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.
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Aim of the Certificate Exam
- Differentiate individual in a crowded job market
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
- Empower individuals to execute tasks with confidence and skill
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Change Management | - Change types and workflows - Approval and risk management |
| Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
| Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
| Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
