ServiceNow Implementation Specialist ITSM Exam

Hello readers

Recently I have passed the ServiceNow Implementation Specialist ITSM exam. The objective of this blog post is to share my experience here. As we all now that the examination pattern has changed and there are many confusion regarding what questions are being asked, is there any question related to coding or integration. To get all these queries addressed I am writing this blogpost.

ITSM CIS is all about Incident Management, Problem Management, Knowledge Management, CMDB and Change Management. The percentage of questions from each section and their difficulty level can be identified from the blue print provided at the serviceNow portal.

Since, the pattern of exam has recently changed it is relatively easy and revolves around the Out of Box functionality only. So, when you are going out for the exam keep the customization that you did for your customer aside and focus only on the baseline configurations.

To start preparing, please go thoroughly go through the book "ServiceNow ITSM Implementation - Participant Guide". This book is the one through which almost 95% of the questions do come. If you are through with the book you will be able to clear the exam easily.

I am now sharing some of the questions that I got in the exam:
1. Auto closure time of incident: 1 DAY
2. How is priority driven in Incident :Impact and urgency drives priority
3.In which phase of incident does escalation takes place : Investigation
4. cmdb base table: cmdb
5. who can delete problem? itil_admin role user can
6. Quest on creation and scoping phase
7. What happens when change is rejected. To which state does it go
8. Risk assessment survey: calculate risk on basis of user response
9. Actual start date and end date when does it populate in change management? Actual start date: when change goes in implement state and Actual end date: When change goes into review state
10. How is normal change task in workflow: It is standard and specific
11. Incident state sequence to be changes what should be updated? Order should be updated.
12. ChangeStatesnc--> Dont remember the exact question
13. standard change extends which table
14.  Change_task extends which table? Task table
15. what is true for standard change? can be automated/detailed (Correct answer was something like that)
16. Only Emergency change only has PIR TaskT/F:  False
17. What happens in investigation n diagnosis phase of Problem Management: RCA of problem
18. problem knowledge mapping: change in create knowledge BR
19. To have complete information about the CIs: CI class manager
20. Which of these is not purpose of CMDB: impact analysis
21. Prefix for all table Table of Service Catalog: sc_
22. How to Omit quantity and price only for single catalog item? (scenario based questions)
23.Question on User criteria in catalog item and categories?
24. Question on User Criteria in category
25.add to wishlist-- quantity in cart for service catalog
26 Can 1 ritm be linked to MULTIPLE req? False
27. Scenario based question.. How to display one catalog item in multiple categories? Ans: By adding it to multiple categories
28. What cannot be published on Service Portal: Requested Item
29. Define, choose options and checkout exists on: Order guide
30 What to use for displaying dynamic users, validation and change on Service Catalog: Catalog client script
31. From where can we not create standard change template: Toggle template
32. Can create/read: Yes it exists both in article and Knowledge base
33. Is knowledge base owner notified when ka is flagged? T/F: True
34. What is the container for multiple RITM: Requests
35.When sp is ordered what begins? Request fulfillment process
36. Who can read an incident? Either caller, opened by or watchlist user
37. Who can close incident who doesnt hv any role?
38. Foundation data on guided setup? Note: Priority and SLA are not part of foundation data
39.How is Business duration calculated?calculated from opened -closed/resolved duration
40.How is time incident spent in each state is determined? metric
41.How will end user chat with suppport person? Connect support
42. Contextual search: when kA are visible in preview section
43.Categories and sub cat are stored in which table? sys_choice
44. Outboud email notifications can be streamlined by? email templates
45.SIimlar variables can be stored and maintained in? variable set
46.What happens to incident(On hold && awaiting problem) when problem is closed? Incidents will also close with work notes updated
47. Can we create problem via incident? True
48. What is the need for problem management?
49.one quest whether it is benchmark/or metric
50.Database views must be created for reporting on variables? False
51.First call resolution achieved by? wf/ br/ fcr field/benchmark
52.Article version, compare articles? Achieved by Knowledgement Advanced plugin
53.What will happen if we uncheck display attachment checkbox?
54.How to create standard change?
55 What does process formatter in change doesn't do? change management lifecycle
56.when using container split.. is it a good option to use container start and container end..? True

These are few questions that I remember and have noted post appearing from the exam.

My advise when u go for the exam:

• Forget about the customization and focus only on Out of Box functionality.
• Stay cool and read the questions carefully as there is plenty of time
• Options could be confusing for few questions so be very careful and omit option one by one after reading them and go for the right one.
• Read the book thoroughly.

All the best.

Surbhi Saini