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Certified Implementation Specialist - ServiceNow Training and Certification
Preparation Guide for ServiceNow CIS-ITSM Certification Exam
Introduction
The Certified Implementation Specialist - IT Service Management Certification Exam certifies the candidate having skills and essential knowledge to configure, implement, and maintain ServiceNow ITSM application.
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Scope
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.
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation - Problem resolution and closure processes |
| Topic 2: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Operations Workspace configuration - Service Portfolio Management |
| Topic 3: Incident Management | 30% | - Incident lifecycle and process flow - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Topic 5: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization |
