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ServiceNow CIS-ITSM : Certified Implementation Specialist - IT Service Management
- Exam Code: CIS-ITSM
- Exam Name: Certified Implementation Specialist - IT Service Management
- Updated: Aug 13, 2026 Q&As: 201 Questions and Answers
About ServiceNow CIS-ITSM Exam
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Scope
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.
For more info visit:
Certified Implementation Specialist - ServiceNow Training and Certification
ServiceNow Training and Certification
ServiceNow Certification Program FAQ
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration Management Database (CMDB) | 5% | - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization - CMDB data model, classes, and relationships |
| Topic 2: Change Management | 20% | - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change success measurement and reporting |
| Topic 3: Problem Management | 20% | - Problem resolution and closure processes - Root cause analysis and documentation - Known error and workaround management - Problem lifecycle, identification, and investigation |
| Topic 4: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests |
| Topic 5: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Incident lifecycle and process flow - Assignment rules, escalation, and notifications - Configuration of incident properties, fields, and states |
| Topic 6: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Operations Workspace configuration - Integration between ITSM applications - Service Portfolio Management |
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