Certified Implementation Specialist - ServiceNow Training and Certification
Preparation Guide for ServiceNow CIS-ITSM Certification Exam
Introduction
The Certified Implementation Specialist - IT Service Management Certification Exam certifies the candidate having skills and essential knowledge to configure, implement, and maintain ServiceNow ITSM application.
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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.
- Incident Management: 25%
- Knowledge Management: 10%
- Request Fulfillment Management: 25%
- Change and Release Management: 25%
- Configuration Management Database: 5%
- Problem Management: 10%
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
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
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.
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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.
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| Change Management | 20% | - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change success measurement and reporting - Change scheduling, risk assessment, and implementation |
| Incident Management | 30% | - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules |
| Problem Management | 20% | - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows |
| Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
