Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
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For more info visit:
Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
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)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- Knowledge Management Fundamentals (On-demand)
- CIS-IT Service Management Exam Prep
- Service Portal Fundamentals (On-demand)
- Mobile Development Fundamentals (On-demand)
- Knowledge Management Implementation (On-demand)
- Major Incident Management (On-demand)
- ServiceNow Platform Implementation (ILT)
- ServiceNow Fundamentals (ILT)
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
- At least six months of hands-on experience working on ServiceNow Platform
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
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.
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation |
| Topic 2: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications |
| Topic 3: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change success measurement and reporting |
| Topic 4: 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 5: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Topic 6: Integrations & Advanced Features | 10% | - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications |
