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The CIS-ITSM exam covers a range of topics related to ITSM, including incident management, problem management, change management, service level management, and service catalog management. It tests the candidate's ability to configure and customize ServiceNow ITSM modules, integrate with other ServiceNow modules, and manage ITSM processes. By passing CIS-ITSM exam, candidates can demonstrate their ability to design and implement ITSM solutions using ServiceNow, which can help them advance their careers and gain credibility in the industry.
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ServiceNow CIS-ITSM certification is designed for IT professionals who want to validate their skills and expertise in implementing IT Service Management (ITSM) solutions using the ServiceNow platform. Certified Implementation Specialist - IT Service Management certification is ideal for individuals who are responsible for configuring, implementing, and managing ServiceNow ITSM applications in their organization.
| Section | Objectives |
|---|---|
| Incident Management | - Incident lifecycle and configuration - SLAs, assignments, and escalation |
| ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Knowledge Management | - Knowledge article creation and governance - Publishing and lifecycle processes |
| Change Management | - Change types and workflows - Approval and risk management |
| CMDB and Service Mapping Concepts | - Service dependencies overview - CMDB structure and relationships |
| ITSM Reporting and Performance | - Basic reporting and dashboards - Metrics and KPI tracking |
| Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Problem Management | - Problem identification and root cause analysis - Known errors and workarounds |
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