[Jul 29, 2026] CIS-ITSM PDF Questions and Testing Engine With 201 Questions
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ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) Certification Exam is designed to validate the skills and knowledge required to implement and configure ServiceNow IT Service Management (ITSM) solutions. Certified Implementation Specialist - IT Service Management certification is ideal for IT professionals, consultants, and developers who want to demonstrate their expertise in ITSM and gain recognition as a ServiceNow Certified Implementation Specialist.
To appear for the CIS-ITSM certification exam, the candidate must have prior experience in configuring and implementing ITSM solutions on the ServiceNow platform. Certified Implementation Specialist - IT Service Management certification is suitable for ITSM consultants, administrators, developers, and architects who work with ServiceNow ITSM modules. CIS-ITSM exam consists of 60 multiple-choice questions and has a time limit of 90 minutes. The passing score for the exam is 70%, and the certification is valid for two years.
NEW QUESTION # 35
For each Requested Item, a _________ enables the approval and delivery of that Item.
- A. Catalog Item
- B. Work Order
- C. Workflow
- D. User Criteria
Answer: C
NEW QUESTION # 36
Recently a Salesforce org's integration failed because it exceeded the number of allowed API calls in a
24-hour period. The integration handles a near real-time, complex insertion of data into Salesforce.
The flow of data is as follows:
* The integration looks up Contact records with a given email address and, if found, the integration adds a Task to the first matching Contact it finds.
* If a match is not found, the integration looks up Lead records with a given email address and, if found, the integration adds a Task to the first matching Lead it finds.
* If a match is not found, the integration will create a Lead and a Task for that newly created Lead.
What is one way in which the integration can stay near real-time, but not exceed the number of allowed API calls in a 24-hour period?
- A. Write a custom Apex web service that, given an email address, does all of the logic the integration code was doing.
- B. Create an Inbound Message that, using Flow, can do all of the logic the integration code was doing.
- C. Create several Apex InboundEmailHandlers to accept calls from the third-party system, thus bypassing the API limits.
- D. Use the REST API as well as the SOAP API to effectively double the API calls allowed in a 24-hour period.
Answer: C
NEW QUESTION # 37
On an incident record, where are the fields fiat appear on the caller lookup select box defined?
- A. The Caller lookup field on the [user] table
- B. The ref_contributions attribute on the caller lookup form
- C. The ref_ac_column attribute from the dictionary entry
- D. The form design of the caller lookup form
Answer: C
NEW QUESTION # 38
Workshops intend to understand the current processes at the organization in order to reflect them in ServiceNow ITSM.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Workshops don't intend to recreate what the customer has in place today in a new system, but rather it aims to align the customer's processes with ServiceNow best practices.
NEW QUESTION # 39
Which type of Service Catalog component allows a user to describe their needs, choose options, and then check out ordering multiple items at once according to their selections?
- A. Order Guide
- B. Execution Plan
- C. Catalog Item
- D. Content Item
Answer: A
NEW QUESTION # 40
When documenting requirements, it is important to include the customer preferred designed choices.
- A. False
- B. True
Answer: A
Explanation:
It is not recommended to include design choices in the requirements documents.
NEW QUESTION # 41
In the baseline platform configuration, who can create Change Requests?
- A. Anyone, even those not registered / logged in
- B. Only members of the Change Advisory Boards (CAB)
- C. Users with the itil role or Change-specific roles
- D. Any logged in user
Answer: C
Explanation:
NEW QUESTION # 42 
Consider the Apex controller above, that is called from a Lightning Aura Component.
What is wrong with it?
- A. Lines 1 and 6: class and method must be global
- B. Line 1: class must be global
- C. Line 6: method must be static
- D. Line 8: method must first serialize the list to JSON before returning
Answer: B
NEW QUESTION # 43
Which three password options are available for the administrator to set on content deliveries? (Choose three.)
- A. Administrator-provided default password
- B. Password protection is required
- C. Password complexity rules
- D. Password protection is optional and defaults to ON
- E. Password protection is optional and defaults to OFF
Answer: B,D,E
NEW QUESTION # 44
A developer wants to call an Apex Server-side Controller from a Lightning Aura Component.
What are two limitations to the data being returned by the Controller? (Choose two.)
- A. Basic data types are supported, but defaults, such as maximum size for a number, are defined by the objects that they map to.
- B. A custom Apex Class can be returned, but only the values of public instance properties and methods annotated with @AuraEnabled are serialized and returned.
- C. Only Basic data types and sObjects are supported as return types for Apex Controllers called by Lightning Aura Components.
- D. Lists of Custom Apex Classes cannot be returned by Apex Controllers called by Lightning Aura Components.
Answer: A,B
NEW QUESTION # 45
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
- A. If selected CI has an Owner group, write that group to the Assignment group field
- B. If selected CI does not have an Owner group, write the Support group from the Service Offering to the Assignment group field
- C. If selected CI has a Support group, write that group to the Assignment group field
- D. If selected CI does not have a Support group, write the Support group from the Service Offering to the Assignment group field
Answer: C,D
NEW QUESTION # 46
Which of the following user feedback actions are stored in kb_feedback table? (Choose all that apply.)
- A. Views
- B. Flags
- C. Comments
- D. Star Rating
- E. Helpful (Yes/No)
Answer: B,C,D,E
NEW QUESTION # 47
Which of the following statements is true regarding the way the "Actual Start Date" is set in the change request form?
- A. When the state changes to New, the field is populated automatically.
- B. When the state changes to Assess, the field is populated automatically.
- C. When the state changes to Implement, the field is populated automatically.
- D. This is a required field and the user must set the field manually.
Answer: C
Explanation:
Explanation
The "Change Request State Model" script include is used to automatically populated the Actual Start Date field when the state changes to Implement.
NEW QUESTION # 48
Which ServiceNow application provides a structured way to manage face-to-face IT support and allows users to join a queue via a physical or virtual kiosk?
- A. Walk-up Experience
- B. Now Tech Lounge
- C. Check-in Kiosk
- D. Walk-in Kiosk
- E. Onsite Support Now
Answer: A
Explanation:
The Walk-up Experience is a specific ServiceNow application designed to manage face-to-face IT support in a physical location (often referred to as a "Tech Lounge" or "Genius Bar" style setup). It allows users to join a virtual queue via a mobile device or a physical kiosk, view wait times, and receive notifications when a technician is ready. For the IT department, it provides structured tracking, reporting, and inventory integration for these high-touch, onsite interactions that were historically difficult to track within standard Incident management.
NEW QUESTION # 49
What are two capabilities of Territory Management? (Choose two.)
- A. Support for complex and frequently changed sales organization structures.
- B. The ability to use opportunity criteria to expand a private sharing model.
- C. Territory hierarchy replaces the role hierarchy for sharing.
- D. The ability to use account criteria to expand a private sharing model.
Answer: A,B
NEW QUESTION # 50
When creating a variable to identify a location for a catalog item to be delivered, the most likely variable type to choose would be _____________.
- A. Reference
- B. Single Line of Text
- C. Select Box
- D. Break
Answer: B
Explanation:
Explanation
NEW QUESTION # 51
Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.
- A. It is designed to follow the ITIL4 standard
- B. There is no Closed state. Problem records are moved to Completed
- C. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
- D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record
Answer: D
NEW QUESTION # 52
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ServiceNow CIS-ITSM certification exam is an industry-recognized certification that validates your knowledge and skills in implementing IT Service Management processes using ServiceNow. Certified Implementation Specialist - IT Service Management certification provides you with a competitive edge in the IT job market and opens up new career opportunities. If you are an IT professional working with ServiceNow ITSM, then taking the CIS-ITSM certification exam is a great way to validate your skills and knowledge in ITSM.
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