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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.
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.
- Change and Release Management: 25%
- Problem Management: 10%
- Configuration Management Database: 5%
- Knowledge Management: 10%
- Request Fulfillment Management: 25%
- Incident Management: 25%
For each ITSM application, the candidate must know the following for each module
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
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
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.
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Topic 3: Integrations & Advanced Features | 10% | - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service level agreements for requests - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes |
| Topic 5: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation |
| Topic 6: Change Management | 20% | - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change success measurement and reporting |
