Overview

Latest update (March 2025): Added new practice questions to align with the Xanadu version of the ServiceNow exam.Course DetailsThis is a practice test course with the most comprehensive sets of questions with detailed answer explanations, images, diagrams and screenshots for visual learning, and a reference link for each question if you are interested in learning more. The purpose of the course is to help you achieve the 'ServiceNow Certified Implementation Specialist certification in IT Service Management (CIS-ITSM)' and learn about the key features and functionality of the ServiceNow ITSM applications. It also helps you familiarise yourself with the exam format and structure and practice your knowledge in a simulated exam environment.The course is being updated on a regular basis to align with the latest ServiceNow release and the exam changes.Exam Preparation The CIS-ITSM exam certifies that you have the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications.Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site. This course should not be considered an official study or exam material and should only be used to practice for the mainline exam.Exam ScopeIncident Management (25%)Problem Management (15%)Change and Release Management (25%)Service Portfolio Management (5%)Service Catalogue and Request Management (25%)Configuration Management Database (5%)It is recommended to know the following for each ITSM application:Baseline Application FunctionalityBasic and advanced features in baseline installation of the current releaseFunctionality and features added or changed in the current releaseState model and default process flowBasic and advanced operations performed by users and the systemArchitecture and SecurityKey tables used in the applicationRelationships among application tablesRoles and default Access ControlsPrimary application components (Script Includes, Business Rules, etc.)Integration capabilitiesBusiness Cases / Use CasesValue propositionKey Performance Indicators and BenchmarksSelection of appropriate features and functions to meet business requirementsProven Practices for ImplementationImplementation approaches to meet requirements that preserve upgradability, scalability, and maintainabilityImplementation solutions that work in conjunction with baseline application functionalityExam StructureThe exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. You should review the response options and select the most correct answer. Multiple Choice (single answer)For each multiple-choice question on the exam, there are at least four possible responses. You should review the response options and select the one response that most accurately answers the question. Multiple Select (select all that apply)For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. You should review the response options and select ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses. Partial credit is not provided._____Disclaimer: This course is not affiliated with or endorsed by ServiceNow. ServiceNow® is a registered trademark of ServiceNow, Inc. All other trademarks are the property of their respective owners.

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