Target Audience
The Certified Implementation Specialist - IT Service Management Certification Exam is targeted to ServiceNow customers, Partners, sales engineers, and others interested in becoming a certified implementation specialist for the ServiceNow ITSM platform. This exam certifies the candidates are skilled enough for configuring, implementing, and maintaining the ServiceNow ITSM platform and applications.
Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Exam type: Multiple Choice Questions
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
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.
Duration: 90 minutes
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.
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam Code: ServiceNow CIS-ITSM Certification Exam
Number of Questions: 65 Questions
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes |
| Topic 2: Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management |
| Topic 3: Incident Management | 30% | - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states |
| Topic 4: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency |
| Topic 5: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
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