CIS-ITSM Practice Questions
Certified Implementation Specialist - IT Service Management
63 practice questions across 7 topics • 15 free
Exam Overview
Practice Questions
63 questions from 7 topicsWhat is the primary objective of Incident Management in ServiceNow?
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Which incident state indicates that the service issue has been fixed but is waiting for user confirmation?
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When does the SLA clock for incident resolution end?
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Which type of change requires comprehensive assessment and authorization including CAB approval?
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What is the primary characteristic of a standard change?
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What is the primary goal of Problem Management?
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What is the Known Error Database (KEDB)?
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What are the four stages of the Request Management lifecycle?
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What is the purpose of an Order Guide in the Service Catalog?
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Which of the following best describes a 'service' in the context of IT Service Management?
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What is the relationship between the CMDB and CSDM in ServiceNow?
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What does SLA stand for in ServiceNow ITSM?
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What color indicates a breached SLA in the ServiceNow SLA timeline?
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What is the purpose of Benchmarks in ServiceNow ITSM?
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Which of the following are common ITSM KPIs that can be tracked through Benchmarks? (Select two)
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Practice by Topic
Focus on specific areas to strengthen your weak points
Exam Domains
ITSM Overview
10%ITSM fundamentals, ITIL alignment, and module relationships
Incident Management
20%Advanced incident configuration, major incidents, and escalations
Problem Management
15%Problem analysis, known error management, and workarounds
Change Management
20%Standard/normal/emergency changes, CAB, and risk assessment
Request Management
15%Service requests, catalog items, and fulfillment workflows
SLA Management
10%SLA definitions, schedules, and breach handling
Reporting & Metrics
10%ITSM reports, KPIs, and Performance Analytics
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