The ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification validates the expertise required to configure, implement, and maintain ServiceNow’s ITSM applications. This credential is ideal for consultants, administrators, and IT professionals who want to specialize in deploying ServiceNow’s IT Service Management solutions to streamline IT operations and enhance service delivery.

This course follows the official CIS-ITSM exam objectives and provides in-depth coverage of ITSM application configuration, process design, and platform integration. You will develop the knowledge necessary to align ServiceNow with ITIL best practices, ensuring organizations can efficiently manage incidents, problems, changes, requests, and service catalogs.

Core areas of focus include:

• Incident & Problem Management: configuring workflows, SLAs, escalations, and root cause analysis processes

• Change & Release Management: setting up CAB approvals, managing change models, and supporting deployment plans

• Request Management & Service Catalog: designing catalogs, managing request fulfillment, and automating approvals

• Knowledge Management: implementing knowledge bases, article workflows, and knowledge-centered support practices

• Configuration Management (CMDB): establishing relationships between CIs, maintaining data integrity, and enabling service mapping

• Performance Analytics & Reporting: creating dashboards, KPIs, and reports to measure IT service performance

• Integrations: connecting ITSM processes with other enterprise systems to achieve unified service delivery

Incident & Problem Management: configuring workflows, SLAs, escalations, and root cause analysis processes

Change & Release Management: setting up CAB approvals, managing change models, and supporting deployment plans

Request Management & Service Catalog: designing catalogs, managing request fulfillment, and automating approvals

Knowledge Management: implementing knowledge bases, article workflows, and knowledge-centered support practices

Configuration Management (CMDB): establishing relationships between CIs, maintaining data integrity, and enabling service mapping

Performance Analytics & Reporting: creating dashboards, KPIs, and reports to measure IT service performance

Integrations: connecting ITSM processes with other enterprise systems to achieve unified service delivery

The course includes practice exams that simulate real-world ITSM implementation scenarios, such as resolving incident escalations, handling change conflicts, or building service catalog workflows. Each practice question is supported by detailed explanations, helping learners understand both the correct answers and best-practice approaches.

By completing this preparation, you will be fully equipped to pass the CIS-ITSM exam and excel in roles such as ServiceNow ITSM Consultant, IT Process Specialist, Implementation Engineer, or Platform Administrator, enabling organizations to optimize IT operations through ServiceNow.