CIS-ITSM Exam Preparation
Certified Implementation Specialist - IT Service Management
Exam Details
Exam Blueprint
ServiceNow Official Exam Blueprint| Domain | Weight |
|---|---|
Incident Management
| 20% |
Change Management
| 20% |
Problem Management
| 15% |
Request Management
| 15% |
ITSM Overview
| 10% |
SLA Management
| 10% |
Reporting & Metrics
| 10% |
Study Plan
Focus on high-weight topics first for maximum impact. Topics are ordered by exam weight.
Incident Management
20% weightAdvanced incident configuration including major incidents, escalations, parent-child relationships, and SLA management.
Key Concepts to Master:
Change Management
20% weightStandard, normal, and emergency changes with CAB approval workflows, conflict detection, and risk assessment.
Key Concepts to Master:
Problem Management
15% weightRoot cause analysis, known error management, workarounds, and permanent solutions.
Key Concepts to Master:
Request Management
15% weightService requests, catalog items, record producers, and fulfillment workflows.
Key Concepts to Master:
ITSM Overview
10% weightITSM fundamentals, ITIL alignment, and module relationships.
Key Concepts to Master:
SLA Management
10% weightSLA definitions, schedules, and breach handling.
Key Concepts to Master:
Reporting & Metrics
10% weightReporting capabilities and key ITSM metrics.
Key Concepts to Master:
Required Courses
Official Now Learning courses that cover the exam content.
Recommended Courses
Official Documentation
ServiceNow docs pages that map to the exam domains.
Prerequisites
- •ServiceNow CSA certification
- •ITSM implementation experience
- •ITIL Foundation knowledge recommended