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