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Target Audience
The Certified Implementation Specialist - IT Service Management Certification Exam is targeted to ServiceNow customers, Partners, sales engineers, and others interested in becoming a certified implementation specialist for the ServiceNow ITSM platform. This exam certifies the candidates are skilled enough for configuring, implementing, and maintaining the ServiceNow ITSM platform and applications.
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Topics to Cover
ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.
Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification. Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.
- Configuration Management Database: 5%
- Request Fulfillment Management: 25%
- Knowledge Management: 10%
- Change and Release Management: 25%
- Problem Management: 10%
- Incident Management: 25%
For each ITSM application, the candidate must know the following for each module
Architecture and Security Key tables used in applications Relationships among tables Roles and default access controls Primary application components including Scripts, Business Rules, etc Integration capabilities
Baseline Application Functionality Basic and advanced features in baseline installation New functionality and features added or changed State model and default process flow Basic and advanced operations performed by users and system
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.
For more info visit:
Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Incident Management | 15-20% | - Incident creation and management
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Change Management | 15-20% | - Change request lifecycle
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| ITSM Framework and Setup | 20-25% | - Service catalog and service offerings
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Problem Management | 10-15% | - Problem workflow and states
|
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