Certified Implementation Specialist - Customer Service Management

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Exam Number : Servicenow-CIS-CSM
Exam Name : Certified Implementation Specialist - Customer Service Management
Vendor Name : ServiceNow
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Question Bank : Check Questions

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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 Topics 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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