Topics to Cover
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.
- Knowledge Management: 10%
- Problem Management: 10%
- Request Fulfillment Management: 25%
- Configuration Management Database: 5%
- Change and Release Management: 25%
- Incident Management: 25%
For each ITSM application, the candidate must know the following for each module
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
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
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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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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Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Exam type: Multiple Choice Questions
Duration: 90 minutes
Exam Price: $150 (USD)
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
Exam Mode: On-line Proctored Exam. Candidates can take the examination from any place at any time as per their convenience. Candidates also have the option to give exams at any of the authorized training centers. Candidates can select the exam mode based on their convenience at the time of registration. In both testing venues, the exam is conducted through a consistent, friendly, user interface customized for ServiceNow tests.
Number of Questions: 65 Questions
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam Code: ServiceNow CIS-ITSM Certification Exam
Exam Registration: Registration should be done using the ServiceNow Webassessor. For successful exam registration, candidates must have exam vouchers that can be obtained on completing the prerequisite pieces of training for ITSM implementation.
Exam Preparation
Questions in the exam are based on official training material provided by ServiceNow over different official platforms. Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.
On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.
Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals
- Automated Test Framework (ATF) Fundamentals (On-demand)
- Mobile Development Fundamentals (On-demand)
- ServiceNow Platform Implementation (ILT)
- Major Incident Management (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- CIS-IT Service Management Exam Prep
- Knowledge Management Implementation (On-demand)
- ServiceNow Fundamentals (ILT)
- Knowledge Management Fundamentals (On-demand)
- Service Portal Fundamentals (On-demand)
Candidates can get the details for these pieces of training on Now Learning portal
The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience working on ServiceNow Platform
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITSM Framework and Setup | 20-25% | - Service catalog and service offerings
|
| Topic 2: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 3: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Topic 4: Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Topic 5: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 6: Change Management | 15-20% | - Change request lifecycle
|
| Topic 7: Service Level Management | 10-15% | - SLA definitions and metrics
|
| Topic 8: Knowledge Management | 5-10% | - Knowledge base structure
|
| Topic 9: Incident Management | 15-20% | - Integration with other processes
|
| Topic 10: Problem Management | 10-15% | - Problem workflow and states
|
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