Updated September, 2023
Introduction
The ServiceNow Certified Implementation Specialist - IT Service Management Exam Specification document defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to earn the Certified Implementation Specialist - IT Service Management certification.
Exam Purpose
The ServiceNow Certified Implementation Specialist - IT Service Management exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications.
Exam Audience
The ServiceNow Certified Implementation Specialist - IT Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow ITSM Certified Implementation Specialist.
Exam Preparation
Exam questions are based on official ServiceNow training materials, the ServiceNow Product documentation site, and the ServiceNow developer site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination.
Prerequisite ServiceNow Training
ServiceNow recommends the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - IT Service Management exam. Information provided in the following ServiceNow training course(s) contain source material for the exam.
- Welcome to ServiceNow
- ServiceNow Administration Fundamentals
- ServiceNow Administration Advanced
- ServiceNow Get Started with Now Create
- ServiceNow Platform Implementation
- CMDB Fundamentals
Required ServiceNow Training
ServiceNow requires completion of the following training course(s) and certification(s). The content in these courses covers the exam learning domains and will help you prepare for the exam.
- ServiceNow ITSM Fundamentals
- ServiceNow ITSM Implementation
Upon completion of the ITSM Implementation course, the candidate will be eligible to obtain or purchase a nontransferable voucher code to register for the Certified Implementation Specialist - IT Service Management exam.
Additional Recommended Resources
In addition to the above, the candidate may find the following additional resources valuable in preparation for the exam.
- Credentialing Program Guide – a resource to guide you through the entire certification process
- CSDM Fundamentals
- Knowledge Management Fundamentals
- Knowledge Management Implementation
- Major Incident Management Fundamentals
- Major Incident Management Implementation
- Scripting in ServiceNow Fundamentals
- Employee Center Essentials
- ITSM Implementation Simulator
Additional Recommended Experience
- Six months general ServiceNow platform experience
- Six months ServiceNow Implementation experience
- General familiarity with industry terminology, acronyms, and initialisms
Exam Scope
Learning domains are the key topics and specific objectives included in the exam. Exam content or exam items are divided into learning domains.
The following table shows the learning domains, weightings, sub-topics, and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of the exam content.
Number of Domains |
Learning Domain |
Percent of Exam |
1 |
Incident Management |
25% |
2 |
Problem Management |
15% |
3 |
Change and Release Management |
25% |
4 |
Service Portfolio Management |
5% |
5 |
Service Catalog and Request Management |
25% |
6 |
Configuration Management Database |
5% |
Total |
100% |
Exam Registration
ServiceNow partners with Kryterion using its Webassessor platform for exam registration. Our mainline exams are offered at Kryterion Test Centers or can be taken anywhere online while a Kryterion proctor monitors the exam appointment.
To register for an exam, you will need to create a Webassessor account and then link it to your Now Learning account.
For individuals with a disability or English as Second Language (ESL), ServiceNow does offer reasonable accommodation while taking the certification exam.
Exam Structure
Exam Duration
The exam duration is 90 minutes.
Number of Items
The exam consists of 60 questions.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible responses. Select the one response that most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. Select ALL responses that accurately answer the question. Partial credit is not provided.
Exam Result
The exam result is immediately displayed as a conditional pass or fail result after completing and submitting the exam. Additional scoring information can be found in the Obtain the Exam Result lesson in the Credentialing Program Guide.
Pass Result
A pass result indicates that the certification has been earned. The only information shared is the pass result. The pass result is conditional, meaning the exam at any time can be audited, reviewed, and the certification may be revoked after investigation if it is found that the ServiceNow Test Security Policies have been violated.
To maintain a ServiceNow Certification, you will need to pass delta exams and pay the annual Certification Maintenance Program (CMP) Fee.
Fail Result
A failed result indicates that the certification was not earned. The percent earned for each learning domain is shared. For the next exam attempt, focus on the learning domains with the lowest percentage scores.
Sample Questions
Sample Item #1
In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days?
A. The incident is automatically moved to a Closed state
B. A notification is sent to the Assignment Group manager requesting review of the incident record
C. A notification is sent to the Assigned to user requested review of the incident record
D. A post incident report is automatically created
Answer: A
Sample Item #2
What defines when a problem record can automatically move from the New to Assess state?
A. Problem state UI action
B. ProblemUtils script include
C. Update Problem State to Assess business rule
D. Problem state UI policy
Answer: C
Sample Item #3
Conflict detection in change management can identify conflicts from which of the following reasons?
A. The change schedule is during blackout periods
B. The CI is not in the maintenance window
C. Existing scheduled changes to the CI
D. The change scheduled is outside of business hours
E. The changes schedule does not give appropriate lead time
Answer: A, B, C
Sample Item #4
Which ServiceNow user role provides read-only access to service and service offering records?
A. service_viewer
B. service_editor
C. portfolio_viewer
D. portfolio_editor
Answers: A
Sample Item #5
The Incident Variable Editor is used to display on which of these records?
A. Catalog items
B. Catalog tasks
C. Incidents created via Now Mobile
D. Incidents created via record producer
Answers: D
Sample Item #6
Which role has the ability to create a new CI class?
A. admin
B. itil_admin+itil
C. ecmdb_admin
D. app_admin
Answer: A, B