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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
- Single Response Multiple-choice questions: Only One 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
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Aim of the Certificate Exam
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
- Differentiate individual in a crowded job market
- Empower individuals to execute tasks with confidence and skill
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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.
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Assignment rules, escalation, and notifications |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
| Topic 3: Problem Management | 20% | - Root cause analysis and documentation - Problem resolution and closure processes - Problem lifecycle, identification, and investigation - Known error and workaround management |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Request lifecycle, approval, and fulfillment processes |
| Topic 5: Integrations & Advanced Features | 10% | - Service Operations Workspace configuration - Integration between ITSM applications - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management |
| Topic 6: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change success measurement and reporting - Change scheduling, risk assessment, and implementation |
