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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, Work Notes, and related Problem
- No updates are made to child Incidents
- 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
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
- ProblemUtils script include
- ProblemV2Util script include
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- Existing scheduled changes to the CI
- The change schedule is during blackout periods
- The CI is not in the maintenance window
- The change scheduled is outside of business hours
- 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 [kb_knowledge]
- Knowledge Search Log [ts_query_kb]
- Knowledge Use [kb_use]
- Knowledge Feedback [kb_feedback]
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?
- producer.variable_name
- g_form.getVariable(‘variable_name')
- current.variable_name
- g_form.getReference(‘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
- Assignment Group
- Support Group
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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
- CMDB Fundamentals
- ServiceNow Platform Implementation
- Get Started with Now Create
- Customer Service Management Implementation
ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management |
| Exam Number: | CIS-CSM |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) Customer Service Management Implementation |
| Exam Price: | USD $450 |
| Exam Format: | Multiple Select, Multiple Choice |
| Certificate Validity Period: | Requires renewal through ServiceNow delta exams each release cycle |
| Real Exam Qty: | 60 |
| Available Languages: | English, Japanese |
| Passing Score: | Pass or Fail |
| Exam Duration: | 90 minutes |
| Sample Questions: | ServiceNow CIS-CSM Sample Questions |
| Exam Way: | Online proctored exam or onsite testing through Pearson VUE |
| Pre Condition: | ServiceNow recommends completing Customer Service Management Fundamentals and Customer Service Management Implementation training. ServiceNow Certified System Administrator (CSA) knowledge is highly recommended. |
| Official Syllabus URL: | https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-customer-service-management |
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Best Practices and Knowledge Management | 10% | - Knowledge Management
|
| Topic 2: CSM Foundational Data Model | 27% | - Contracts and Entitlements
|
| Topic 3: Case Management | 17% | - Case Actions, Tasks, and Escalations
|
| Topic 4: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Portals and Service Catalog
|
| Topic 5: CSM Configuration | 38% | - Case Types
|
By Barnett
