CIS case studies
CIS · Put your knowledge to work in context.
The ServiceNow Certified Implementation Specialist (CIS) credential is a family of product-focused certifications for practitioners who configure and deploy ServiceNow solutions. Candidates typically come from implementation consulting, platform administration, or product ownership roles, and they usually already hold the Certified System Administrator credential before specializing. Because CIS titles are product-specific, the exam you sit for reflects the product you work with daily: the platform's own materials describe a portfolio spanning IT Service Management, Customer Service Management, IT Operations Management, IT Asset Management, Strategic Portfolio Management, Governance Risk and Compliance, Security Operations, Field Service Management, HR Service Delivery, and App Engine, alongside newer AI capabilities such as AI Agents, ServiceNow Otto, and Super Intelligence Control Tower. Expect coverage of platform and AI fundamentals, implementation and configuration practice, the products and workflows in your chosen track, and AI, data, and governance concerns. The CIS case studies are 5 cases and about 3,101 words.
1Predictive Intelligence on a Thin, Imbalanced Incident Sample
Northwind Health has 40,000 open and closed incidents in one ServiceNow instance. Leaders want Predictive Intelligence to auto-set category and assignment group before agents touch new tickets.
642 words, about 3 min2Domain Separation, Data Residency, and Parallel Development
A financial services firm runs one ServiceNow instance in Amsterdam for 3,500 employees in 14 countries. Six service desks handle HR, IT, facilities, legal, procurement, and finance.
638 words, about 3 min3Confidential HR Onboarding Across Five Departments
A 2,200-employee manufacturer runs ITSM Pro, CSM Pro, and HRSD in one instance. HR wants a single “New Hire” request in the employee portal.
632 words, about 3 min4Now Assist Readiness With Stale Knowledge and PII
A telecom company handles 18,000 incidents per month in ServiceNow. It owns Now Assist for ITSM and wants incident summarization and resolution-note generation for all 140 agents on day one.
618 words, about 3 min5CMDB Remediation Before Discovery Rollout
A logistics company has 6,000 servers across three data centers. Its CMDB holds 22,000 CIs, but an audit sample shows 38% duplicates, 27% missing owner, and 41% missing environment.
571 words, about 3 min