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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.
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.
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 2: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 3: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Topic 4: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 5: Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Topic 6: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 7: Change Management | - Approval and risk management - Change types and workflows |
| Topic 8: CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
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