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This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.
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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.
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Change Management | - Approval and risk management - Change types and workflows |
| Topic 2: CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| Topic 3: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 4: Request Fulfillment and Service Catalog | - Catalog items and workflows - Request lifecycle management |
| Topic 5: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 6: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 7: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Topic 8: Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes |
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