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Following are the quick details related to the CIS-ITSM Certification Exam
Exam type: Multiple Choice Questions
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
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 Name: Certified Implementation Specialist - ServiceNow Training and Certification
Number of Questions: 65 Questions
Duration: 90 minutes
Exam Price: $150 (USD)
Exam Code: ServiceNow CIS-ITSM Certification Exam
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
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
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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.
| Section | Weight | Objectives |
|---|---|---|
| Change Management | 20% | - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency - Change success measurement and reporting |
| Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Incident Management | 30% | - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states - Integration with CMDB and other ITSM modules |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships - CMDB integration with ITSM processes |
| Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Portfolio Management - Service Operations Workspace configuration |
| Problem Management | 20% | - Known error and workaround management - Problem resolution and closure processes - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
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