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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
- No updates are made to child Incidents
- Work Notes
- 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?
- ProblemUtils script include
- Create Problem UI action
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
- ProblemV2Util script include
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
- 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
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 Feedback [kb_feedback]
- Knowledge Search Log [ts_query_kb]
- Knowledge [kb_knowledge]
- 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
- producer.variable_name
- g_form.getReference(‘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
- Support Group
- Assignment Group
- Change Control
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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.
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 17% | - CSM Workspace
|
| Topic 2: CSM Best Practices and Knowledge Management | 10% | - Knowledge Management
|
| Topic 3: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform Analytics and Reporting
|
| Topic 4: CSM Foundational Data Model | 27% | - Contracts and Entitlements
|
| Topic 5: CSM Configuration | 38% | - CSM in ServiceNow
|



