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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.
- Configuration Management Database: 5%
- Problem Management: 10%
- Request Fulfillment Management: 25%
- Change and Release Management: 25%
- Incident Management: 25%
- Knowledge Management: 10%
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
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
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.
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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the 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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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Change Management | - Approval and risk management - Change types and workflows |
| Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
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