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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.
- Request Fulfillment Management: 25%
- Problem Management: 10%
- Change and Release Management: 25%
- Configuration Management Database: 5%
- Knowledge Management: 10%
- Incident Management: 25%
For each ITSM application, the candidate must know the following for each module
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
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
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
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
- 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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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
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- ServiceNow Fundamentals (ILT)
- Knowledge Management Fundamentals (On-demand)
- Mobile Development Fundamentals (On-demand)
- Major Incident Management (On-demand)
- Knowledge Management Implementation (On-demand)
- Service Portal Fundamentals (On-demand)
- ServiceNow Platform Implementation (ILT)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- CIS-IT Service Management Exam Prep
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
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience working on ServiceNow Platform
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Change Management | 15-20% | - Change request lifecycle
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| ITSM Framework and Setup | 20-25% | - Service catalog and service offerings
|
| Incident Management | 15-20% | - Integration with other processes
|
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