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ServiceNow CIS-ITSM Study Guide

Domain-by-domain study guide for ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM). Covers all 6 exam objectives with topic checklists, quick notes, and practice links.

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Exam Overview

Key facts before you start studying

Duration

90 min

Questions

Exam Code

CIS-ITSM

Domains

Quick Navigation

Jump to a specific exam domain

1. Incident Management (25%)
2. Problem Management (15%)
3. Change Management (25%)
4. Service Portfolio Management (5%)
5. Service Catalog and Request Management (25%)
6. Configuration Management Database (5%)

Domain 1

25%

Incident Management

Understand incident management processes and configuration

Topics to Master

Incident architecture
Incident scoping and requirements
Incident lifecycle configuration
Major incident management
SLA management

Domain 2

15%

Problem Management

Understand problem management processes and configuration

Topics to Master

Problem architecture
Problem scoping and requirements
Problem lifecycle configuration
Known error management
Root cause analysis

Domain 3

25%

Change Management

Understand change management processes and configuration

Topics to Master

Change management architecture
Change management configuration
Change types (Standard, Normal, Emergency)
Change approval workflows
CAB management

Domain 4

Service Portfolio Management

Understand service portfolio configuration

Topics to Master

Service portfolio configuration
Service offerings
Service lifecycle

Domain 5

25%

Service Catalog and Request Management

Understand catalog and request management

Topics to Master

Catalog architecture
Catalog scoping and requirements
Catalog configuration
Catalog integrations
Request fulfillment

Domain 6

Configuration Management Database

Understand CMDB integration with ITSM processes

Topics to Master

CMDB integration
CI relationships
Impact analysis for incidents/changes

Continue Your Prep

Free CertStud resources for CIS-ITSM

Study Notes Exam Study Plan Start Practice Test

Back to ServiceNow CIS-ITSM

ServiceNow CIS-ITSM Study Guide

Download PDF Notes

Exam Overview

Key facts before you start studying

Duration

90 min

Questions

Exam Code

CIS-ITSM

Domains

Quick Navigation

Jump to a specific exam domain

1. Incident Management (25%)
2. Problem Management (15%)
3. Change Management (25%)
4. Service Portfolio Management (5%)
5. Service Catalog and Request Management (25%)
6. Configuration Management Database (5%)

Domain 1

25%

Incident Management

Understand incident management processes and configuration

Topics to Master

Incident architecture
Incident scoping and requirements
Incident lifecycle configuration
Major incident management
SLA management

Domain 2

15%

Problem Management

Understand problem management processes and configuration

Topics to Master

Problem architecture
Problem scoping and requirements
Problem lifecycle configuration
Known error management
Root cause analysis

Domain 3

25%

Change Management

Understand change management processes and configuration

Topics to Master

Change management architecture
Change management configuration
Change types (Standard, Normal, Emergency)
Change approval workflows
CAB management

Domain 4

Service Portfolio Management

Understand service portfolio configuration

Topics to Master

Service portfolio configuration
Service offerings
Service lifecycle

Domain 5

25%

Service Catalog and Request Management

Understand catalog and request management

Topics to Master

Catalog architecture
Catalog scoping and requirements
Catalog configuration
Catalog integrations
Request fulfillment

Domain 6

Configuration Management Database

Understand CMDB integration with ITSM processes

Topics to Master

CMDB integration
CI relationships
Impact analysis for incidents/changes

Continue Your Prep

Free CertStud resources for CIS-ITSM

Study Notes Exam Study Plan Start Practice Test