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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

  • Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
  • Multiple Response Multiple-choice questions: Two or More 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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Aim of the Certificate Exam

  • Differentiate individual in a crowded job market
  • Empower individuals to execute tasks with confidence and skill
  • Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries

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.

Reference: https://nowlearning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&achievement_id=6c8e1d77dbc27f40de3cdb85ca961970

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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

  • Service Portal Fundamentals (On-demand)
  • Major Incident Management (On-demand)
  • ServiceNow Fundamentals (ILT)
  • Knowledge Management Implementation (On-demand)
  • Mobile Development Fundamentals (On-demand)
  • Knowledge Management Fundamentals (On-demand)
  • ServiceNow Platform Implementation (ILT)
  • ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
  • CIS-IT Service Management Exam Prep
  • Automated Test Framework (ATF) 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 in implementing applications on ServiceNow Platform
  • At least six months of hands-on experience working on ServiceNow Platform

ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:

SectionWeightObjectives
Problem Management10-15%- Problem workflow and states
  • 1. Linking incidents to problems
  • 2. Problem categorization and prioritization
  • 3. Known error database (KEB)
ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Configuration and customization basics
  • 2. Application Navigator and search capabilities
  • 3. Lists, forms, and UI policies
Incident Management15-20%- Integration with other processes
  • 1. Problem management linkage
  • 2. Knowledge base integration
  • 3. Change management connection
- Incident creation and management
  • 1. Assignment rules and escalation
  • 2. SLA configuration and monitoring
  • 3. Incident states and workflow
Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. Discovery integration
  • 2. CI classes and relationships
  • 3. CI data quality and reconciliation
Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. Asset lifecycle management
  • 3. CI to asset relationship
Change Management15-20%- Change calendar and planning
  • 1. Implementation plan creation
  • 2. Change calendar configuration
  • 3. Conflict detection
- Change request lifecycle
  • 1. Approval workflows and routing
  • 2. Change models and categories
  • 3. Risk assessment and CAB scheduling
ITSM Framework and Setup20-25%- ITSM Pro functionality and capabilities
  • 1. ITSM license requirements
  • 2. Process activator features
  • 3. Baseline configuration
- Service catalog and service offerings
  • 1. Variable sets and question blocks
  • 2. Workflow editor for catalog items
  • 3. Catalog configuration
Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA timers and pause conditions
  • 3. SLA configuration in ServiceNow
Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Dashboard creation
  • 2. Metric definition and KPI setup
  • 3. Real-time reporting capabilities
Knowledge Management5-10%- Knowledge base structure
  • 1. Search and publication
  • 2. Article types and workflows
  • 3. Integration with incidents and problems

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