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, Work Notes, and related Problem
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?

ProblemUtils script include
Problem created from system property (com.sn-problem.create_from_incident.attributes)
Create Problem UI action
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 scheduled is outside of business hours
The CI is not in the maintenance window
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 Use [kb_use]
Knowledge [kb_knowledge]
Knowledge Feedback [kb_feedback]
Knowledge Search Log [ts_query_kb]

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')
producer.variable_name
current.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
Change Control
Support Group
Assignment Group

For more info read reference:

CIS-CSM Official Certification Site

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ServiceNow CIS-CSM Exam Syllabus Topics:

Topic	Details
Topic 1	This section evaluates ServiceNow Consultants' capabilities in extending CSM beyond core case handling. It includes knowledge of CSM portal configuration, service catalog setup, SLAs, targeted communications, community engagement, and using performance analytics for reporting and insights.
Topic 2	Case Management: This part of the exam measures the operational proficiency of Configuration Specialists in managing case lifecycles. It examines knowledge of case states and flows, major issue handling, service definition and digest setup, CSM workspace tools, and the creation of case actions, tasks, and escalations.
Topic 3	CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics
Topic 4	CSM Foundational Data Model: This section evaluates Configuration Specialists' understanding of core CSM data structures. It covers business models, product models, install base management, and contract entitlement handling, essential for underpinning ServiceNow CSM
Topic 5	Customer Service Management System Setup and Configuration: This section assesses ServiceNow Consultants' configuration expertise in setting up the CSM application. It focuses on enabling ServiceNow CSM, defining routing and assignment rules, configuring case types and communication channels, and customizing CSM workspace behavior.

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

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How to Prepare For ServiceNow Certified CIS CSM

Preparation Guide for ServiceNow Certified CIS CSM

Introduction to ServiceNow Certified CIS CSM

ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.

Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.

The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.

The Certified Implementation Specialist - Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.

SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.

ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.

It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.