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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)?

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

• Problem created from system property (com.sn-problem.create_from_incident.attributes)
• ProblemUtils script include
• ProblemV2Util script include
• Create Problem UI action

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

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

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')
• current.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?

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

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

How to Prepare For ServiceNow Certified CIS CSM

Preparation Guide for ServiceNow Certified CIS CSM

Introduction to ServiceNow Certified CIS CSM

ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.

Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.

The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.

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SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.

ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.

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