Exam Overview

• Exam Code: CIS-ITSM
• Duration: 90 minutes
• Questions: 60 multiple choice
• Passing Score: 70%
• Prerequisite: CIS-Data Foundations (CIS-DF)
• Level: Professional (Implementation Specialist)

Exam Domains & Weights

Incident Management (25%)

• Incident lifecycle and states
• Priority calculation (Impact × Urgency)
• Categorization and assignment
• SLA management and escalation
• Major Incident handling
• Incident notifications and communication

Problem Management (15%)

• Problem lifecycle and states
• Root cause analysis techniques
• Known Error Database (KEDB)
• Workaround documentation
• Problem-Incident relationship

Change Management (25%)

• Change types (Standard, Normal, Emergency)
• Change Advisory Board (CAB)
• Risk assessment and approval workflows
• Conflict detection and scheduling
• Post-implementation review (PIR)
• Change calendar and blackout windows

Service Portfolio Management (5%)

• Service lifecycle management
• Service portfolio vs. service catalog
• Service offerings and commitments

Service Catalog & Request Management (25%)

• Catalog structure (catalogs, categories, items)
• Variable types and variable sets
• Order guides and Record Producers
• Catalog client scripts and UI policies
• Request fulfillment workflow
• Approval processes

Configuration Management Database (5%)

• CI relationships and dependency mapping
• Impact analysis for incidents and changes
• Service Mapping integration
• CMDB health and data quality

Preparation Strategy

1. Complete CIS-DF First: CIS-DF is a mandatory prerequisite
2. Focus on High-Weight Domains: Incident, Change, and Service Catalog (75% combined)
3. Hands-On Practice: Use a ServiceNow PDI (Personal Developer Instance)
4. Practice Questions: Complete all 300 practice questions
5. Flashcards: Review 50 key concept flashcards
6. Practice Exams: Take all 3 full-length practice exams
7. Review Weak Areas: Focus study on areas where practice exams show gaps

Key Tips

• Understand the difference between Incident and Problem management
• Know the three change types and when each is used
• Master Service Catalog variable types and fulfillment flow
• Be familiar with SLA calculation and escalation rules
• Understand how CMDB supports impact analysis