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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.
Following are the quick details related to the CIS-ITSM Certification Exam
Exam Price: $150 (USD)
Duration: 90 minutes
Exam Code: ServiceNow CIS-ITSM Certification Exam
Number of Questions: 65 Questions
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
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 type: Multiple Choice Questions
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.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Request Fulfillment & Service Catalog | 15% | - Service catalog design, items, and categories - Catalog variables, order guides, and workflows - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
| Topic 2: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change success measurement and reporting |
| Topic 3: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Root cause analysis and documentation - Problem resolution and closure processes - Known error and workaround management |
| Topic 4: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Service Operations Workspace configuration - Integration between ITSM applications |
| Topic 5: Incident Management | 30% | - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
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