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CIS-ITSM Practice Assessment

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In this lesson, you will learn:

  • How this practice set is weighted
  • How to take it like the real exam
  • How to score yourself
  • What to do with wrong answers

🔁 Quick look back: Last time: Service Portfolio and CMDB Review. You learned the key service portfolio and CMDB facts, through SNWR Email and snwr-vpn-gw-01.

1 “Am I ready?”

You’ve reviewed every domain.

  • You feel ready, but you’re not sure.
  • Feelings aren’t a good guide.
  • You want a quick, honest check.

🎯 The problem: You can’t tell if you’re ready without testing yourself.

👉 The fix: take a mixed practice set, score it, and go back to the lessons for anything you miss.

2 How it’s weighted

The practice set's 13 questions, weighted like ServiceNow's official practice test of 118 questions. Incident: 3. Problem: 2. Change: 3. Service Catalog and Request: 3. Service Portfolio: 1. CMDB: 1.
Figure 1. 13 questions, in the same mix as the practice test.

📝 Note: The real exam has 60 questions in 90 minutes. That’s about 90 seconds per question. Check the current exam guide before you book.

3 How to score it

Score What to do
11 to 13 You’re ready. Book the exam
8 to 10 Review the lessons you missed, then retake
7 or fewer Go back to the review lessons first

💡 Good to know: Answer every question before you check any answers. That’s how the real exam feels.

4 Let’s try it: take the practice set

  1. Set a timer for 20 minutes.
  2. Answer all 13 questions below on paper, before opening any answer.
  3. Open each answer and mark yourself right or wrong.
  4. For each wrong answer, open the lesson named in the answer and read it again.
  5. Retake the set in two days. Aim for 11 or more.

5 Quick recap

  • The set is weighted like the official practice test
  • Answer everything before checking
  • 11 to 13: book the exam
  • Every answer names the lesson to review
  • Retake after reviewing

6 Check yourself

Think of your answer first. Then tap to check.

1 Incident. Impact is 2 and urgency is 2 on the baseline matrix. What priority? Show answer

3 – Moderate. See Incident Configuration › Priority Design: Impact and Urgency.

2 Incident. Which On Hold reason fits when an agent is waiting for the caller to test a fix? Show answer

Awaiting Caller. See Incident Configuration › The Incident Lifecycle and On Hold Reasons.

3 Incident. Twenty people report the same outage. How should the incidents be linked? Show answer

One parent incident, with the others as children. See Incident Configuration › Incident Tasks and Parent/Child Incidents.

4 Problem. What is a known error? Show answer

A problem with a known root cause, and usually a workaround. See Problem Management › Known Errors and Workarounds.

5 Problem. Five incidents about the same issue arrive in a month. What kind of problem is opened from this trend? Show answer

A proactive problem. See Problem Management › Scoping Problem Management: Reactive and Proactive.

6 Change. Which change type uses a pre-approved template? Show answer

Standard. See Change Types › Normal, Standard and Emergency Changes at SNWR.

7 Change. What shows when changes are not allowed, like a quarter-end freeze? Show answer

A blackout schedule. See Change Risk › Maintenance Windows and Blackout Schedules.

8 Change. What decides who must approve a normal change? Show answer

A change approval policy, using type and risk. See Change Approvals › Change Approval Policies.

9 Catalog. Which record holds one ordered item and its variables? Show answer

The requested item (RITM). See Catalog Design › Request Architecture: REQ, RITM and SCTASK.

10 Catalog. You want to reuse the same three questions on 12 items. What do you build? Show answer

A variable set. See Catalog Design › Catalog Item Design Standards.

11 Catalog. Which tool orders several items from one set of questions? Show answer

An order guide. See Request Fulfillment › Order Guides for New Joiners.

12 Service Portfolio. What is a service offering? Show answer

One version of a service, with its own promise. See Service Portfolio › Services and Service Offerings.

13 CMDB. Which list on a change shows services that could be affected? Show answer

Impacted services. See CMDB Usage › Impact Analysis for Changes.

Nice work! You tested yourself like the real exam. 🎉
Next up: Final Walkthrough: SNWR ITSM End to End

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