ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM)

Incident Management

Configure and optimise the Incident Management application on ServiceNow.

• Incident categorisation and priority matrix
• Assignment rules and escalation workflows
• Major Incident Management process
• SLA definitions and breach notifications

Problem Management

• Problem record creation and lifecycle
• Root Cause Analysis (RCA) processes
• Known Error Database (KEDB)
• Linking incidents to problems and changes

Change Management

• Standard, Normal, and Emergency change types
• Change Advisory Board (CAB) workflows
• Approval policies and risk assessment
• Change calendar and conflict detection

Request Management

• Service Catalog design for ITSM
• Request and task workflows
• Approval chains and fulfilment groups
• Self-service portal configuration

CMDB and Asset Management

• CMDB class model for ITSM
• CI relationships and dependency maps
• Discovery and Service Mapping basics
• Asset lifecycle and stock rooms

Reporting and Analytics

• ITSM dashboards and KPIs
• Performance Analytics indicators
• Scheduled reports and distributions
• CSI (Continual Service Improvement) metrics