ServiceNow CIS-ITSM Exam 2025/2026 | Certified
Implementation Specialist – IT Service
Management | Questions with 100% Verified
Correct Answers
CIS-ITSM Certification | Incident, Problem, Change, Request, Knowledge, CMDB, Service
Catalog, and ITIL® Alignment | Expert-Verified Q&A | Exam & Certification-Ready
Introduction
This document provides a comprehensive set of 100 questions and answers for the ServiceNow
Certified Implementation Specialist – IT Service Management (CIS-ITSM) Exam for the
2025/2026 certification cycle, aligned with the Xanadu release. The content covers critical IT
Service Management (ITSM) modules, including configuration, implementation, workflows,
incident lifecycle, change management, problem resolution, knowledge base structuring,
Configuration Management Database (CMDB) relationships, service catalog, and ITIL v4 best
practice alignment. Designed for IT professionals, implementation specialists, and consultants,
these questions ensure readiness for certification and practical application in ServiceNow ITSM
implementations. All answers are verified to reflect the latest ServiceNow platform capabilities
and industry standards.
Answer Format
All correct answers are highlighted in bold and green, with detailed rationales that explain the
correct selection, underlying ITSM principles, and ServiceNow configuration specifics, enabling
both exam mastery and on-the-job proficiency.
ServiceNow CIS-ITSM Exam 2025/2026 | Verified Q&A | Aligned with ServiceNow
Certification Blueprint | Prepared for Career & Implementation Excellence
Incident Management (Questions 1–20)
1. Which field on an incident form automatically populates based on the
Configuration Item (CI) selected?
a) Managed by
b) Support group
c) Approval group
d) Change group
b) Support group
Rationale: The Support group field auto-populates based on the CI’s support group, ensuring
incidents are assigned to the correct team for resolution.
,2. What is the default state of a newly created incident in ServiceNow?
a) In Progress
b) New
c) On Hold
d) Resolved
b) New
Rationale: A newly created incident starts in the "New" state, indicating it has been logged but
not yet acted upon, per ITIL and ServiceNow workflows.
3. Which business rule automatically assigns an incident to a group based
on the CI?
a) Populate Assignment Group based on CI/SO
b) Auto-populate ITSM Assignment Groups
c) ITSM Assignment Lookup Rule
d) Automatic Assignment for ITSM
c) ITSM Assignment Lookup Rule
Rationale: The ITSM Assignment Lookup Rule uses CI data to assign incidents to the
appropriate support group, enhancing automation.
4. In ServiceNow, what triggers the escalation of an incident?
a) SLA breach
b) User request
c) Change in priority
d) All of the above
d) All of the above
Rationale: Escalation can be triggered by an SLA breach, user request, or priority change,
depending on configuration and workflow needs.
5. Which incident state indicates that additional information is required
from the caller?
a) New
b) In Progress
c) On Hold
d) Resolved
c) On Hold
Rationale: The "On Hold" state is used when additional information is needed from the caller,
pausing resolution activities.
6. What is the purpose of the Incident Priority Matrix in ServiceNow?
a) To assign incidents to groups
b) To determine incident urgency and impact
c) To escalate incidents automatically
d) To close incidents
b) To determine incident urgency and impact
Rationale: The Priority Matrix calculates priority based on urgency and impact, guiding incident
handling per ITIL guidelines.
, 7. Which module in ServiceNow is used to track and manage incidents?
a) Service Catalog
b) Incident Management
c) Problem Management
d) Change Management
b) Incident Management
Rationale: The Incident Management module is specifically designed to log, track, and resolve
incidents.
8. What does the ‘Caller’ field represent in an incident record?
a) The assigned technician
b) The user reporting the incident
c) The approver of the incident
d) The manager of the support group
b) The user reporting the incident
Rationale: The Caller field identifies the user who reported the incident, critical for
communication and resolution.
9. Which ITIL process is most closely aligned with Incident Management?
a) Problem Management
b) Change Management
c) Service Asset and Configuration Management
d) Incident Management
d) Incident Management
Rationale: Incident Management in ServiceNow directly aligns with the ITIL Incident
Management process, focusing on restoring service.
10. What is a key metric for measuring incident management performance?
a) Mean Time to Resolution (MTTR)
b) Number of changes approved
c) Knowledge article views
d) CI relationships mapped
a) Mean Time to Resolution (MTTR)
Rationale: MTTR measures the average time to resolve incidents, a critical KPI for incident
management efficiency.
11. Which role can create and manage incidents in ServiceNow?
a) itil
b) admin
c) user
d) Both a and b
d) Both a and b
Rationale: The itil role allows incident creation and management, while the admin role has
broader permissions, including incident management.
Implementation Specialist – IT Service
Management | Questions with 100% Verified
Correct Answers
CIS-ITSM Certification | Incident, Problem, Change, Request, Knowledge, CMDB, Service
Catalog, and ITIL® Alignment | Expert-Verified Q&A | Exam & Certification-Ready
Introduction
This document provides a comprehensive set of 100 questions and answers for the ServiceNow
Certified Implementation Specialist – IT Service Management (CIS-ITSM) Exam for the
2025/2026 certification cycle, aligned with the Xanadu release. The content covers critical IT
Service Management (ITSM) modules, including configuration, implementation, workflows,
incident lifecycle, change management, problem resolution, knowledge base structuring,
Configuration Management Database (CMDB) relationships, service catalog, and ITIL v4 best
practice alignment. Designed for IT professionals, implementation specialists, and consultants,
these questions ensure readiness for certification and practical application in ServiceNow ITSM
implementations. All answers are verified to reflect the latest ServiceNow platform capabilities
and industry standards.
Answer Format
All correct answers are highlighted in bold and green, with detailed rationales that explain the
correct selection, underlying ITSM principles, and ServiceNow configuration specifics, enabling
both exam mastery and on-the-job proficiency.
ServiceNow CIS-ITSM Exam 2025/2026 | Verified Q&A | Aligned with ServiceNow
Certification Blueprint | Prepared for Career & Implementation Excellence
Incident Management (Questions 1–20)
1. Which field on an incident form automatically populates based on the
Configuration Item (CI) selected?
a) Managed by
b) Support group
c) Approval group
d) Change group
b) Support group
Rationale: The Support group field auto-populates based on the CI’s support group, ensuring
incidents are assigned to the correct team for resolution.
,2. What is the default state of a newly created incident in ServiceNow?
a) In Progress
b) New
c) On Hold
d) Resolved
b) New
Rationale: A newly created incident starts in the "New" state, indicating it has been logged but
not yet acted upon, per ITIL and ServiceNow workflows.
3. Which business rule automatically assigns an incident to a group based
on the CI?
a) Populate Assignment Group based on CI/SO
b) Auto-populate ITSM Assignment Groups
c) ITSM Assignment Lookup Rule
d) Automatic Assignment for ITSM
c) ITSM Assignment Lookup Rule
Rationale: The ITSM Assignment Lookup Rule uses CI data to assign incidents to the
appropriate support group, enhancing automation.
4. In ServiceNow, what triggers the escalation of an incident?
a) SLA breach
b) User request
c) Change in priority
d) All of the above
d) All of the above
Rationale: Escalation can be triggered by an SLA breach, user request, or priority change,
depending on configuration and workflow needs.
5. Which incident state indicates that additional information is required
from the caller?
a) New
b) In Progress
c) On Hold
d) Resolved
c) On Hold
Rationale: The "On Hold" state is used when additional information is needed from the caller,
pausing resolution activities.
6. What is the purpose of the Incident Priority Matrix in ServiceNow?
a) To assign incidents to groups
b) To determine incident urgency and impact
c) To escalate incidents automatically
d) To close incidents
b) To determine incident urgency and impact
Rationale: The Priority Matrix calculates priority based on urgency and impact, guiding incident
handling per ITIL guidelines.
, 7. Which module in ServiceNow is used to track and manage incidents?
a) Service Catalog
b) Incident Management
c) Problem Management
d) Change Management
b) Incident Management
Rationale: The Incident Management module is specifically designed to log, track, and resolve
incidents.
8. What does the ‘Caller’ field represent in an incident record?
a) The assigned technician
b) The user reporting the incident
c) The approver of the incident
d) The manager of the support group
b) The user reporting the incident
Rationale: The Caller field identifies the user who reported the incident, critical for
communication and resolution.
9. Which ITIL process is most closely aligned with Incident Management?
a) Problem Management
b) Change Management
c) Service Asset and Configuration Management
d) Incident Management
d) Incident Management
Rationale: Incident Management in ServiceNow directly aligns with the ITIL Incident
Management process, focusing on restoring service.
10. What is a key metric for measuring incident management performance?
a) Mean Time to Resolution (MTTR)
b) Number of changes approved
c) Knowledge article views
d) CI relationships mapped
a) Mean Time to Resolution (MTTR)
Rationale: MTTR measures the average time to resolve incidents, a critical KPI for incident
management efficiency.
11. Which role can create and manage incidents in ServiceNow?
a) itil
b) admin
c) user
d) Both a and b
d) Both a and b
Rationale: The itil role allows incident creation and management, while the admin role has
broader permissions, including incident management.
