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Exam Information
Official specifications published by ServiceNow
Exam Format
90 min
60
Implementation Specialist
Registration
$450 USD
Pearson VUE, Testing Center, or online proctoring
English
Validity
2 years
Recertification required for each major ServiceNow release; Delta exam available for version upgrades; Continuing education credits through NOW Learning
CIS-ITSM Exam Topics and Domains
CIS-ITSM is organized into 6 weighted domains. Expect to work with Incident Management, Problem Management, CMDB, Approval Engine, and more.
1
Incident Management
25%
Incident Management Architecture
Incident Table StructureCore Components
- Configure incident forms and templates
- Understand table inheritance model
- Implement business rules for incidents
- Design UI policies for incident forms
Incident Configuration
Form DesignAssignment Rules
- Design effective incident forms
- Implement assignment rules and groups
- Configure auto-assignment logic
- Set up skills-based routing
SLA Management
SLA DefinitionsSLA Monitoring
- Configure response and resolution SLAs
- Set up SLA timelines and breach warnings
- Implement multi-tier SLA structures
- Monitor and report on SLA performance
Major Incident Management
Major Incident ProcessMajor Incident Workbench
- Configure major incident identification criteria
- Set up major incident workbench
- Implement escalation and communication plans
- Conduct post-incident reviews
Integration Points
Event Management IntegrationPortal Integration
- Integrate event management with incident management
- Configure service portal for incident creation
- Set up automated incident creation from alerts
- Implement customer notifications
2
Problem Management
15%
Problem Management Framework
Problem Records
- Configure problem records and relationships
- Link incidents to problems
- Set up problem tasks
- Document root cause analysis
Problem Lifecycle
States and Workflows
- Configure problem states and transitions
- Implement approval workflows
- Define closure criteria
- Set up state change validations
Known Error Database
Known Error Management
- Create and manage known errors
- Document workarounds effectively
- Link knowledge articles to known errors
- Track permanent fix implementation
Root Cause Analysis
RCA Methods
- Apply RCA methodologies
- Use investigation tools effectively
- Document RCA findings
- Implement corrective actions
Proactive Problem Management
Trend Analysis
- Identify incident patterns and trends
- Create proactive problems
- Implement preventive measures
- Track problem management KPIs
3
Change and Release Management
25%
Change Management Architecture
Change TypesChange Models
- Configure different change types
- Create change models and templates
- Set up type-specific workflows
- Define mandatory fields per change type
Change Advisory Board (CAB)
CAB ConfigurationCAB Workflow
- Configure CAB members and roles
- Set up CAB workbench
- Implement CAB approval workflows
- Manage CAB meetings and agendas
Change Scheduling
Change CalendarCollision Detection
- Configure change calendar and schedules
- Set up blackout and maintenance windows
- Implement collision detection
- Perform change impact analysis
Risk Assessment
Risk Calculation
- Configure risk assessment matrices
- Implement risk auto-calculation
- Set up risk-based approval routing
- Define risk factors and scoring
Release Management
Release PlanningRelease Coordination
- Plan and package releases
- Coordinate release deployments
- Manage release calendar
- Conduct post-implementation reviews
4
Knowledge Management
5%
Knowledge Base Structure
Knowledge Architecture
- Configure knowledge bases
- Create article templates
- Set up category structures
- Manage article versions
Knowledge Lifecycle
Article Management
- Manage knowledge article lifecycle
- Configure approval workflows
- Implement retirement processes
- Control article versioning
Knowledge Security
Access Control
- Configure knowledge base security
- Set up user criteria
- Implement read/contribute permissions
- Manage article visibility
Knowledge Search
Search Configuration
- Configure knowledge search
- Tune search relevancy
- Set up featured content
- Enable AI-powered search
5
Service Catalog and Request Management
25%
Service Catalog Design
Catalog Structure
- Design catalog category structure
- Choose between catalog items and record producers
- Create order guides
- Configure content items
Catalog Item Configuration
Variable ManagementUI Policies and Scripts
- Configure catalog variables
- Create variable sets
- Implement UI policies
- Write catalog client scripts
- Set up validation rules
Request Fulfillment
Fulfillment WorkflowsRequest Item Processing
- Design fulfillment workflows
- Configure approval flows
- Manage request item lifecycle
- Set up catalog task automation
- Attach SLAs to requests
Service Portal
Portal Configuration
- Configure service portal pages
- Customize widgets
- Apply themes and branding
- Secure portal access
Advanced Catalog Features
Complex ConfigurationsIntegrations
- Configure catalog pricing
- Set up recurring requests
- Create item bundles
- Integrate with external systems
- Use MID server for catalog integration
6
Configuration Management Database (CMDB)
5%
CMDB Fundamentals
CI Classes
- Understand CI class hierarchy
- Extend CI classes
- Configure class attributes
- Implement abstract classes
CI Relationships
Relationship TypesDependency Views
- Configure CI relationships
- Use dependency views
- Perform impact analysis
- Integrate with Service Mapping
CMDB Health
Health MetricsHealth Dashboard
- Monitor CMDB health
- Configure health metrics
- Set up data quality rules
- Create remediation tasks
Discovery and Service Mapping
Discovery IntegrationCSDM Implementation
- Configure discovery schedules
- Set up identification and reconciliation
- Implement CSDM
- Map business and technical services
How do I earn this certification?
Passing CIS-ITSM earns the ServiceNow Certified Implementation Specialist - IT Service Management certification. It sits in the IT Service Management track.
Current Level Exams
Next Level Options
- CIS-EM - Certified Implementation Specialist - Event ManagementEvent Management integrates deeply with ITSM for alert-to-incident workflows
- CIS-SIR - Certified Implementation Specialist - Security Incident ResponseSecurity incident management builds on ITSM foundation
- CIS-Discovery - Certified Implementation Specialist - DiscoveryDiscovery populates CMDB which is critical for ITSM impact analysis
- CTA - Certified Technical ArchitectHighest technical certification - requires multiple CIS certifications and extensive experience
Alternative Paths
- CAD - Certified Application DeveloperDevelopment skills complement ITSM implementation expertise
- CIS-APM - Certified Implementation Specialist - Application Portfolio ManagementAPM integrates with ITSM for application-centric service management
- CIS-PPM - Certified Implementation Specialist - Project Portfolio ManagementPPM and ITSM often work together in enterprise implementations
- CIS-RC - Certified Implementation Specialist - Risk and ComplianceRisk and compliance integrates with change management
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
Use the official PlanetCert Practice Test alongside the study plan below to prepare efficiently for CIS-ITSM.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2025-01-01
- Announcement date: 2024-06-15
Updates
- Flow Designer for ITSM Yokohama Increased coverage in exam - now core component of request fulfillment and change workflows • Release date: 2025-01-01
- Virtual Agent ITSM Integration Yokohama New questions on Virtual Agent configuration for ITSM self-service • Release date: 2025-01-01
- Predictive Intelligence for ITSM Washington DC / Yokohama Enhanced focus on AI-powered assignment and categorization • Release date: 2024-06-01
- CSDM (Common Service Data Model) All current versions CSDM alignment increasingly important for CMDB questions • Release date: Ongoing
Who should take this exam?
This exam is typically taken by ServiceNow Implementation Consultants and ITSM Process Owners.
Type: certification; Name: ServiceNow Certified System Administrator (CSA); Exam Code: CSA; Status: must be current
- Minimum 6 months hands-on ServiceNow ITSM experience
- Completion of IT Service Management Fundamentals course
- Completion of IT Service Management Implementation course
- Experience with CMDB configuration
- Understanding of ITIL framework