Exam Name: Certified Implementation Specialist - IT Service Management
Certification Provider: ServiceNow
Corresponding Certification: CIS-Service Management
Over 39956+ Satisfied Customers
Instant Download ServiceNow : CIS-ITSM Questions & Answers as PDF & Test Engine
Updated: Aug 08, 2026
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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.
- Request Fulfillment Management: 25%
- Problem Management: 10%
- Incident Management: 25%
- Knowledge Management: 10%
- Change and Release Management: 25%
- Configuration Management Database: 5%
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
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
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
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.
Exam Preparation
Questions in the exam are based on official training material provided by ServiceNow over different official platforms. Also the information in the following pieces of training is the source for the exam. Hence, Candidates should complete the following training courses before appearing for the certification exam.
On successful completion of training, candidates will receive voucher codes, using which they can register for the examination.
Apart from this, ServiceNow recommends candidates to go through the following pieces of training and courses for better understanding of platform and development fundamentals
- Service Portal Fundamentals (On-demand)
- ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
- Knowledge Management Implementation (On-demand)
- Automated Test Framework (ATF) Fundamentals (On-demand)
- Mobile Development Fundamentals (On-demand)
- Major Incident Management (On-demand)
- Knowledge Management Fundamentals (On-demand)
- ServiceNow Platform Implementation (ILT)
- ServiceNow Fundamentals (ILT)
- CIS-IT Service Management Exam Prep
Candidates can get the details for these pieces of training on Now Learning portal
The certification exam also verifies the ability of the candidate to practical experience and expertise of the candidate, hence candidates with following work experience or knowledge will always have an upper hand during the examination
- At least six months of hands-on experience in implementing applications on ServiceNow Platform
- At least six months of hands-on experience working on ServiceNow Platform
- General familiarity with industry terminology, acronyms, and initial-isms
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Certified Implementation Specialist - ServiceNow Training and Certification
Preparation Guide for ServiceNow CIS-ITSM Certification Exam
Introduction
The Certified Implementation Specialist - IT Service Management Certification Exam certifies the candidate having skills and essential knowledge to configure, implement, and maintain ServiceNow ITSM application.
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ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 5-10% | - Knowledge base structure
|
| Configuration Management (CMDB) | 10-15% | - CMDB fundamentals
|
| Service Level Management | 10-15% | - SLA definitions and metrics
|
| Problem Management | 10-15% | - Problem workflow and states
|
| Asset Management Integration | 5-10% | - Hardware and software asset tracking
|
| Incident Management | 15-20% | - Incident creation and management
|
| Reporting and Analytics | 5-10% | - Performance analytics for ITSM
|
| Change Management | 15-20% | - Change request lifecycle
|
| ServiceNow Platform Fundamentals | 15-20% | - ServiceNow architecture and UI navigation
|
| ITSM Framework and Setup | 20-25% | - ITSM Pro functionality and capabilities
|
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