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The CIS-ITSM certification is designed for IT professionals who want to demonstrate their expertise in implementing ServiceNow IT Service Management solutions. It covers a wide range of topics, including incident management, problem management, change management, configuration management, service catalog management, and service level management. Certified Implementation Specialist - IT Service Management certification exam tests candidates' knowledge and skills in these areas, as well as their ability to configure and customize ServiceNow ITSM applications.
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ServiceNow CIS-ITSM Exam consists of 60 multiple-choice questions that candidates must answer within 90 minutes. CIS-ITSM exam covers various topics, including IT Service Management processes, ITIL concepts, ServiceNow Service Catalog, Incident Management, Problem Management, Change Management, and Service Level Management. CIS-ITSM exam also tests candidates' knowledge in ServiceNow configuration and administration, including user administration, workflow, notifications, and reporting.
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 15-20% | - Integration with other processes
|
| Topic 2: Service Level Management | 10-15% | - SLA definitions and metrics
|
| Topic 3: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 4: Change Management | 15-20% | - Change calendar and planning
|
| Topic 5: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 6: ITSM Framework and Setup | 20-25% | - Service catalog and service offerings
|
| Topic 7: Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Topic 8: Problem Management | 10-15% | - Problem workflow and states
|
| Topic 9: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Topic 10: Knowledge Management | 5-10% | - Knowledge base structure
|
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