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ServiceNow
ServiceNow CIS-ITSM – Certified Implementation Specialist
7 Sections
11 Lessons
4 Quizzes
10 Weeks
Curriculum
7 Sections
11 Lessons
10 Weeks
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CIS-ITSM Overview and the ITSM Application Suite
3 Items
1.2
The ITSM Application Suite and the Shared Task Data Model
1.3
Planning an ITSM Implementation: Process, Roles and Foundations
1.4
CIS-ITSM Overview and the ITSM Application Suite Knowledge Check
13 Questions
Implementing Incident Management
2 Items
2.1
Implementing Incident Management
2.2
Incident Lifecycle, States and Priority Calculation
Implementing Problem Management
1 Item
3.1
Implementing Problem Management
Implementing Change Management
1 Item
4.1
Implementing Change Management
Knowledge Management and Service Catalog Implementation
3 Items
5.2
Knowledge Management Implementation: Bases, Workflows and Feedback
5.3
Service Catalog and Request Fulfillment Implementation
5.4
Knowledge Management and Service Catalog Implementation Knowledge Check
14 Questions
SLAs, OLAs, and Notifications
3 Items
6.2
Service Level Management: Defining SLAs, OLAs and Underpinning Contracts
6.3
SLA Operations and Notifications: Pause, Timeline and Escalation
6.4
SLAs, OLAs, and Notifications Knowledge Check
13 Questions
Reporting, Performance Analytics and Continual Improvement
2 Items
7.1
Reporting, Performance Analytics & Continual Improvement
7.2
CIS-ITSM Knowledge Check
9 Questions
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