ServiceNow CIS-ITSM Exam Practice Questions, practice question pack
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ServiceNow CIS-ITSM Exam Practice Questions

242 questionsPDF by emailUpdated September 2026

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Three of the 242 questions in this pack

Question 1

Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

Exhibit for question 1

  1. Just CIs defined directly in cmdb_ci_computer
  2. CIs defined directly in cmdb_ci_computer and all parent classes
  3. CIs defined directly in cmdb_ci_computer and all child classes
Show answer and explanation

Correct answer: C. CIs defined directly in cmdb_ci_computer and all child classes

child classes In ServiceNow's CMDB, when you run a report against a table like cmdb_ci_computer, the query returns not only records defined directly in that table but also all records from child classes that extend it. The class hierarchy shown demonstrates inheritance, with cmdb_ci_computer as a parent class and cmdb_ci_win_server, cmdb_ci_linux_server, and cmdb_ci_unix_server as child classes. ServiceNow's table inheritance model includes child table records when querying a parent table, allowing you to retrieve all computer CI instances regardless of their specific type. Parent classes are not included because cmdb_ci_computer is the table being queried, not a filter looking upward in the hierarchy.

Why the other options are wrong

  • A. Excluding child classes would miss all Windows, Linux, and Unix server CIs that inherit from cmdb_ci_computer.
  • B. Parent classes should not be included in a query against cmdb_ci_computer; the query starts from this table and looks downward to children, not upward to parents.

Question 2

Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

  1. Managed by
  2. Support group
  3. Approval group
  4. Change group
Show answer and explanation

Correct answer: B. Support group

In ServiceNow ITSM, the Support group field on a configuration item automatically populates the Assignment group field when an incident is created or linked to that CI. This establishes the default support team responsible for incidents related to that configuration item.

Why the other options are wrong

  • A. Managed by is a field that tracks ownership of the CI itself, not incident assignment.
  • C. Approval group is used for change approvals and does not automatically populate incident assignment groups.
  • D. Change group is used in change management workflows and does not affect incident assignment group population.

Question 3

Which of the following are defined for a given change model? (Choose three.)

  1. Phase transitions
  2. State model
  3. State transition conditions
  4. Phase model
  5. State transitions
Show answer and explanation

Correct answer: B, C, E

B. State model C. State transition conditions E. State transitions A change model is built from its state model, the state transitions that define which moves between states are allowed, and the state transition conditions that control when each transition can occur. Together these define the lifecycle any change request following that model must follow. Everything else about the change, such as approvals or tasks, is driven by those state definitions.

Why the other options are wrong

  • A. Change models do not define phase transitions, movement is defined between states, not phases.
  • D. There is no phase model defined on a change model, the lifecycle is described by the state model.

See all 10 free questions Get the full pack, US$39

242 practice questions for ServiceNow Certified Implementation Specialist: IT Service Management (CIS-ITSM), with full explanations.

Every question comes with the correct answer, the reasoning behind it, and a short note on why each wrong option is wrong. Work through it once with the answers, then again with the questions-only copy under exam conditions.

  • 242 questions mapped to the CIS-ITSM exam objectives
  • Answers and explanations for every question, including the wrong options
  • A questions-only PDF for timed practice runs
  • Instant delivery by email the moment you check out
  • Free monthly updates for as long as the exam is live
  • Pass or your money back

A CIS-ITSM attempt costs US$300. This pack is US$39, paid once.

Try 10 questions free before you buy.

Last updated September 2026 · 242 questions

What makes the CIS-ITSM hard

CIS-ITSM is the most popular and most valuable of the ServiceNow implementation certifications: the credential consultants use to prove ITSM domain expertise to clients and employers. It sits above CSA and demonstrates that you can implement an ITSM deployment, not just administer one.

What decides it is implementing the ITSM suite end to end: Incident, Problem, Change and Release Management, the CMDB and configuration data behind it, service level management, the implementation methodology, and the configuration and best practice decisions that make a deployment succeed. The exam rewards real implementation experience, not just platform familiarity.

About the exam

The ServiceNow Certified Implementation Specialist: IT Service Management (CIS-ITSM) validates the ability to implement and configure the ServiceNow ITSM suite. It is the most sought-after CIS credential for implementation consultants, and it requires the CIS-Data Foundations (CMDB and CSDM) certification as a prerequisite.

Exam domains

  • Incident, Problem, Change and Release Management
  • Configuration Management and the CMDB
  • Service level management
  • ITSM implementation methodology
  • Configuration and best practices

60 multiple-choice and multiple-select questions, 90 minutes. ServiceNow does not publish a passing score for this exam. Taken at a Pearson VUE test centre or OnVUE online proctored, maintained through annual delta exams and the yearly Certification Maintenance Program fee. The exam voucher is US$300 for candidates outside a ServiceNow partner organisation.

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Questions before you buy

What do I get when I buy the ServiceNow CIS-ITSM pack?

242 practice questions as a PDF, each with the correct answer, a full explanation and a note on why the other options are wrong, plus a separate questions-only PDF for timed practice.

How quickly do I receive it?

Your PDF is prepared and sent to your email address after checkout, and you get a confirmation as soon as it is on its way.

Is there a free sample?

Yes. Ten questions from this pack, with answers and explanations, are free on this page and as a PDF, so you can judge the quality before you pay.

Are updates included?

Yes. The pack is updated every month for as long as the exam is live, and updates are free for everyone who has bought it.

What if I fail the exam?

We refund the pack. Sit the exam 7 to 30 days after buying, then send your official score report within 7 days of the exam date, as set out in the refund policy.

Can I share it with colleagues?

Each purchase is licensed to one person. For a team, school or training organisation, email support@certstash.com for a licence that fits.

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