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ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) Exam is a certification exam designed for IT professionals who want to demonstrate their expertise in implementing and managing IT Service Management processes using the ServiceNow platform. Certified Implementation Specialist - IT Service Management certification exam is intended for individuals who have a strong foundation in ITIL concepts and are familiar with the ServiceNow platform. CIS-ITSM exam consists of 60 multiple-choice questions and has a time limit of 90 minutes.

By passing the ServiceNow CIS-ITSM certification exam, candidates demonstrate their expertise in implementing and managing ITSM processes and solutions on the ServiceNow platform. Certified professionals are recognized as experts in ITSM best practices and are in high demand by organizations looking to implement and manage ITSM processes and solutions. Certified Implementation Specialist - IT Service Management certification exam is a valuable credential for IT professionals who want to advance their careers and increase their earning potential in the IT industry.

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ServiceNow CIS-ITSM exam consists of 60 multiple-choice questions that need to be answered in 90 minutes. CIS-ITSM exam covers various topics related to ITSM, including incident management, problem management, change management, service catalog, and service level management. Certified Implementation Specialist - IT Service Management certification demonstrates that the individual has a comprehensive understanding of the ServiceNow ITSM platform and is capable of implementing ITSM solutions in a real-world scenario. Certified Implementation Specialist - IT Service Management certification is highly valued by employers and can help professionals advance their career in the ITSM domain.

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

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ServiceNow CIS-ITSM Exam Syllabus Topics:

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

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