ServiceNow Servicenow-CIS-ITSM : Certified Implementation Specialist - IT Service Management Exam

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Exam Number : Servicenow-CIS-ITSM
Exam Name : Certified Implementation Specialist - IT Service Management
Vendor Name : ServiceNow
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Servicenow-CIS-ITSM exam Format | Servicenow-CIS-ITSM Course Contents | Servicenow-CIS-ITSM Course Outline | Servicenow-CIS-ITSM exam Syllabus | Servicenow-CIS-ITSM exam Objectives


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

Exam content is divided into Learning Domains that correspond to key syllabus and activities typically encountered during ServiceNow implementations. In each Learning Domain, specific learning objectives have been identified and are tested in the exam. The following table shows the learning domains, weightings, and sub-skills measured by this exam and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of exam content.

Application Concepts
For each ITSM application, know the following:
• Baseline Application Functionality
o Basic and advanced features in baseline installation of the current release
o Functionality and features added or changed in the current release
o State model and default process flow
o Basic and advanced operations performed by users and the system
• Architecture and Security
o Key tables used in the application
o Relationships among application tables
o Roles and default Access Controls
o Primary application components (Script Includes, Business Rules, etc.)
o Integration capabilities
• Business Cases / Use Cases
o Value proposition
o Key Performance Indicators and Benchmarks
o Selection of appropriate features and functions to meet business requirements

1 Incident Management 25%
2 Problem Management 10%
3 Change and Release Management 25%
4 Knowledge Management 10%
5 Request Fulfillment 25%
6 Configuration Management Database 5%
Total 100%

Exam Structure
The exam consists of approximately 60 questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response 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. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.
Exam Results
After completing and submitting the exam, a pass or fail result is immediately calculated and displayed to the candidate. More detailed results are not provided to the candidate.



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ServiceNow Specialist tricks

help Desk management: alternatives, Influences, alternate options, and surest apply | Servicenow-CIS-ITSM boot camp and exam Questions

Dan Critchley, CEO, Managed Services, Optimum Healthcare IT

Dan Critchley, CEO, Managed functions, most reliable Healthcare IT

throughout the wave of enterprise digital fitness listing implementations over the past ten years, I’ve seen and heard many agencies come to the conclusion that their typical help desk management mannequin is not an sufficient useful resource for their end-users, mainly the clinically oriented conclusion-users. Many would likely agree, as do I, that the usual method is certainly ineffective. What I even have come to question, despite the fact, is whether decision-makers in reality recognize why the regularly occurring service desk fashions aren’t working, as a result of many of the revised models don’t appear to be moving the needle.

I transitioned from healthcare operations to healthcare IT a little over a decade ago. It didn’t take me long to admire the underlying reason IT in healthcare struck me as complicated and sometimes maligned by way of internal leaders. readily, it became the exceptional complexity and diversity of the operational mannequin and clients they serve. in the dozens of agencies I’ve linked to at once or in a roundabout way, I’ve estimated that a healthcare company doing $1 billion in revenues has about 600 wonderful job classifications within the human materials system, and about 400 application applications of their IT portfolio. no matter if it’s the energy, schooling or finance industries, I’ve by no means seen anything else close to these numbers, and this doesn’t even bear in mind the criticality of the operations being supported.

  the one most limiting aspect beneath the typical service desk mannequin, whether the usage of outsourced or inside FTE labor, is that the only real characteristic of the useful resource is to sit in a cubical day to day and answer a cell   

Nowhere did this complexity or range present itself greater absolutely to me than in the IT carrier desk. When an agent solutions the cell, on the different end of the road could be a doctor from one of dozens of sub-specialties, health facility nurse, hospital nurse, respiratory therapist, housekeeper, surgical procedure scheduler, government, physical therapist, O.R. nurse, department manager, or billing consultant. and they're calling about a question on one in every of actually a whole bunch of application purposes and hardware gadgets.

Questioning the effectiveness of typical models typically appear to encompass the adequacy of the personnel and never the efficacy of the mannequin. moreover, and extra understandably, personally, it additionally questions the minority of the ticket forms extra so than it does the majority of them. it's, the agents in these fashions are capable of executing the more regular types of interactions like resetting a password or logging/routing a real destroy/repair difficulty that even essentially the most certified technician would not be able to resolve upon an preliminary mobile interaction. It’s the inability to achieve first name decision on the minority “how-to” questions from clinical conclusion-clients, the questions about a way to navigate a workflow through to completion inside the device, which exposes the ordinary fashions as much less-than-effective.

When in search of solutions, searching at the individuals versus deliberating the better mannequin, or even the over-arching goal, strikes me as an initial and customary pitfall. The adage, “form follows feature,” appears to follow right here. For starters, what is the function we deserve to perform greater in the new enterprise EHR environment? while many would say provider desk is the feature, i would argue that person support is the objective for which carrier desk is but a single sub-function.

When “provider desk” is the focal element over “person help,” it's incredibly doubtless the incorrect aid class goes to be assigned to the function. When seeking an optimized scientific service desk solution, one of the most commonplace interventions I see corporations take is outsourcing. In most instances, I’m now not hearing or seeing fine consequences in this area. If it’s without difficulty a distinct useful resource taking the same historical approach, the result isn’t going to be a whole lot different.

The outsourced components are working beneath the identical model it is preventing businesses from reaching the outcomes they desire with their inner supplies. the only most limiting ingredient beneath the ordinary provider desk model, no matter if the use of outsourced or inside FTE labor, is that the sole function of the resource is to sit in a cubical each day and reply a telephone. Deep technical advantage of a given EHR equipment is not so good as selected skills of an organization's entertaining workflows when it involves success on the service desk.

while the service desk is a vital piece of the EHR person guide continuum, it can't be the simplest attainable means of aid to end-users. cutting back the variety of calls to the carrier desk should still be an improved priority for measurable growth than increasing the percentage of first call decision. this may most effective be achieved when there are EHR person aid supplies whose function contains, but additionally goes well beyond, taking a rotation on the medical provider desk.

The problem healthcare IT businesses have with this method is that their ordinary help fashions don’t at the moment consist of a useful resource class for this effort. The characteristic is being dictated by existing form, as an alternative of kind following necessitated capabilities. The present provider desk technicians are inadequate, and the work can't be transitioned to different ordinary roles such as trainers or software analysts for various factors.

If including a brand new aid type sounds expensive, my event suggests it is not. in fact, I actually have considered it cut back fees in agencies who have conveniently implemented it. i like to refer to a person-centric support role as a tradition help expert. I’ve considered corporations use the position to varying levels of success with a vital ingredient being a clear definition of position and accountability. a typical shortcoming I’ve viewed with this role is an absence of function definition and the exclusion of carrier desk rotation in the duties.

typical obligations of a practice support specialist may still consist of:•Liaison with scientific areas• supply tips, hints and updates at standing department and medical meetings•Proactive rounding in assigned areas•participate on manner development teams•research and track carrier desk tickets from assigned areas•minimum and easy equipment build•define design necessities for accredited optimization and enhancements efforts•suggest governance bodies on prioritization of tasks for most reliable person have an impact on•Rotation on clinical service desk

 I’ve considered corporations create this function by means of transition FTEs from the areas of service desk, application analyst, and training. The influence is a complete net discount in FTEs for the IT department. The introduction of this aid classification takes a huge burden off the application crew as a result of most issues are resolved by showing end-users how ambitions may also be executed the usage of the equipment as it is at present deployed. The absence of this position resulted in “fixes” or re-design of the system the place neither changed into warranted.

one of many other advantageous consequences of this method is decreasing total call extent to the service desk. end-clients locate that standard questions or issues can now be resolved via different proactive measures.

follow support experts function a weekly rotation on the provider desk at intervals dependent on the dimension of the organization and the number of workforce. legislation of diminishing returns has me recommend that PSS group of workers the provider desk at height hours, or Monday through Friday from 7:00 am - 5:00 pm with after-hours and overflow going to both the interior technical carrier desk or a third birthday celebration vendor.

there are lots of influencing components that go into the fine and design of a company’s medical service desk. The maturity of an EHR implementation is one principal element. We accept as true with most advantageous follow entails resourcing the provider desk with a person guide aid whose tasks on the service desk are however one function of a extra comprehensive role and strategy.


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