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ServiceNow · Business Platforms · Professional

ServiceNow CIS - IT Service Management exam guide

Exam ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM)

CIS-ITSM proves you can implement ServiceNow IT Service Management: incident, problem, change, request fulfillment, knowledge, CMDB foundations and the Service Portal. ITSM is ServiceNow's largest product line, so CIS-ITSM is the most requested implementation credential for ServiceNow consultants.

QuestionsSee official page
Time limitSee official page
Passing scoreSee official page
Exam feeSee official page
Valid forSee official page
DeliveryProctored exam booked through ServiceNow University (online proctored or test center)

Format: Multiple choice and multiple select, proctored. Fee note: ServiceNow sets voucher pricing in ServiceNow University; check there before booking (a retake costs less than a first attempt).

Who it's for

ServiceNow admins and consultants implementing or redesigning ITSM processes for customers or internal IT.

What the exam covers

The vendor does not publish a domain breakdown for this exam. Check the official exam page for the current objectives.

Eligibility & prerequisites

Required: ServiceNow Certified System Administrator (CSA) plus completion of the required ServiceNow University implementation training for this product before you can book the exam.

Recommended: Experience on at least one ITSM implementation and solid ITIL process knowledge.

Keeping it active

ServiceNow mainline certifications must be kept current with the platform: complete the maintenance (delta) requirement ServiceNow publishes for new platform releases within its window, or the credential lapses. Check the current maintenance rules in ServiceNow University.

Skills & careers

Skills it validates

  • Configuring incident, problem and change management
  • Designing change models, CAB and approvals
  • Configuring request fulfillment and the Service Catalog
  • Setting up Knowledge Management
  • Configuring SLAs and assignment rules
  • Using the CMDB in ITSM processes
  • Running implementation workshops

Job roles

ServiceNow ITSM ConsultantServiceNow Implementation SpecialistITSM Process OwnerServiceNow Functional ConsultantServiceNow Business Analyst

Where it fits in your path

Planning a degree too? See how this cert earns college credit in the College Credit Navigator.

Build my study plan

  1. Week 1: Complete the required ITSM Implementation training on ServiceNow University and activate ITSM plugins in a PDI.
  2. Week 2: Incident and problem: states, priority matrix, major incident, known errors and problem tasks.
  3. Week 3: Change: normal/standard/emergency models, change schedules, conflict detection, CAB workbench and risk.
  4. Week 4: Request, catalog, knowledge, SLAs and CMDB relationships; implementation methodology.
  5. Week 5: Practice tests and review of out-of-box state models and roles.

Make it yours: pick your exam date and weekly hours. We'll split your time by domain weight and give you a printable plan.

Exam-day tips

  • Learn the out-of-box state models and which transitions are allowed; many questions hinge on them.
  • Know the out-of-box roles for each process (e.g. itil, sn_change_write).
  • Expect implementation-methodology questions about workshops and phases, not only configuration.
  • Know how the priority matrix uses impact and urgency.
  • Prefer out-of-box answers over customization.

Key terms for this exam

All 66 terms Study with thinQcards™

Commonly confused on this exam

Frequently asked questions

How much does the CIS-ITSM exam cost?

ServiceNow sets exam voucher pricing in ServiceNow University and it can differ by region and by whether you hold a subscription or partner/customer entitlement; check the current price there before booking. Retakes cost less than a first attempt.

How do I keep CIS-ITSM active?

Keep it current with each ServiceNow family release by completing the maintenance (delta) requirement ServiceNow publishes within its window; otherwise the certification lapses.

Is CIS-ITSM worth it?

Yes. ITSM is the most widely deployed ServiceNow product and CIS-ITSM is required by many partners for consultant roles.

Do I need ITIL?

Not formally, but ITIL 4 Foundation knowledge makes the process questions much easier.

What is required before the exam?

CSA plus the required ITSM implementation training in ServiceNow University.

Official page: www.servicenow.com. Reviewed November 2026. Vendors change fees and objectives, so confirm with the vendor before you book. Spot something out of date? Tell us.