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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.
- Configuration Management Database: 5%
- Change and Release Management: 25%
- Problem Management: 10%
- Request Fulfillment Management: 25%
- Knowledge Management: 10%
- Incident Management: 25%
For each ITSM application, the candidate must know the following for each module
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
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
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.
Aim of the Certificate Exam
- Differentiate individual in a crowded job market
- Empower individuals to execute tasks with confidence and skill
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
For more info visit:
Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
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.
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITSM Foundation and Platform Concepts | - ServiceNow platform architecture and navigation - ITSM application overview |
| Topic 2: ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Topic 3: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Topic 4: Change Management | - Approval and risk management - Change types and workflows |
| Topic 5: Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Topic 6: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 7: Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
| Topic 8: CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
