914 Customer Reviews 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%
- Knowledge Management: 10%
- Configuration Management Database: 5%
- Incident Management: 25%
- Request Fulfillment Management: 25%
- Problem 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
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
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
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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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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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations & Advanced Features | 10% | - Service Portfolio Management - Integration between ITSM applications - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting |
| Topic 2: Change Management | 20% | - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change scheduling, risk assessment, and implementation |
| Topic 3: Incident Management | 30% | - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules |
| Topic 4: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 5: Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows - Service catalog design, items, and categories |
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