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Test Detail:

The ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) examination is designed to assess the knowledge and skills of professionals working with ServiceNow in the field of IT Service Management. Below is a detailed description of the test, including the number of questions and time allocation, course outline, exam objectives, and exam syllabus.

Number of Questions and Time:

The exact number of questions and time allocation for the ServiceNow CIS-ITSM exam may vary, as the exam is periodically updated by ServiceNow. Typically, the exam consists of multiple-choice questions, and candidates are given a specific time limit to complete the test. The duration of the exam is generally around 90 to 120 minutes.

Course Outline:

The ServiceNow CIS-ITSM certification covers a comprehensive set of topics related to IT Service Management and the implementation of ServiceNow ITSM solutions. The course outline typically includes the following areas:

1. IT Service Management Overview:

- Introduction to IT Service Management (ITSM) concepts and best practices.

- Understanding IT service lifecycle stages (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement).

- ServiceNow's role in supporting ITSM processes.

2. ServiceNow ITSM Implementation:

- ServiceNow platform overview and architecture.

- Key ITSM modules and their functionalities.

- ServiceNow ITSM implementation lifecycle and methodologies.

- ServiceNow configuration and customization options.

3. ITSM Process Configuration:

- Incident Management: Handling and resolving incidents.

- Problem Management: Identifying and resolving underlying problems.

- Change Management: Managing changes to the IT environment.

- Service Catalog Management: Defining and managing service offerings.

- Request Fulfillment: Handling service requests.

- Knowledge Management: Capturing and sharing knowledge within the organization.

- Service Level Management: Monitoring and managing service levels and agreements.

- Service Portfolio Management: Defining and maintaining the service portfolio.

4. Integration and Reporting:

- Integration of ServiceNow with other IT systems and tools.

- Configuration of dashboards and reports for ITSM metrics and performance monitoring.

Exam Objectives:

The objectives of the ServiceNow CIS-ITSM exam are to assess the candidate's knowledge and skills in the following areas:

1. Understanding ITSM concepts, frameworks, and best practices.

2. Knowledge of the ServiceNow platform and its ITSM modules.

3. Ability to configure and customize ServiceNow ITSM processes.

4. Proficiency in implementing ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog Management.

5. Understanding of integration options and reporting capabilities in ServiceNow ITSM.

Exam Syllabus:

The ServiceNow CIS-ITSM exam syllabus outlines the specific topics and competencies covered in the exam. The syllabus typically includes the following areas:

- IT Service Management Overview

- ServiceNow Platform and Architecture

- Incident Management

- Problem Management

- Change Management

- Service Catalog Management

- Request Fulfillment

- Knowledge Management

- Service Level Management

- Service Portfolio Management

- Integration and Reporting

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