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Aim of the Certificate Exam
- Differentiate individual in a crowded job market
- Empower individuals to execute tasks with confidence and skill
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
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.
- Request Fulfillment Management: 25%
- Knowledge Management: 10%
- Change and Release Management: 25%
- Incident Management: 25%
- Configuration Management Database: 5%
- Problem Management: 10%
For each ITSM application, the candidate must know the following for each module
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
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
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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For more info visit:
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Incident Management | 30% | - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Incident lifecycle and process flow |
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change success measurement and reporting |
| Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes |
| Problem Management | 20% | - Known error and workaround management - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation |
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