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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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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The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow |
| Topic 2: Problem Management | 20% | - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management - Problem lifecycle, identification, and investigation |
| Topic 3: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Service Portfolio Management - Integration between ITSM applications |
| Topic 4: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Topic 5: Change Management | 20% | - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests |
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