Overview
ITSM Overview covers the foundational concepts of IT Service Management in ServiceNow, including how the core ITSM modules interact and align with ITIL best practices.
Why It Matters for the Exam
ITSM Overview is 10% of the CIS-ITSM exam. Questions test your understanding of how Incident, Problem, Change, and Request Management interact with each other and with the CMDB.
Key Concepts to Master
1ITIL alignment
2Module relationships
3CMDB integration
4Supporting applications
5Service portfolio
6Knowledge Management integration
7ITSM Standard vs Pro vs Enterprise
8CSDM domains
9ITSM personas and roles
💡 Exam Tips & Strategy
Focus on understanding how processes hand off to each other (e.g., Incident → Problem → Change). Know the supporting applications and architecture.
8
Practice Questions
10%
Exam Weight
CIS-ITSM
Certification