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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%
- Incident Management: 25%
- Knowledge Management: 10%
- Problem Management: 10%
- Configuration Management Database: 5%
- Change and Release Management: 25%
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
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
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
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.
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
- CIS-IT Service Management Exam Prep
- Mobile Development Fundamentals (On-demand)
- Knowledge Management Fundamentals (On-demand)
- Knowledge Management Implementation (On-demand)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- Major Incident Management (On-demand)
- Service Portal Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- ServiceNow Fundamentals (ILT)
- 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
- At least six months of hands-on experience working on ServiceNow Platform
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
Duration: 90 minutes
Exam Code: ServiceNow CIS-ITSM Certification Exam
Exam Mode: On-line Proctored Exam. Candidates can take the examination from any place at any time as per their convenience. Candidates also have the option to give exams at any of the authorized training centers. Candidates can select the exam mode based on their convenience at the time of registration. In both testing venues, the exam is conducted through a consistent, friendly, user interface customized for ServiceNow tests.
Exam Registration: Registration should be done using the ServiceNow Webassessor. For successful exam registration, candidates must have exam vouchers that can be obtained on completing the prerequisite pieces of training for ITSM implementation.
Number of Questions: 65 Questions
Exam Price: $150 (USD)
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam type: Multiple Choice Questions
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Incident Management | 15-20% | - Integration with other processes
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Change Management | 15-20% | - Change calendar and planning
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
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