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)?

• No updates are made to child Incidents
• Assignment Group, Work Notes, and related Problem
• Work Notes
• Assignment Group and Work Notes

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 CI is not in the maintenance window
• The changes schedule does not give appropriate lead time
• The change schedule is during blackout periods
• The change scheduled is outside of business hours
• Existing scheduled changes to the CI

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 [kb_knowledge]
• Knowledge Feedback [kb_feedback]
• Knowledge Search Log [ts_query_kb]
• Knowledge Use [kb_use]

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?

• current.variable_name
• g_form.getReference(‘variable_name')
• producer.variable_name
• g_form.getVariable(‘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?

• Managed By
• Change Control
• Support Group
• Assignment Group

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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:

• Customer Service Management Fundamentals
• ServiceNow Fundamentals
• ServiceNow Platform Implementation
• Customer Service Management Implementation
• Get Started with Now Create
• CMDB 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.

Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

• Proven Practices for Implementation
• Baseline Application Functionality
• Architecture and Security
• Business Cases / Use Cases

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf