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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.
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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.
- Change and Release Management: 25%
- Problem Management: 10%
- Knowledge Management: 10%
- Request Fulfillment Management: 25%
- Configuration Management Database: 5%
- 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
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
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.
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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.
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change success measurement and reporting |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes |
| Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes |
| Integrations & Advanced Features | 10% | - Service Portfolio Management - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
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