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
- Mobile Development Fundamentals (On-demand)
- Knowledge Management Implementation (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- ServiceNow Platform Implementation (ILT)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- CIS-IT Service Management Exam Prep
- Service Portal Fundamentals (On-demand)
- Knowledge Management Fundamentals (On-demand)
- Major Incident Management (On-demand)
- ServiceNow Fundamentals (ILT)
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
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
- Empower individuals to execute tasks with confidence and skill
ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations & Advanced Features | 10% | - Service Portfolio Management - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Operations Workspace configuration |
| Topic 2: Change Management | 20% | - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change models, approval workflows, and policies - Change success measurement and reporting |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Service level agreements for requests - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Request lifecycle, approval, and fulfillment processes |
| Topic 4: Incident Management | 30% | - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules |
| Topic 5: Problem Management | 20% | - Problem lifecycle, identification, and investigation - Known error and workaround management - Root cause analysis and documentation - Problem resolution and closure processes |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
