ServiceNow Certified Implementation Specialist — ITOM (CIS-ITOM)

Discovery and CMDB Population

Configure ServiceNow Discovery to automatically populate the CMDB.

• Discovery credentials and MID Server setup
• Horizontal and vertical discovery patterns
• CI classification and reconciliation rules
• IRE (Identification and Reconciliation Engine)

Service Mapping

• Top-down and bottom-up service maps
• Entry points and traffic-based discovery
• Business service dependency mapping
• Service map maintenance and refresh

Event Management

• Alert and event ingestion from monitoring tools
• Alert rules, de-duplication, and correlation
• Event Management operators and workflows
• Integration with Nagios, Zabbix, SolarWinds, Splunk

Operational Intelligence

• Anomaly detection and baselines
• Health Log Analytics (HLA)
• Metric anomalies and alert reduction
• AI-assisted root cause analysis

Cloud Management (ITOM Visibility)

• Multi-cloud resource discovery (AWS, Azure, GCP)
• Cloud CI types and relationships
• Tag-based resource management
• Cost management and optimisation views

Orchestration and Automation

• Flow Designer for ITOM workflows
• Automated remediation activities
• Change automation and approval bypass
• Integration with Ansible, Terraform, and Puppet