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Target Audience
The Certified Implementation Specialist - IT Service Management Certification Exam is targeted to ServiceNow customers, Partners, sales engineers, and others interested in becoming a certified implementation specialist for the ServiceNow ITSM platform. This exam certifies the candidates are skilled enough for configuring, implementing, and maintaining the ServiceNow ITSM platform and applications.
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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 Implementation (On-demand)
- Mobile Development Fundamentals (On-demand)
- Knowledge Management Fundamentals (On-demand)
- ServiceNow Fundamentals (ILT)
- CIS-IT Service Management Exam Prep
- Major Incident Management (On-demand)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
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
- 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
- General familiarity with industry terminology, acronyms, and initial-isms
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For more info visit:
Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
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.
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests |
| Problem Management | 20% | - Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Problem resolution and closure processes |
| Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications |
| Integrations & Advanced Features | 10% | - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| 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 |
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