Brief Details
Following are the quick details related to the CIS-ITSM Certification Exam
Exam Code: ServiceNow CIS-ITSM Certification Exam
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 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.
Exam Price: $150 (USD)
Duration: 90 minutes
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification
Exam type: Multiple Choice Questions
Number of Questions: 65 Questions
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Topics to Cover
ServiceNow CIS-ITSM exam is based on the learnings, key topics, and activities encountered during ServiceNow implementations.
Following are the major modules, learning domain, sub-skills along with their weight-age in the examination, giving you a clear view of which topics and skills inclusive, you should focus on for the certification. Note: The list and details are not an all-inclusive content list. ServiceNow reserves the right to change and update the content (topics, sub-skills, and weight-age) at any point in time.
- Knowledge Management: 10%
- Request Fulfillment Management: 25%
- Incident Management: 25%
- Configuration Management Database: 5%
- Problem Management: 10%
- Change and Release Management: 25%
For each ITSM application, the candidate must know the following for each module
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
Architecture and Security Key tables used in applications Relationships among tables Roles and default access controls Primary application components including Scripts, Business Rules, etc Integration capabilities
Baseline Application Functionality Basic and advanced features in baseline installation New functionality and features added or changed State model and default process flow Basic and advanced operations performed by users and system
Based on the above-mentioned syllabus and their related weight-age, it is clear that there is no one topic a candidate should focus on or a candidate can leave while preparing for the examination. The candidate needs to go through and be proficient in every topic.
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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| Topic 2: Service Level Management | 10-15% | - SLA definitions and metrics
|
| Topic 3: Change Management | 15-20% | - Change calendar and planning
|
| Topic 4: Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Topic 5: ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Topic 6: Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Topic 7: Problem Management | 10-15% | - Problem workflow and states
|
| Topic 8: Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Topic 9: Knowledge Management | 5-10% | - Knowledge base structure
|
| Topic 10: Incident Management | 15-20% | - Incident creation and management
|
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