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Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Exam Price: $150 (USD)
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.
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
Exam type: Multiple Choice Questions
Exam Code: ServiceNow CIS-ITSM Certification Exam
Number of Questions: 65 Questions
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.
Duration: 90 minutes
Scope
This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.
Free renewal
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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.
- Incident Management: 25%
- Problem Management: 10%
- Configuration Management Database: 5%
- Knowledge Management: 10%
- Change and Release Management: 25%
- Request Fulfillment Management: 25%
For each ITSM application, the candidate must know the following for each module
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
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
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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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem resolution and closure processes - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Topic 3: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states |
| Topic 4: Integrations & Advanced Features | 10% | - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications |
| Topic 5: Change Management | 20% | - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change types: Standard, Normal, Emergency |
| Topic 6: 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 |
