I know many of my friends are struggling to get study material for CIS-ITSM so here is my take on the exam that i passed last week:
Honsetly speaking, i did not study much as i have 5 years of experience implementing these ITSM applications, all i studied was the new features in Change Management from WIKI and trust me i gained alot of knowledge even though i am not working on CHANGE MANAGEMENT PROJECT FROM PAST 1 YEAR.
First of all, THERE IS NO STUDY MATERIAL other than than WIKI itself. there are NO FLASH CARDS; NO CLASSMARKER TESTS AND NO DUMPS.
I personally appreciate servicenow on introducing this as i have seen many incapable persons clearing exams just by cramming the answers without any understanding of the applications.
If you are an experienced servicenow developer with even 2 years of experience and 2-3 project implementations, you will be able to clear the CIS-ITSM exam easily without studying. all you need is the clarity of concepts and need to know the schema and structure of all ITSM applications. This exam will test your knowledge on mainly INCIDENT;CHANGE AND SERVICE CATALOG.
PROBLEM and KNOWLEDGE have less questions as the weight percentage shows in the blueprint.
Now, if you do not have any experience or knowledge on these application i would suggest you to have a DEMO instance and go through each of these applications and modules and understand the forms and connectivity between incident problem and change and how they all are related to Knowledge.
1. go to the INCIDENT application and see the state model and how a problem and change process is followed after an incident is submitted. Understand what a major incident or a critical incident is.
2. go to PROBLEM application and understand in which cases it can be created and how it is processed.
3. CHANGE MANAGEMENT has gone through alot of changes since GENEVA release, so those who gave CIS before GENEVA must go through all the new features introduced, unnderstand the types of Changes; go through each of workflows and learn the difference betwen standard;normal and emergency changes.
4. KNOWLEDGE MANAGAMENT also went through changes during the V3 versioning in GENEVA, so please go through the new features as now you can have multiple Knowledge Bases.
5. SERVICE CATALOG this is something you cannot read or study, it needs hands on ; so if you dont have that, try to play in a DEMO INSTANCE. you should understand what a record producer ; item;order guide and category is and how you can access variables through dot walk-in.
6. go through the OOB script includes for incident and change and get generic knowledge of business rules and client scripts.
there is no ACL/LDAP questions like we used to have in previous CIS exam. just focus on ITSM applications and you will be good to go.
Please Note: this article is not intended to give you all the questions that you are looking for but to help you understand and gain confidence in order to give the exam. I know many of you are hesitant to give the exam even though you have been working on servcienow platform from years.
So just calm down, have a cup of coffee, open wiki and start understanding these concepts as they will be helpful in your future implementations.
Please mark this article 'Helpful' if it made you a step closer to give the exam 🙂
All the Best!!!
