ServiceNow CIS-ITSM – Certified Implementation Specialist

This course prepares you for the ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification, focused on configuring and implementing the ITSM suite: Incident, Problem, Change, and Request Management.

You will learn implementation best practices for each ITSM process, SLA and OLA configuration, CMDB integration points, and how to tailor ITSM workflows to an organization’s service management requirements.

Who this course is for

ServiceNow implementation consultants and administrators responsible for configuring the ITSM application suite, preparing for the CIS-ITSM exam.

Syllabus outline

• Module 1: ITSM suite overview and implementation methodology
• Module 2: Incident Management configuration and best practices
• Module 3: Problem Management and root cause workflows
• Module 4: Change Management – normal, standard, and emergency changes
• Module 5: Request Management and Service Catalog integration
• Module 6: SLA/OLA definitions and CMDB integration points
• Module 7: CIS-ITSM exam blueprint review and practice scenarios