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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%
- Problem Management: 10%
- 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
Proven Practices for Implementation Implementation approach to meet requirements to preserve upgradability, scalability, and maintainability Implementation solutions to work in conjunction with application functionality
Business Cases / Use Cases Value proposition KPIs and Benchmarks Appropriate features and functions basis business requirements
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 |
|---|---|---|
| ITSM Framework and Setup | 20-25% | - Service catalog and service offerings
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Change Management | 15-20% | - Change calendar and planning
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Incident Management | 15-20% | - Integration with other processes
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
