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Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of 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.
This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.
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ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.
Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification. Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.
For each ITSM application, the candidate must know the following for each module
Architecture and Security Key tables used in applications Relationships among tables Roles and default access controls Primary application components including Scripts, Business Rules, etc Integration capabilities
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
Baseline Application Functionality Basic and advanced features in baseline installation New functionality and features added or changed State model and default process flow Basic and advanced operations performed by users and system
Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 30% | - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
| Topic 2: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Portfolio Management - Service Operations Workspace configuration |
| Topic 3: Change Management | 20% | - Change scheduling, risk assessment, and implementation - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies |
| Topic 4: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Known error and workaround management - Problem resolution and closure processes |
| Topic 5: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows |
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