Exam review : Certified Implementation Specialist - IT Service Management

[khadija3]

Hello Community,

I passed my CIS-IT Service Management a couple of days ago and I want to share with you my experience

The goal of the certification is to consolidate your knowledge in IT process implementation but it does not replace the practical experience, so as a prerequisite it's better to a have some experience implementing at least two process (from my perspective I would go for Incident management and Request/Catalog processes).

The scope of the certification: Incident, Request Fulfillment / catalog, Change, Problem, Knowledge, CMDB.

So you need to know the life cycle of each process, state model, roles, key tables, script includes, business rules, UI actions used and the available plugins …

You can refer to the blueprint for more: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-itsm-blueprint.pdf

Where to start: The official documentation, I know it's so long but no study material can replace it 

You can go to this link and generate a pdf for each process, the total is almost 500pages.

Get a personal instance on https://developer.servicenow.com/ in the current release and start going through every process, let’s take the incident process as an example, you can start by creating an incident as an end-user, note all actions the user can do, what fields he can see or update, what UI actions he perform, then you can have a behind the scenes view by looking at the code behind the UI actions to understand the logic and how it actually works. As an example “how the incident is auto-closed?”: There is a scheduled job which calls a business rules that uses a system property.

You need to know the out of the box features, how it can be configured in real-life use cases without the need of too much customization and how the process is defined from an ITIL perspective.

Study material: I’ve found this Quizlet to be extremely helpful

https://quizlet.com/280726414/servicenow-itsm-implementation-certification-exam-march-2018-flash-car...

It contains about 242 questions, don't just go through them but ask yourself each time how this is working what scripts are used in each case

I hope this article can help everyone and if you have any questions you can leave a comment

Good luck

[Abdou]

Thank you for the sharing !

[Yousef1]

Thank you Khadija.