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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.
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Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
Exam Preparation
Questions in the exam are based on official training material provided by ServiceNow over different official platforms. Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.
On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.
Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals
- Knowledge Management Fundamentals (On-demand)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- CIS-IT Service Management Exam Prep
- Mobile Development Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- ServiceNow Fundamentals (ILT)
- Service Portal Fundamentals (On-demand)
- Knowledge Management Implementation (On-demand)
- Major Incident Management (On-demand)
- ServiceNow Platform Implementation (ILT)
Candidates can get the details for these pieces of training on Now Learning portal
The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience working on ServiceNow Platform
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Topic 2: Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Root cause analysis and documentation |
| Topic 3: Change Management | 20% | - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Topic 5: Incident Management | 30% | - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes |
