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ServiceNow Certified Implementation Specialist IT Service Management CIS-ITSM Quick Facts
The ServiceNow Certified Implementation Specialist – IT Service Management (CIS‑ITSM) certification empowers professionals to demonstrate their ability to implement and configure ServiceNow’s ITSM applications with confidence and precision. This overview equips you with focused insights that highlight the essential knowledge areas you need to excel in your certification journey.
Understanding the ServiceNow CIS‑ITSM Certification and Its Purpose
The ServiceNow CIS‑ITSM certification validates your expertise in designing, implementing, and maintaining IT Service Management applications within the ServiceNow platform. It confirms your ability to translate business processes into efficient digital workflows using modules like Incident, Problem, Change, Service Catalog, and the Configuration Management Database (CMDB).
This certification is ideal for implementation specialists, consultants, and platform owners who want to enhance their ServiceNow proficiency and drive operational excellence across IT service delivery.
Who Should Aim for the ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) Certification?
The ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification is designed for professionals who are passionate about delivering outstanding IT service delivery using the ServiceNow platform. This includes ServiceNow implementers, system administrators, consultants, and business analysts working with ITSM processes.
If you’re someone who enjoys solving operational challenges and helping organizations drive IT efficiency, this certification is a perfect fit. It validates your ability to configure, implement, and manage ITSM applications such as Incident, Problem, Change, and Request Management — all core to the ServiceNow ecosystem.
What Type of Career Advancement Can You Expect After Earning This Certification?
Becoming CIS-ITSM certified opens a wide array of opportunities in IT operations, digital transformation, and ServiceNow consulting. Certified individuals are well positioned for roles such as:
- ServiceNow ITSM Consultant
- Implementation Specialist or System Administrator
- ServiceNow Developer or Technical Architect
- IT Operations Manager
- IT Service Delivery Manager
With this certification, professionals often find themselves leading ServiceNow implementations and driving tangible service improvements in their organizations.
What Is the Exam Code for the ServiceNow ITSM Implementation Specialist Certification?
The exam is officially titled Certified Implementation Specialist – IT Service Management (CIS-ITSM). This designation confirms your mastery of configuring and deploying ITSM processes in ServiceNow environments.
When registering, look for the CIS-ITSM code to ensure you’re taking the right exam pathway.
What Topics and Domains Are Covered in the CIS-ITSM Exam?
The exam blueprint focuses on six essential domains that cover the lifecycle of ITSM processes and related ServiceNow capabilities. Each domain carries a defined weight toward your total score:
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Incident Management
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Problem Management
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Change Management
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Service Portfolio Management
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Service Catalog and Request Management
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Configuration Management Database (CMDB)
How Much Does the CIS-ITSM Exam Cost?
The ServiceNow CIS-ITSM exam costs $450 USD. This includes your proctored testing experience through Pearson VUE. Some training packages include a free exam voucher, so it's worth checking if your organization or training program offers this benefit before purchasing separately.
How Many Questions Are on the Exam?
There are 60 questions on the CIS-ITSM exam. These are a mix of multiple-choice and multiple-select formats. Each question is valued equally, and no partial credit is given on multi-select items.
You’ll encounter scenario-based questions that assess both your conceptual understanding and application of ServiceNow ITSM configurations in real-world contexts.
How Long Do You Have to Complete the Exam?
The exam duration is 90 minutes, giving you ample time to systematically read each question and analyze your answers. It’s a good idea to allocate time proportionally across the six domains to ensure balanced attention.
What Languages Is the Exam Offered In?
Currently, the exam is available in English and Japanese. The ServiceNow Global Certification team continuously evaluates adding more languages in the future, which reflects the growing international demand for ServiceNow skills.
What Is the Passing Score for the CIS-ITSM Exam?
To achieve certification, you need to meet or exceed a passing score of approximately 70%. ServiceNow uses a scaled scoring model, which means the exact cut score may vary slightly. You’ll see your conditional pass or fail result immediately after completing the exam, along with your performance breakdown by domain.
What Type of Questions Appear on the CIS-ITSM Exam?
You’ll encounter both multiple-choice (one correct answer) and multiple-select (choose all that apply) questions. These are designed to test not just memorization but your ability to recognize implementation patterns and apply configuration logic appropriately.
Some items will revolve around understanding how ServiceNow modules interact, while others measure your ability to configure lifecycle processes or interpret key business rules.
Are There Any Prerequisites for the ServiceNow ITSM Implementation Specialist Exam?
Yes, before registering for the CIS-ITSM exam, you must first earn the Certified Implementation Specialist – Data Foundations (CMDB and CSDM) certification.
ServiceNow strongly recommends completing foundational training such as ServiceNow Administration Fundamentals, ITSM Fundamentals, and Platform Implementation courses to strengthen your hands-on experience.
How Should You Prepare for the CIS-ITSM Exam?
ServiceNow offers official learning paths that guide you from fundamentals to implementation practice. Recommended preparation includes:
- Welcome to ServiceNow
- ServiceNow Administration Fundamentals
- Get Started with Now Create
- ServiceNow ITSM Fundamentals and Implementation Courses
- ITSM Implementation Simulator (for scenario-based practice)
You can reinforce your preparation by using hands-on labs in a ServiceNow instance and reviewing documentation on the official ServiceNow Product Documentation site.
Are There Official Sample Questions for the Exam?
Yes, ServiceNow provides several sample questions within its Exam Guide that illustrate the type of logic and scenario-based problem solving you’ll encounter. These questions highlight how knowledge of lifecycle states, configuration logic, and ServiceNow roles is evaluated.
How Hard Is the ServiceNow CIS-ITSM Certification Exam?
The exam is approachable with the right preparation and practical experience. If you’ve spent time in ServiceNow ITSM modules, you’ll find many questions quite intuitive. The key is hands-on familiarity — knowing how Incident, Problem, and Change records flow and how configuration decisions affect users and processes.
Learning by doing is the best way to prepare confidently and retain long-term knowledge.
What Happens If You Don’t Pass the Exam on the First Try?
If you do not pass, you can retake the exam after the required waiting period and by paying the exam fee again. ServiceNow provides detailed results by domain, helping you target your next round of study effectively.
Most successful candidates use this feedback to focus on specific areas and strengthen their configuration and process design knowledge before retaking.
How Do You Register for the ServiceNow CIS-ITSM Certification Exam?
Registration is available through the Now Learning platform and the Pearson VUE test delivery system. Once registered, you’ll have 90 days to schedule your exam either at an authorized testing center or online via OnVUE remote proctoring.
Make sure you have a quiet space, stable internet, and your ID ready before exam day.
Are There Recommended Resources or Practice Exams?
Absolutely. A great way to reinforce learning is to take realistic assessments that simulate the official test format. Check out this CIS-ITSM practice exam collection with detailed explanations to test your knowledge and identify areas for improvement.
How Can You Maintain Your ServiceNow ITSM Specialist Certification?
To keep your certification active, ServiceNow requires passing annual maintenance exams (delta exams) and paying a Certification Maintenance Program (CMP) fee. These ensure your skills stay aligned with the latest platform releases and evolving best practices.
ServiceNow will notify you when it’s time to complete maintenance requirements through your Now Learning account.
How Long Is the Certification Valid?
The certification remains valid as long as you complete annual maintenance requirements. This approach helps ensure all ServiceNow professionals maintain current knowledge as the platform evolves.
What Skills Will You Gain by Earning the CIS-ITSM Certification?
After completing and passing the exam, you’ll confidently understand how to:
- Manage and optimize core ITSM processes (Incident, Problem, Change, Request)
- Configure and integrate ITSM applications with the CMDB and Service Catalog
- Apply ServiceNow best practices for scalable implementation and data governance
- Drive IT efficiency by aligning workflows with business goals
Employers value these real-world capabilities, making CIS-ITSM credential holders stand out as skilled implementers.
Where Can You Find the Official ServiceNow CIS-ITSM Certification Page?
For official registration, prerequisites, and the most current learning roadmap, visit the official ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification page.
Becoming a ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) is a rewarding step for anyone passionate about improving IT service delivery and mastering one of the world’s most in-demand enterprise platforms. With solid preparation and hands-on practice, you’ll soon be ready to showcase your ServiceNow implementation expertise and elevate your career in digital service management.
