Change Management.

2. Problem Management

• Problem identification and management using root cause analysis.

• Differentiation between incident and problem processes.

• Implementation of problem management workflows, problem tasks, and linking problems to incidents.

3. Change and Release Management

• Change management processes and their implementation.

• Configuration of change workflows, approvals, and risk management.

• Managing standard, normal, and emergency changes.

• Release management lifecycle and coordination with change processes.

4. Configuration Management Database (CMDB)

• CMDB concepts, including relationships and dependency views.

• Configuration Item (CI) lifecycle management.

• Service mapping and best practices for building and maintaining a CMDB.

• CMDB health dashboards and reporting.

5. Request Management and Service Catalog

• Request fulfillment processes and Service Catalog management.

• Configuration of service requests, workflows, and fulfillment automation.

• Catalog items, and variables, and maintain a user-friendly catalog.

6. Knowledge Management

• Creating and managing knowledge articles.

• Configuring knowledge bases, approval workflows, and access controls.

• Leveraging knowledge management in resolving incidents and problems.

7. Reporting and Performance Analytics

• Creating reports and dashboards.

• Understanding key ITSM performance indicators (KPIs) and metrics.

• Using Performance Analytics to track and improve ITSM processes.

Official Preparation Resources

1. ServiceNow ITSM Fundamentals Course

This course provides a comprehensive introduction to ITSM within ServiceNow and is the recommended starting point for exam preparation.

• Link: ServiceNow ITSM Fundamentals

2. ServiceNow Documentation and Product Guides

The official ServiceNow documentation is an essential resource for understanding all aspects of ITSM processes and tools.

• Link: ServiceNow Product Documentation

3. ServiceNow Community

Engage with professionals, ask questions, and participate in discussions to solidify your understanding.

• Link: ServiceNow Community

4. YouTube Channels and Video Tutorials

Channels like ServiceNow’s official YouTube and independent educators provide useful video tutorials covering key concepts for the CIS-ITSM exam.

5. Books

• "Mastering ServiceNow ITSM" by Ashish Rudra Srivastava - a practical guide to ServiceNow’s ITSM suite.

• "ServiceNow Development Handbook" by Tim Woodruff - for deeper insights into advanced ServiceNow development and scripting.

Practice Questions from Study4Exam

Study4Exam provides a vast repository of ServiceNow CIS-ITSM Exam Questions and Answers PDFs that closely resemble the actual exam. These practice exams are invaluable for:

1. Time Management: Simulating the exam environment helps you improve your pacing, ensuring that you can complete all the questions within the given time.

2. Concept Clarity: Regular practice helps reinforce the understanding of complex topics and ensures that you retain key concepts.

• Link: Study4Exam ServiceNow CIS-ITSM Practice Tests

Frequently Asked Questions (FAQs)

1. How long should I study for the CIS-ITSM exam?

• On average, 4 to 6 weeks of study is recommended, dedicating around 10-12 hours per week. This can vary depending on your background and experience with ServiceNow ITSM.

2. Is the CIS-ITSM certification worth it?

• Yes, it is highly valued in the industry and showcases your ability to implement ITSM processes, which are in high demand across organizations globally.

Sample Questions from ServiceNow CIS-ITSM Exam Questions and Answers PDF

1. Which of the following is NOT a key component of the ITIL process in ServiceNow Incident Management?

• A) Incident lifecycle management

• B) Root cause analysis

• C) SLA management

• D) Service Catalog items

Answer: D) Service Catalog items

2. In Change Management, what is the primary purpose of the Change Advisory Board (CAB)?

• A) To approve emergency changes.

• B) To review and approve scheduled changes.

• C) To manage configuration items.

• D) To authorize incident resolutions.

Answer: B) To review and approve scheduled changes.

Detailed Study Plan

Week 1-2: Introduction and Basic Configuration

• Focus: Incident, Problem, and Change Management.

• Daily Plan:

  • Day 1-2: Incident management lifecycle, hands-on configuration in ServiceNow.

  • Day 3-4: Problem management and root cause analysis.

  • Day 5-6: Change management workflows and CAB functionality.

  • Day 7: Review notes and take practice questions.

Week 3-4: Advanced ITSM Processes

• Focus: Service Catalog, Request Management, and CMDB.

• Daily Plan:

  • Day 1-2: Understanding Service Catalog items and requests.

  • Day 3-4: CMDB relationships and service mapping.

  • Day 5-6: Building and managing the CMDB.

  • Day 7: Review, hands-on practice, and attempt mock exams.

Week 5-6: Knowledge Management and Reporting

• Focus: Knowledge Management, Reporting, and Performance Analytics.

• Daily Plan:

  • Day 1-2: Creating and managing knowledge articles.

  • Day 3-4: Configuring knowledge workflows and access controls.

  • Day 5-6: Reporting and Performance Analytics setup.

  • Day 7: Complete the final practice test and focus on weak areas.

Conclusion

Preparing for the ServiceNow CIS-ITSM exam requires structured preparation and a thorough understanding of ITSM processes. Using the right resources—such as the official ServiceNow documentation, the ITSM Fundamentals course, and practice exams—will ensure that you master both the conceptual and practical aspects of ServiceNow ITSM. Following the study plan and regularly reviewing concepts will help you stay on track and pass the certification exam with confidence.