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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.
Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations & Advanced Features | 10% | - Integration between ITSM applications - Service Portfolio Management - Service Operations Workspace configuration - Platform features: Workflows, Notifications, Reporting |
| Topic 2: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes |
| Topic 3: Change Management | 20% | - Change models, approval workflows, and policies - Change success measurement and reporting - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation |
| Topic 4: 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 5: Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Root cause analysis and documentation - Problem lifecycle, identification, and investigation |
| Topic 6: Request Fulfillment & Service Catalog | 15% | - Catalog variables, order guides, and workflows - Service catalog design, items, and categories - Service level agreements for requests - Request lifecycle, approval, and fulfillment processes |
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