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This certificate verifies the fundamental knowledge to become a development consultant ensuring if the candidate is skilled enough of practically applying the knowledge gained through pieces of training and practical experience of working within the projects.
Aim of the Certificate Exam
- Provide individuals with a mark of excellence that is extremely recognized by the clients and seeks within across the industries
- Empower individuals to execute tasks with confidence and skill
- Differentiate individual in a crowded job market
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ServiceNow CIS-ITSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem resolution and closure processes - Known error and workaround management - Problem lifecycle, identification, and investigation - Root cause analysis and documentation |
| Topic 2: Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Service Portfolio Management - Integration between ITSM applications - Service Operations Workspace configuration |
| Topic 3: Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service catalog design, items, and categories - Service level agreements for requests - Catalog variables, order guides, and workflows |
| Topic 4: Change Management | 20% | - Change models, approval workflows, and policies - Change types: Standard, Normal, Emergency - Change scheduling, risk assessment, and implementation - Change success measurement and reporting |
| Topic 5: Incident Management | 30% | - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow - Assignment rules, escalation, and notifications |
| Topic 6: Configuration Management Database (CMDB) | 5% | - CMDB data model, classes, and relationships - CMDB integration with ITSM processes - CI identification, reconciliation, and normalization |
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