Zurich Mock Tests: ServiceNow IT Service Management (ITSM)

Latest update (April 2026): Updated all practice questions to the latest ServiceNow release: Zurich.Course DetailsThis is a practice test course with the most comprehensive sets of questions with detailed answer explanations, images, diagrams, and screenshots for visual learning, and a reference link for each question if you are interested in learning more. The purpose of the course is to help you achieve the 'ServiceNow Certified Implementation Specialist certification in IT Service Management (CIS-ITSM)' and learn about the key features and functionality of the ServiceNow ITSM applications. It also helps you familiarise yourself with the exam format and structure, and practice your knowledge in a simulated exam environment.The course is being updated on a regular basis to align with the latest ServiceNow release and the exam changes.Exam Preparation The CIS-ITSM exam certifies that you have the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications.Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site.  This course should not be considered an official study or exam material and should only be used to practice for the mainline exam.Exam ScopeIncident Management (25%)Problem Management (15%)Change Management (25%)Service Portfolio Management (5%)Service Catalogue and Request Management (25%)Configuration Management Database (5%)It is recommended to know the following for each ITSM application:Baseline Application FunctionalityBasic and advanced features in baseline installatio