Certified Implementation Specialist - IT Service Management (CIS-ITSM) Mainline Blueprint


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Updated January 2026

 

Introduction

The ServiceNow Certified Implementation Specialist—IT Service Management Exam Specification document defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites for earning the Certified Implementation Specialist—IT Service Management certification. 

 

Exam Purpose

The Certified Implementation Specialist – IT Service Management exam confirms you have the knowledge and skills to configure, implement, and maintain ServiceNow ITSM applications. This certification validates their ability to manage incidents, problems, and change lifecycles, configure service catalog and request management, and integrate with the CMDB. Certified individuals optimize IT service delivery and enhance operational efficiency.  

 

Exam Audience

The ServiceNow Certified Implementation Specialist - IT Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow ITSM Certified Implementation Specialist. Here is the recommended experience:

  • Six months general ServiceNow platform experience
  • Six months ServiceNow Implementation experience

 

Exam Prerequisites 

Prerequisite Certification 

  • Candidates must hold the Certified Implementation Specialist – Data Foundations (CMDB and CSDM) Certification before registering for this exam. 

 

Exam Preparation

Exam questions are based on official ServiceNow training materials, the ServiceNow Product documentation site, and the ServiceNow developer site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination.

ServiceNow recommends completing these training course(s) in preparation for the Certified Implementation Specialist—IT Service Management exam.  

  • Welcome to ServiceNow
  • ServiceNow Administration Fundamentals
  • ServiceNow Administration Advanced 
  • ServiceNow Get Started with Now Create  
  • ServiceNow Platform Implementation  
  • CMDB Fundamentals 
  • ServiceNow ITSM Fundamentals  
  • ServiceNow ITSM Implementation 

 

Additional Resources

In addition to the above, the candidate may find the following additional resources valuable in preparation for the exam.

  • Credentialing Program Guide – a resource to guide you through the entire certification process
  • CSDM Fundamentals
  • Knowledge Management Fundamentals
  • Knowledge Management Implementation
  • Major Incident Management Fundamentals
  • Major Incident Management Implementation
  • Scripting in ServiceNow Fundamentals
  • Employee Center Essentials
  • ITSM Implementation Simulator

 

Exam Scope

This table shows the exam domains, weightings, sub-topics, and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of the exam content.  

 

Number of Domains

Exam Domain

Percent of Exam

1

Incident Management

  • Architecture
  • Scoping and Requirements
  • Configuration: Incident lifecycle

25%

2

Problem Management

  • Architecture
  • Scoping and requirements
  • Problem Lifecycle Configuration

15%

3

Change Management

  • Change Management architecture and configuration

25%

 

4

Service Portfolio Management

5%

5

Service Catalog and Request Management

  • Architecture
  • Scoping and Requirements
  • Configuration
  • Integrations

25%

 

6

Configuration Management Database

5%

Total

100%

 

Exam Registration

 Step 1: Register for your exam 

  • Registration = payment. This step secures your exam attempt. Learning credits and credit card payments are accepted. Instructor-led training completion includes one free exam attempt. Discounted exam pricing may be available through associated company benefits.  
  • Click here to register for the CIS – ITSM exam. 
  • You can register at any time. Once registered, you have 90 days to schedule and complete your exam. 
  • Exam fees are non-refundable. Register only when you are prepared to schedule your exam. 

Step 2: Schedule your exam 

  • Click here to register for the CIS – ITSM exam. Note: ServiceNow provides reasonable accommodation to individuals with disabilities or English as a Second Language (ESL) while taking the certification exam. 
  • Schedule within 90 days. After registration, you must schedule your exam appointment and complete your exam within 90 days. 

Step 3: Choose your exam delivery method 

  • From the My Exams page, you will be directed to Pearson. 
  • Choose to take your exam at a Pearson test center or online with OnVUE, where proctors observe via a webcam. 

Step 4: Complete your exam  

  •  If you do not complete your exam within 90 days, your registration will expire, and you will need to register and pay the full exam fee again (start at step 1 again). 

 

 

Exam Structure

Exam Duration

The exam duration is 90 minutes.

Number of Items

The exam consists of 60 questions.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least three possible responses. Select the correct response. 

Multiple Select (select all that apply)

There are at least four possible responses for each multiple-select question on the exam. The question will state how many responses should be selected. Select ALL correct responses. Partial credit is not provided. 

 

Exam Result

An exam result notification is immediately displayed as a *conditional pass or fail after completing and submitting the exam.  

In addition, an exam result report is available and shows your exam result and the percentage of items in each section you answered correctly. Your exam result is conditional, meaning your results are preliminary and may be updated upon final review.  

*A conditional result means the exam can be audited and reviewed at any time, and the certification may be revoked after investigation if it is found that the ServiceNow Test Security Policies have been violated.   

 

 Understanding Your Results: 

 
Each question on the exam is worth one point. Your total score is compared to a predetermined cut score - this score is not publicly shared and is not always 70%  - to determine a pass or fail outcome. The section percentages on the exam result notification show how you performed in each domain, but they do not determine your overall result, should not be averaged, and do not indicate expertise. 

 

 

If You Pass: 

  • You will earn the Certified Implementation Specialist – IT Service Management certification and receive a Credly digital badge to showcase your achievement. 
  • To maintain your certification, complete annual maintenance exams (deltas) and pay the yearly Certification Maintenance Program (CMP) fee. 

 

If You Do Not Pass: 

  • Review the exam blueprint and the recommended training before retaking the exam. 
  • The retake policy requires a waiting period between attempts and payment of the exam fee for each attempt. 

 

Sample Questions

Sample Item #1

In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days? 

A. The incident is automatically moved to a Closed state 

B. A notification is sent to the Assignment Group manager requesting review of the incident record 

C. A notification is sent to the user assigned to the review of the incident record 

D. A post-incident report is automatically created 

Answer: A

 

Sample Item #2

What defines when a problem record can automatically move from the New to the Assess state?

A. Problem state UI action 

B. ProblemUtils script includes 

C. Update Problem State to Assess business rule 

D. Problem state UI policy 

Answer: C

 

Sample Item #3

Conflict detection in change management can identify conflicts from which of the following reasons? (choose three)

A. The change schedule is during blackout periods 

B. The CI is not in the maintenance window 

C. Existing scheduled changes to the CI 

D. The change scheduled is outside of business hours 

E. The changes schedule does not give appropriate lead time

Answer: A, B, C

 

Sample Item #4

Which ServiceNow user role provides read-only access to service and service offering records?

A. service_viewer 

B. service_editor

C. portfolio_viewer

D. portfolio_editor

Answers: A

 

Sample Item #5

The Incident Variable Editor is used to display on which of these records? 

A. Catalog items 

B. Catalog tasks 

C. Incidents created via Now Mobile 

D. Incidents created via record producer 

Answers: D

 

Sample Item #6

Which role has the ability to create a new CI class?  (choose two)

A. admin 

B. itil_admin+itil 

C. ecmdb_admin 

D. app_admin 

Answer: A, B

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