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Updated: Sep 01, 2026
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To prepare for the ServiceNow CIS-ITSM exam, individuals can take advantage of the various training courses and resources that are available. ServiceNow offers a range of training courses that cover the topics that are covered in the exam. Additionally, there are also various online resources that individuals can use to prepare for the exam, such as study guides, practice exams, and forums.
ServiceNow CIS-ITSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | Certified Implementation Specialist - IT Service Management |
| Exam Number: | CIS-ITSM |
| Available Languages: | English, German, Japanese |
| Passing Score: | 70% |
| Exam Duration: | 90-120 |
| Exam Price: | USD $150-200 |
| Real Exam Qty: | 65-80 |
| Certificate Validity Period: | 2 years (requires recertification) |
| Related Certifications: | CIS-CSM (Customer Service Management) CIS-SM (Service Mapping) CIS-CSD (Service Desk) CIS-FSM (Field Service Management) CSA (Certified System Administrator) |
| Exam Format: | Multiple Choice, Multiple Select, Scenario-based |
| Sample Questions: | ServiceNow CIS-ITSM Sample Questions |
| Exam Way: | Online proctored exam through ServiceNow Training Portal or authorized Pearson VUE testing centers |
| Pre Condition: | Recommended: ServiceNow Certified System Administrator (CSA) certification and practical experience implementing ITSM processes on the ServiceNow platform |
| Official Syllabus URL: | https://www.servicenow.com/services/training-and-certification/certified-implementation-specialist-it-service-management.html |
In addition to the CIS-ITSM Certification Exam, ServiceNow offers a range of other certifications related to different aspects of the platform, including IT operations management, security operations, and HR service delivery. These certifications provide IT professionals with the opportunity to specialize in specific areas of the ServiceNow platform and demonstrate their expertise to potential employers.
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Incident Management | 15-20% | - Incident creation and management
|
| ITSM Framework and Setup | 20-25% | - Service catalog and service offerings
|
| Change Management | 15-20% | - Change request lifecycle
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
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