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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.
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
- CIS-IT Service Management Exam Prep
- Service Portal Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- Major Incident Management (On-demand)
- Mobile Development Fundamentals (On-demand)
- Knowledge Management Fundamentals (On-demand)
- ServiceNow Platform Implementation (ILT)
- ServiceNow Fundamentals (ILT)
- Knowledge Management Implementation (On-demand)
- Automated Test Framework (ATF) Fundamentals (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 working on ServiceNow Platform
- General familiarity with industry terminology, acronyms, and initial-isms
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
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Aim of the Certificate Exam
- Differentiate individual in a crowded job market
- Empower individuals to execute tasks with confidence and skill
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
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.
- Problem Management: 10%
- Configuration Management Database: 5%
- Incident Management: 25%
- Knowledge Management: 10%
- Request Fulfillment Management: 25%
- Change and Release Management: 25%
For each ITSM application, the candidate must know the following for each module
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
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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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Change Management | 20% | - Change success measurement and reporting - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency |
| Topic 2: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Configuration of incident properties, fields, and states - Assignment rules, escalation, and notifications |
| Topic 3: Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Catalog variables, order guides, and workflows - Service catalog design, items, and categories |
| Topic 5: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Topic 6: Integrations & Advanced Features | 10% | - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Operations Workspace configuration |
