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.

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

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
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
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

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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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

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

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

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Brief Details

Following are the quick details related to the CIS-ITSM Certification Exam

Duration: 90 minutes
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.
Number of Questions: 65 Questions
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 Price: $150 (USD)
Valid Attempts: Candidates failing to pass the exam, can register again to take the exam up to three times.
Exam type: Multiple Choice Questions
Exam Code: ServiceNow CIS-ITSM Certification Exam
Exam Name: Certified Implementation Specialist - ServiceNow Training and Certification

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

ServiceNow CIS-ITSM Exam Syllabus Topics:

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

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions:

Question #1

Released in Quebec, what tool enables the creation of templates for Catalog Items?

A. Catalog Template Library
B. Template Management
C. Template Builder
D. Catalog Wizard
E. Catalog Builder

Reveal Solution Discussion 0

Correct Answer: E 🗳️

Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).

Question #2

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

A. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
B. On the Cart Layout, Columns tab, unselect Quantity column
C. On the Catalog Item, Columns tab, unselect Quantity column
D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
E. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity

Reveal Solution Discussion 0

Correct Answer: E 🗳️

Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).

Question #3

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change What could you do on the incident form, for the Assignment Group field, to resolve this issue?

A. Add a UI action to provide an error message if the Network CAB group is selected
B. Add Dictionary Override to specify the Incident group Reference Qualifier
C. Add a UI action to hide the Network CAB group from the list
D. Modify the choice list to include only the appropriate group types

Reveal Solution Discussion 0

Correct Answer: B 🗳️

Explanation: Only visible for ActualPDF members. You can sign-up / login (it's free).

Question #4

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?