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  • Total Questions: 200
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Scope

This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.

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

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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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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Knowledge Management5-10%- Knowledge base structure
  • 1. Integration with incidents and problems
  • 2. Search and publication
  • 3. Article types and workflows
Topic 2: Configuration Management (CMDB)10-15%- CMDB fundamentals
  • 1. CI data quality and reconciliation
  • 2. CI classes and relationships
  • 3. Discovery integration
Topic 3: ITSM Framework and Setup20-25%- Service catalog and service offerings
  • 1. Catalog configuration
  • 2. Variable sets and question blocks
  • 3. Workflow editor for catalog items
- ITSM Pro functionality and capabilities
  • 1. Process activator features
  • 2. Baseline configuration
  • 3. ITSM license requirements
Topic 4: Asset Management Integration5-10%- Hardware and software asset tracking
  • 1. Lease and warranty management
  • 2. CI to asset relationship
  • 3. Asset lifecycle management
Topic 5: ServiceNow Platform Fundamentals15-20%- ServiceNow architecture and UI navigation
  • 1. Application Navigator and search capabilities
  • 2. Configuration and customization basics
  • 3. Lists, forms, and UI policies
Topic 6: Reporting and Analytics5-10%- Performance analytics for ITSM
  • 1. Metric definition and KPI setup
  • 2. Real-time reporting capabilities
  • 3. Dashboard creation
Topic 7: Problem Management10-15%- Problem workflow and states
  • 1. Linking incidents to problems
  • 2. Problem categorization and prioritization
  • 3. Known error database (KEB)
Topic 8: Change Management15-20%- Change calendar and planning
  • 1. Conflict detection
  • 2. Implementation plan creation
  • 3. Change calendar configuration
- Change request lifecycle
  • 1. Risk assessment and CAB scheduling
  • 2. Approval workflows and routing
  • 3. Change models and categories
Topic 9: Incident Management15-20%- Integration with other processes
  • 1. Problem management linkage
  • 2. Change management connection
  • 3. Knowledge base integration
- Incident creation and management
  • 1. SLA configuration and monitoring
  • 2. Incident states and workflow
  • 3. Assignment rules and escalation
Topic 10: Service Level Management10-15%- SLA definitions and metrics
  • 1. SLA reporting and dashboards
  • 2. SLA configuration in ServiceNow
  • 3. SLA timers and pause conditions

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