Certified Implementation Specialist - IT Service Management (CIS-ITSM) Delta Exam Study Guide

Release: Xanadu

Audience

• All Learners

Overview

• Use this guide for the delta exam on Now Learning.
• Review ServiceNow’s Product Documentation for comprehensive understanding.

Delta Exam Study Guide Content

Benchmarks

• ServiceNow Benchmarks: Provides visibility into KPIs and trends.
• Enhancements in Xanadu:
  • Self-solved using AI search QnA.
  • Self-solved using Proactive Engagement for DeX KPIs.
• Activation:
  • Benchmarks activated by default; new dashboard installed automatically.

DevOps

• DevOps Change Velocity: Enhances visibility and change automation.
• Xanadu Enhancements:
  • Change automation in Service Operations Workspace Admin Center.
  • Compliance with Web Content Accessibility Guidelines 2.1 Level AA.
• Changed Features:
  • Reflow support for configurable workspace.
  • Enhanced DevOps model change process.
  • Integration improvements with Jira and GitHub.

Digital End-User Experience (DEX)

• DEX Solution: Comprehensive visibility for user applications and devices.
• Xanadu Enhancements:
  • DEX Insights for monitoring device performance.
  • Integration with ServiceNow Proactive Engagement.
  • Desktop Assistant with Now Assist.
  • Actions Library for automated issue resolution.

Digital Portfolio Management

• Xanadu Enhancements:
  • Admin Center for guided setup of DPM Workspace.
  • Unified Map for service and application relationships.
  • Update KPI descriptions.
  • Integration of Needs attention panels.

Now Assist for ITSM

• Generative AI for ITSM:
  • Summarize change requests and generate knowledge articles.
  • Recommendations for chat replies.
• Xanadu Enhancements:
  • AI Search results integration with external Atlassian Confluence.

Service Operations Workspace

• Unified Experience: Configurable workspace for ITSM and IT Operations.
• Xanadu Enhancements:
  • Improved configuration management and navigation.
  • AI-powered search results for various record types.
  • Problem Management models for tailored use cases.
  • Granular access roles for better user management.

Service Portfolio Management

• Xanadu Enhancements:
  • Time zone settings for service availability records.
  • Assign multiple teams to service offerings.

Additional Information

• Visit the ServiceNow Store for app installations and version history.
• Ensure accessibility compliance and configuration optimization for a seamless user experience.

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This guide provides a comprehensive overview and key updates in the Xanadu release relevant for maintaining IT Service Management certifications and enhancing platform usage.