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.
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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%
- Knowledge Management: 10%
- Problem Management: 10%
- Request Fulfillment Management: 25%
- Incident Management: 25%
- Configuration Management Database: 5%
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.
Aim of the Certificate Exam
- Empower individuals to execute tasks with confidence and skill
- Differentiate individual in a crowded job market
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
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 Implementation Methodology (SIM) Fundamentals (eLearning)
- Service Portal Fundamentals (On-demand)
- Major Incident Management (On-demand)
- CIS-IT Service Management Exam Prep
- Automated Test Framework (ATF) Fundamentals (On-demand)
- Mobile Development Fundamentals (On-demand)
- ServiceNow Fundamentals (ILT)
- Knowledge Management Fundamentals (On-demand)
- ServiceNow Platform Implementation (ILT)
- Knowledge Management Implementation (On-demand)
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
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
- At least six months of hands-on experience working on ServiceNow Platform
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting |
| Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation |
| 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 |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories |
| Change Management | 20% | - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies |
