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Exam Content
The examination consists of 65 Questions. Candidates should attempt maximum correct answers for a better score.
Formats of Question
- Single Response Multiple-choice questions: Only One correct response from the given options best suits the statement or answers the question.
- Multiple Response Multiple-choice questions: Two or More Correct response from the given options best suits the statement or answers the question.
Exam Duration
Candidates will have 90 minutes for attempting 65 questions. So, it becomes important for the candidates to time-box the exam and restrict spending too much time on one question or one topic.
Exam Results
The ServiceNow CIS-ITSM certification is a pass or fail exam. The examination is scored against a minimum standard established by ServiceNow who are guided by the certification industry best practices and guidelines. On successful submission of the certification examination, result in the form of Pass or Fail result is immediately calculated and displayed to the candidate. No further details will be provided to the candidate.
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
- Differentiate individual in a crowded job market
- Empower individuals to execute tasks with confidence and skill
Scope
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.
ServiceNow CIS-ITSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management | - SLAs, assignments, and escalation - Incident lifecycle and configuration |
| Topic 2: ITSM Foundation and Platform Concepts | - ITSM application overview - ServiceNow platform architecture and navigation |
| Topic 3: Problem Management | - Known errors and workarounds - Problem identification and root cause analysis |
| Topic 4: ITSM Reporting and Performance | - Metrics and KPI tracking - Basic reporting and dashboards |
| Topic 5: Request Fulfillment and Service Catalog | - Request lifecycle management - Catalog items and workflows |
| Topic 6: Knowledge Management | - Publishing and lifecycle processes - Knowledge article creation and governance |
| Topic 7: Change Management | - Approval and risk management - Change types and workflows |
| Topic 8: CMDB and Service Mapping Concepts | - CMDB structure and relationships - Service dependencies overview |
ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions:
Your implementation has some legacy change types with workflows, and also some new change models.
What option for Change Create New will support your scenario?
- A. Change Interceptor
- B. Change Overview
- C. Change Catalog
- D. Change Landing Page
Correct Answer: C 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
Where can a change manager define the interval frequency for unauthorized change detection?
- A. Event Processing Properties module
- B. Unauthorized change flow
- C. The ci.change unplanned business rule
- D. Unauthorized Change Properties module
Correct Answer: D 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
Which role would give you access to the CI CIass Manager?
- A. ecmdb
- B. class_manager
- C. ecmdb_admin
- D. sn_class_manager
Correct Answer: C 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
What tools are available to the assignee to help resolve an incident?
Choose 2 answers
- A. Incident Overview Dashboard
- B. Known Errors
- C. CI Class Manager
- D. Enterprise CMDB Dashboard
- E. Resolutions from similar incidents
Correct Answer: B,E 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
Where do you enable the Search as feature for an incident?
- A. Related Search Results table configuration
- B. Incident form design
- C. incident.deflection system property
- D. Incident Properties application
Correct Answer: A 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
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