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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.
Aim of the Certificate Exam
- 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
- Empower individuals to execute tasks with confidence and skill
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Problem Management | 20% | - Known error and workaround management - Problem resolution and closure processes - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
| Integrations & Advanced Features | 10% | - Service Portfolio Management - Integration between ITSM applications - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting |
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Incident Management | 30% | - Assignment rules, escalation, and notifications - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules |
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