About ServiceNow CIS-CSM Exam Braindumps
For more info read reference:
CIS-CSM Official Certification Site
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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Certification Path of ServiceNow Certified CIS CSM
ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam:
- Get Started with Now Create
- Customer Service Management Implementation
- ServiceNow Fundamentals
- ServiceNow Platform Implementation
- CMDB Fundamentals
- Customer Service Management Fundamentals
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How to book the ServiceNow Certified CIS CSM
Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the ITSM Implementation training prerequisit- Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist - IT Service Management exam only.
During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.
The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.
Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.
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Sample Questions
Sample Item - Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Assignment Group and Work Notes
- Work Notes
- No updates are made to child Incidents
- Assignment Group, Work Notes, and related Problem
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- Create Problem UI action
- ProblemV2Util script include
- ProblemUtils script include
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The changes schedule does not give appropriate lead time
- The CI is not in the maintenance window
- Existing scheduled changes to the CI
- The change schedule is during blackout periods
- The change scheduled is outside of business hours
Sample Item - Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Search Log [ts_query_kb]
- Knowledge Use [kb_use]
- Knowledge Feedback [kb_feedback]
- Knowledge [kb_knowledge]
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- g_form.getReference(‘variable_name')
- g_form.getVariable(‘variable_name')
- current.variable_name
- producer.variable_name
Sample Item - Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Change Control
- Assignment Group
- Managed By
- Support Group
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| CSM foundational data model | 27% | - Business models - Install base management - Product models - Contracts and entitlements |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Platform analytics and reporting tools - Special handling notes, SLAs, and targeted communications |
| CSM configuration | 38% | - Case types configuration - Supported communication channels - Routing and assignment rules - CSM application setup |
| CSM Best Practices and Knowledge Management | 10% | - Article quality and search - Knowledge management functionality - CSM implementation best practices |
| Case management | 17% | - Case actions, tasks, and escalations - Case digests and service definitions - Major issue management - CSM workspace usage - Case state flows and lifecycle |
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