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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 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 20% | - Root cause analysis and documentation - Problem lifecycle, identification, and investigation - Problem resolution and closure processes - Known error and workaround management |
| Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows |
| Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Change Management | 20% | - Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency |
| Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Operations Workspace configuration - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting |
| Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states |
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