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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)?

• No updates are made to child Incidents
• Assignment Group and Work Notes
• 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
• Problem created from system property (com.sn-problem.create_from_incident.attributes)
• 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
• Existing scheduled changes to the CI
• The change scheduled is outside of business hours
• The changes schedule does not give appropriate lead time
• The change schedule is during blackout periods

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?

• 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?

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

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

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• Implementation solutions that work in conjunction with baseline application functionality
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Understanding functional and technical aspects of ServiceNow Certified CIS CSM

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• State model and default process flow
• Basic and advanced operations performed by users and the system
• Basic and advanced features in baseline installation of the current release
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The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question. 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.

For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.

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 exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.

If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.

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