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.

• Change and Release Management: 25%
• Request Fulfillment Management: 25%
• Problem Management: 10%
• Configuration Management Database: 5%
• Knowledge Management: 10%
• Incident 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

• 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

• 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

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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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.

Exam Preparation

Questions in the exam are based on official training material provided by ServiceNow over different official platforms. Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.

• ServiceNow ITSM Implementation
• ServiceNow ITSM Fundamentals

On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.

Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals

• ServiceNow Fundamentals (ILT)
• Service Portal Fundamentals (On-demand)
• ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
• CIS-IT Service Management Exam Prep
• Automated Test Framework (ATF) Fundamentals (On-demand)
• ServiceNow Platform Implementation (ILT)
• Major Incident Management (On-demand)
• Knowledge Management Fundamentals (On-demand)
• Mobile Development Fundamentals (On-demand)
• Knowledge Management Implementation (On-demand)

Candidates can get the details for these pieces of training on Now Learning portal

The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination

• At least six months of hands-on experience in implementing applications on ServiceNow Platform
• At least six months of hands-on experience working on ServiceNow Platform
• General familiarity with industry terminology, acronyms, and initial-isms

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