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Exam Number : Servicenow-CIS-CSM
Exam Name : Certified Implementation Specialist - Customer Service Management
Vendor Name : ServiceNow
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Servicenow-CIS-CSM test
Format | Servicenow-CIS-CSM Course Contents | Servicenow-CIS-CSM Course Outline | Servicenow-CIS-CSM test
Syllabus | Servicenow-CIS-CSM test
Objectives
Exam content is divided into Learning Domains that correspond to key courses and
activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.
The following table shows the learning domains, weightings, and sub-skills measured by
this test
and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of test
content.
• Baseline Application Functionality
o Basic and advanced features in baseline installation of the current release
o Functionality and features added or changed in the current release
o State model and default process flow
o Basic and advanced operations performed by users and the system
• Architecture and Security
o Key tables used in the application
o Relationships among application tables
o Roles and default Access Controls
o Primary application components (Script Includes, Business Rules, etc.)
o Integration capabilities
• Business Cases / Use Cases
o Value proposition
o Key Performance Indicators and Benchmarks
o Selection of appropriate features and functions to meet business requirements
Learning Domain % of Exam
1 Incident Management 25%
2 Problem Management 10%
3 Change and Release Management 25%
4 Knowledge Management 10%
5 Request Fulfillment 25%
6 Configuration Management Database 5%
Total 100%
Exam Structure
The test
consists of approximately 60 questions. For each question on the
examination, there are multiple possible responses. The person taking the test
reviews
the response options and selects the most correct answer to the question.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the test
reviews the response options and selects the
one response most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible
responses. The question will state how many responses should be selected. The
candidate taking the test
reviews the response options and selects ALL responses that
accurately answer the question. Multiple-select questions have two or more correct
responses.
Exam Results
After completing and submitting the exam, a pass or fail result is immediately
calculated and displayed to the candidate. More detailed results are not provided to
the candidate.
Exam Retakes
If a candidate fails to pass an exam, they may register to take the test
again up to
three more times for a cost of $100.
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