Free CIS-ITSM Sample Questions — Certified Implementation Specialist - IT Service Management
Certified Implementation Specialist - IT Service Management (CIS-ITSM) is a specialist-level ServiceNow certification exam. The blueprint splits the exam across 6 domains, starting with ITSM Fundamentals, Incident Management, Problem Management. On exam day you face around 230 questions in 90 minutes, in formats such as multiple choice. The 20 questions below are free samples written to match that style: answer each one first, then reveal the correct answer and note which topics you miss. The CIS-ITSM is rated medium in difficulty, and most candidates prepare with at least 12 months of hands-on experience. Because every answer is revealed in place, you can work through the whole set without leaving this page. Work through all 20 samples before deciding whether to buy the full 230+ question PDF.
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Question 1
If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
A. An error is displayed indicating the agent must manually assign the incident
B. The agent is prompted to select the Assignment group
C. The Assignment group field automatically populates with the agent's primary group
D. The Assignment group field will not populate
Show Answer
Correct Answer:
B. The agent is prompted to select the Assignment group
Question 2
What would you use to define a common grouping of configuration items such as all web servers in Miami?
A. CI class
B. Dependent group
C. CSDM component group
D. Dynamic CI group
Show Answer
Correct Answer:
D. Dynamic CI group
Question 3
By default, when using Inbound actions, what happens if an email is received and has an Incident watermark?
A. Incident record is set to state = on hold
B. Incident SLA clock is paused
C. Incident record is updated, per the action's script
D. Auto-reply sent to sender, recommending they use Portal chat
Show Answer
Correct Answer:
C. Incident record is updated, per the action's script
Question 4
Where are the technical approvals defined, that are executed in the Change - Normal - Assess flow?
A. Change Approval Policy
B. Change Assess Approval Subflow
C. Change Approval Matrix
D. Change Approval Subflow
Show Answer
Correct Answer:
A. Change Approval Policy
Question 5
Problem management provides what benefits for Incident management? (Choose two.)
A. Solutions implemented reduce future incidents
B. Published workarounds help quickly resolve incidents
C. Problem investigations automatically triggered for multiple user incidents
D. Incident managers authorize problem investigations
Show Answer
Correct Answer:
A. Solutions implemented reduce future incidents
B. Published workarounds help quickly resolve incidents
Question 6
What defines which catalog items, and in what order, are included in an Order Guide?
A. Order guide template
B. Rules
C. Variable sets
D. UI policies
Show Answer
Correct Answer:
B. Rules
Question 7
Prior to Quebec, when you click Change > Create New, which page is displayed?
A. Change Landing Page
B. Change Form
C. Change Catalog
D. Change Wizard
E. Change Interceptor
Show Answer
Correct Answer:
E. Change Interceptor
Question 8
A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?
A. Use the Pin feature
B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane
Show Answer
Correct Answer:
A. Use the Pin feature
Question 9
What defines the required approvals and the associated conditions for a change model?
A. change approval policy
B. change model's state transitions
C. change model approval definition
D. change approval lifecycle flow
Show Answer
Correct Answer:
A. change approval policy
Question 10
When a user clicks on the Communicate workaround UI action on the Problem form, what happens?
A. Workaround is written to the Comments field on any open Incident associated with the problem
B. Workaround is written to the Workaround field on any incident associated with the problem
C. Workaround is written to a draft Knowledge article
D. Workaround is written to the Work notes field on any open Incident associated with the problem
Show Answer
Correct Answer:
D. Workaround is written to the Work notes field on any open Incident associated with the problem
Question 11
What is the minimum number of offering(s) a service must have to move to the Catalog phase?
A. 1
B. 2
C. 3
D. 4
Show Answer
Correct Answer:
A. 1
Question 12
What are two effective measures of performance for the Problem Management process? (Choose two.)
A. Problems older than 30 days by Priority and State
B. Number of Problem that have Breached SLAs
C. Percentage of Problem Resolution within SLA by Category
D. Average Problem Resolution Time
Show Answer
Correct Answer:
A. Problems older than 30 days by Priority and State
D. Average Problem Resolution Time
Question 13
Which baseline Change Flow automatically generates a Change task, for Post Implementation Review?
A. Change - Emergency - Review
B. Change - Emergency - Authorize
C. Change - P1 - Review
D. Change - Major Incident - Authorize
E. Change - Emergency - PIR
Show Answer
Correct Answer:
A. Change - Emergency - Review
Question 14
Which of the following Change Task Types are available by default? (Choose three.)
A. Planning
B. Testing
C. Review
D. Deployment
E. Verification
Show Answer
Correct Answer:
A. Planning
B. Testing
C. Review
Question 15
When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?
A. Editors
B. Item Admins
C. Item Owners
D. Authors
Show Answer
Correct Answer:
A. Editors
Question 16
Which role has the ability to modify the cart layout?
A. itil
B. itil_admin
C. catalog_admin
D. catalog_manager
Show Answer
Correct Answer:
C. catalog_admin
Question 17
Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer
Show Answer
Correct Answer:
C. Edit in Catalog Builder
Question 18
When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)
A. sn_incident_update
B. sn_incident_read
C. sn_incident_write
D. sn_incident_insert
Show Answer
Correct Answer:
B. sn_incident_read
C. sn_incident_write
Question 19
Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?
A. Processes
B. Flows
C. Procedures
D. Actions
E. Scripts
Show Answer
Correct Answer:
B. Flows
Question 20
Which of the following cannot be defined or set through a Catalog UI Policy?
A. Apply a requirement to all form views
B. Setting a variable to mandatory
C. Reverse UI Policy if conditions are false
D. Setting a variable to read-only
Show Answer
Correct Answer:
A. Apply a requirement to all form views
CIS-ITSM sample questions FAQ
Are these CIS-ITSM sample questions from the real exam?
No. They are original practice questions written to match the format and topic mix of the Certified Implementation Specialist - IT Service Management exam, which contains around 230 questions. Treat them as representative practice, not leaked exam content.
How many free CIS-ITSM sample questions do I get?
This page includes 20 questions, each with its correct answer you can reveal in place. The full study PDF expands that to 230+ questions.
Do the sample questions include the correct answers?
Yes. Open the answer panel under each question to see which option is correct. Answer first, then reveal, so the set works as a self-check rather than a reading exercise.
Is 20 sample questions enough to pass the CIS-ITSM?
Not on its own. Use the samples to find weak topics, revise them against the official domains, then work through the full 230+ question set under timed conditions before booking the exam.
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