Certified Implementation Specialist - IT Service Management Mainline Blueprint
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Certified Implementation Specialist - IT Service Management Mainline Blueprint

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ServiceNow Certified Implementation Specialist -  IT Service Management Specification

Utah Release – Updated April, 2023

 


Introduction

The ServiceNow Certified Implementation Specialist - IT Service Management Exam Specification document defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to earn the Certified Implementation Specialist - IT Service Management certification.

 

Exam Purpose

The ServiceNow Certified Implementation Specialist - IT Service Management exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of ServiceNow ITSM applications.

 

Exam Audience

The ServiceNow Certified Implementation Specialist - IT Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow ITSM Certified Implementation Specialist.

 

Exam Preparation

Exam questions are based on official ServiceNow training materials, the ServiceNow Product documentation site, and the ServiceNow developer site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination.

Recommended ServiceNow Training

ServiceNow recommends the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - IT Service Management exam. Information provided in the following ServiceNow training course(s) contain source material for the exam.

  • Welcome to ServiceNow
  • ServiceNow Administration Fundamentals
  • ServiceNow Administration Advanced 
  • ServiceNow Get Started with Now Create  
  • ServiceNow Platform Implementation  
  • CMDB Fundamentals 

 

Required ServiceNow Training

ServiceNow requires completion of the following training course(s) and certification(s). The content in these courses covers the exam learning domains and will help you prepare for the exam.

  • ServiceNow ITSM Fundamentals  
  • ServiceNow ITSM Implementation 

 

Upon completion of the ITSM Implementation course, the candidate will be eligible to obtain or purchase a nontransferable voucher code to register for the Certified Implementation Specialist - IT Service Management exam.

Additional Resources

In addition to the above, the candidate may find the following additional resources valuable in preparation for the exam.

  • Credentialing Program Guide – a resource to guide you through the entire certification process
  • CSDM Fundamentals
  • Knowledge Management Fundamentals
  • Knowledge Management Implementation
  • Major Incident Management Fundamentals
  • Major Incident Management Implementation
  • Scripting in ServiceNow Fundamentals
  • Employee Center Essentials
  • ITSM Implementation Simulator

Additional Recommended Experience

  • Six months general ServiceNow platform experience
  • Six months ServiceNow Implementation experience
  • General familiarity with industry terminology, acronyms, and initialisms

 

Exam Scope

Learning domains are the key topics and specific objectives included in the exam. Exam content or exam items are divided into learning domains.

The following table shows the learning domains, weightings, sub-topics, and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of the exam content. 

 

Number of Domains

Learning Domain

Percent of Exam

1

Incident Management

25%

2

Problem Management

15%

3

Change and Release Management

25%

4

Knowledge Management

5%

5

Service Catalog and Request Management

25%

6

Configuration Management Database

5%

Total

100%

 

Exam Registration

ServiceNow partners with Kryterion using its Webassessor platform for exam registration. Our mainline exams are offered at Kryterion Test Centers or can be taken anywhere online while a Kryterion proctor monitors the exam appointment.

To register for an exam, you will need to create a Webassessor account and then link it to your Now Learning account.

For individuals with a disability or English as Second Language (ESL), ServiceNow does offer reasonable accommodation while taking the certification exam.

 

Exam Structure

Number of Items

The exam consists of 60 questions.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible responses. Select the one response that most accurately answers the question.

Multiple Select (select all that apply)

For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. Select ALL responses that accurately answer the question. Partial credit is not provided.

 

Exam Result

The exam result is immediately displayed as a conditional pass or fail result after completing and submitting the exam. Additional scoring information can be found in the Obtain the Exam Result lesson in the Credentialing Program Guide. 

 

Pass Result 

A pass result indicates that the certification has been earned. The only information shared is the pass result. The pass result is conditional, meaning the exam at any time can be audited, reviewed, and the certification may be revoked after investigation if it is found that the ServiceNow Test Security Policies have been violated.  

To maintain a ServiceNow Certification, you will need to pass delta exams and pay the annual Certification Maintenance Program (CMP) Fee

 

Fail Result 

A failed result indicates that the certification was not earned. The percent earned for each learning domain is shared. For the next exam attempt, focus on the learning domains with the lowest percentage scores.  

 

Sample Questions

Sample Item #1

In the base platform configuration, what automatically happens to an incident in a Resolved state after 7 days? 

A. The incident is automatically moved to a Closed state 

B. A notification is sent to the Assignment Group manager requesting review of the incident record 

C. A notification is sent to the Assigned to user requested review of the incident record 

D. A post incident report is automatically created 

Answer: A

 

Sample Item #2

What defines when a problem record can automatically move from the New to Assess state?

A. Problem state UI action 

B. ProblemUtils script include 

C. Update Problem State to Assess business rule 

D. Problem state UI policy 

Answer: C

 

Sample Item #3

Conflict detection in change management can identify conflicts from which of the following reasons? 

A. The change schedule is during blackout periods 

B. The CI is not in the maintenance window 

C. Existing scheduled changes to the CI 

D. The change scheduled is outside of business hours 

E. The changes schedule does not give appropriate lead time

Answer: A, B, C

 

Sample Item #4

Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?

A. Knowledge Use [kb_use]  

B. Knowledge Feedback [kb_feedback]  

C. Knowledge [kb_knowledge]  

D. Knowledge Search Log [ts_query_kb]  

Answers: A

 

Sample Item #5

The Incident Variable Editor is used to display on which of these records? 

A. Catalog items 

B. Catalog tasks 

C. Incidents created via Now Mobile 

D. Incidents created via record producer 

Answers: D

 

Sample Item #6

Which role has the ability to create a new CI class?

A. admin 

B. itil_admin+itil 

C. ecmdb_admin 

D. app_admin 

Answer: A, B