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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.
- Incident Management: 25%
- Configuration Management Database: 5%
- Change and Release Management: 25%
- Request Fulfillment Management: 25%
- Knowledge Management: 10%
- Problem Management: 10%
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
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.
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Incident Management | 15-20% | - Incident creation and management
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Change Management | 15-20% | - Change request lifecycle
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
