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ServiceNow CIS-ITSM: Certified Implementation Specialist - IT Service Management

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Reading Time: 5 mins | Publish Date: 3 Apr 2021 | Update Date: 19 Nov 2023

Certified Implementation Specialist - ServiceNow Training and Certification

Preparation Guide for ServiceNow CIS-ITSM Certification Exam


The Certified Implementation Specialist - IT Service Management Certification Exam certifies the candidate having skills and essential knowledge to configure, implement, and maintain ServiceNow ITSM application.

Aim of the Certificate Exam

  • Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
  • Differentiate individual in a crowded job market
  • Empower individuals to execute tasks with confidence and skill

Brief Details

Following are the quick details related to the CIS-ITSM Certification Exam

  • Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification

  • Exam Code: ServiceNow CIS-ITSM Certification Exam

  • Number of Questions: 65 Questions

  • Duration: 90 minutes

  • Exam type: Multiple Choice Questions

  • Exam Price: $150 (USD)

  • Exam Mode: On-line Proctored Exam. Candidates can take the examination from any place at any time as per their convenience. Candidates also have the option to give exams at any of the authorized training centers. Candidates can select the exam mode based on their convenience at the time of registration. In both testing venues, the exam is conducted through a consistent, friendly, user interface customized for ServiceNow tests.

  • Exam Registration: Registration should be done using the ServiceNow Webassessor. For successful exam registration, candidates must have exam vouchers that can be obtained on completing the prerequisite pieces of training for ITSM implementation.

  • Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.


This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.

Target Audience

The Certified Implementation Specialist - IT Service Management Certification Exam is targeted to ServiceNow customers, Partners, sales engineers, and others interested in becoming a certified implementation specialist for the ServiceNow ITSM platform. This exam certifies the candidates are skilled enough for configuring, implementing, and maintaining the ServiceNow ITSM platform and applications.

Topics to Cover

ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.

Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification. Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.

  • Incident Management: 25%
  • Problem Management: 10%
  • Change and Release Management: 25%
  • Knowledge Management: 10%
  • Request Fulfillment Management: 25%
  • Configuration Management Database: 5%

For each ITSM application, the candidate must know the following for each module

  • Baseline Application Functionality Basic and advanced features in baseline installation New functionality and features added or changed State model and default process flow Basic and advanced operations performed by users and system

  • Architecture and Security Key tables used in applications Relationships among tables Roles and default access controls Primary application components including Scripts, Business Rules, etc Integration capabilities

  • Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements

  • Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality

Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.

Exam Preparation

Questions in the exam are based on official training material provided by ServiceNow over different official platforms. Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.

On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.

Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals

  • ServiceNow Fundamentals (ILT)
  • ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
  • ServiceNow Platform Implementation (ILT)
  • CIS-IT Service Management Exam Prep
  • Automated Test Framework (ATF) Fundamentals (On-demand)
  • Knowledge Management Fundamentals (On-demand)
  • Knowledge Management Implementation (On-demand)
  • Major Incident Management (On-demand)
  • Mobile Development Fundamentals (On-demand)
  • Service Portal Fundamentals (On-demand)

Candidates can get the details for these pieces of training on Now Learning portal

The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination

  • At least six months of hands-on experience working on ServiceNow Platform
  • At least six months of hands-on experience in implementing applications on ServiceNow Platform
  • General familiarity with industry terminology, acronyms, and initial-isms

Exam Content

The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.

Formats of Question

  • Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
  • Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.

Exam Duration

Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.

Exam Results

The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.

For more info visit:

Certified Implementation Specialist - ServiceNow Training and Certification

ServiceNow Web Assessor

Now Learning

ServiceNow Training and Certification

ServiceNow CIS-ITSM

ServiceNow Certification Program FAQ


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