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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
- ServiceNow Platform Implementation (ILT)
- Service Portal Fundamentals (On-demand)
- Knowledge Management Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- Major Incident Management (On-demand)
- CIS-IT Service Management Exam Prep
- ServiceNow Fundamentals (ILT)
- Knowledge Management Implementation (On-demand)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- Mobile Development Fundamentals (On-demand)
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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Aim of the Certificate Exam
- Empower individuals to execute tasks with confidence and skill
- Differentiate individual in a crowded job market
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
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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.
For more info visit:
Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| 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 |
| Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows |
| Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation |
| Incident Management | 30% | - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules |
| Integrations & Advanced Features | 10% | - Service Portfolio Management - Service Operations Workspace configuration - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting |
