servicenow certified implementation specialist - it ... · pdf file© 2017 servicenow,...

3Q2017

ServiceNowCertifiedImplementationSpecialist-ITServiceManagementExamSpecification

©2017ServiceNow,Inc.Allrightsreserved.ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 2

IntroductionTheServiceNowCertifiedImplementationSpecialist-ITServiceManagement(ITSM)ExamSpecificationdefinesthepurpose,audience,testingoptions,examcontentcoverage,testframework,andprerequisitestobecomeaServiceNowITSMImplementationSpecialist.

ExamPurposeTheServiceNowCertifiedImplementationSpecialist-ITServiceManagement(ITSM)examcertifiesthatasuccessfulcandidatehastheskillsandessentialknowledgetocontributetotheconfiguration,implementation,andmaintenanceofServiceNowITSMapplications.

AudienceTheServiceNowCertifiedImplementationSpecialist-ITServiceManagement(ITSM)examisavailabletoServiceNowcustomers,partners,salesengineers,employees,andothersinterestedinbecomingaServiceNowITSMCertifiedImplementationSpecialist.

PrerequisitesServiceNowrecommendscompletionofthefollowingpre-requisitesinpreparationfortheServiceNowCertifiedImplementationSpecialist-ITServiceManagement(ITSM)exam.

Certifications• CertifiedSystemAdministrator(CSA)• ITILv3FoundationsCertified

Education• ServiceNowPlatformFundamentals(formerlyServiceNowSystemAdministration)• ServiceNowITSMFundamentals• ServiceNowITSMImplementation

GeneralKnowledge• Generalfamiliaritywithgeneralindustryterminology,acronyms,andinitialisms


ExamScopeSpecificITSMApplications• IncidentManagement• ProblemManagement• ChangeManagement• ConfigurationManagementDatabase• KnowledgeManagement• ServiceCatalog/RequestFulfillmentApplicationConceptsForeachITSMapplication,knowthefollowing:• BaselineApplicationFunctionality

– Basicandadvancedfeaturesinbaselineinstallationofthecurrentrelease– Functionalityandfeaturesaddedorchangedinthecurrentrelease– Statemodelanddefaultprocessflow– Basicandadvancedoperationsperformedbyusersandthesystem

• ArchitectureandSecurity– Keytablesusedintheapplication– Relationshipsamongapplicationtables– RolesanddefaultAccessControls– Primaryapplicationcomponents(ScriptIncludes,BusinessRules,etc.)– Integrationcapabilities

• BusinessCases/UseCases– Valueproposition– KeyPerformanceIndicatorsandBenchmarks– Selectionofappropriatefeaturesandfunctionstomeetbusinessrequirements

• ProvenPracticesforImplementation– Implementationapproachestomeetrequirementsthatpreserveupgradability,

scalability,andmaintainability– Implementationsolutionsthatworkinconjunctionwithbaselineapplication

functionality

ExamPreparationExamquestionsarebasedonofficialServiceNowtrainingmaterials,theServiceNowDocumentationsite,andtheServiceNowDevelopersite.Studymaterialspostedelsewhereonlinearenotofficialandshouldnotbeusedtopreparefortheexamination.


ExamStructureThefollowingtableshowstheknowledgedomainsmeasuredbythisexamandthepercentageofquestionsrepresentedineachdomain.

LearningDomain PercentofExam1 IncidentManagement 25%2 ProblemManagement 10%3 ChangeManagement 25%4 KnowledgeManagement 10%5 RequestFulfillment 25%6 ConfigurationManagementDatabase 5% Total 100%

QuestionFormatsandResponsesAvarietyofquestionsareusedontheexam.Eachquestioncontainsdistractors,whichrepresentincorrectorincompleteanswersacandidatewithincompleteskillorknowledgemaychoose.Distractorsareplausibleoptionsthatfitsintothetopicareadefinedbyatestobjective,butdonotrepresentthecorrectresponse.MultipleChoice(singleanswer)

ForeachMultipleChoicequestionontheexam,therearefour(4)possibleresponses.ThepersontakingtheexamreviewstheresponseoptionsandselectsONE(1)responsemostaccuratelyanswersthequestion.Wronganswers,calleddistractors,representincorrectorincompleteanswersacandidatewithincompleteskillorknowledgemaychoose.Distractorsareplausibleoptionsthatfitsintothetopicareadefinedbyatestobjective,butdonotrepresentthecorrectresponse.

MultipleSelect(selectallthatapply)

ForeachMultipleSelectquestionontheexam,therearefour(4)possibleresponses.ThepersontakingtheexamreviewstheresponseoptionsandselectsALLresponsesthataccuratelyanswerthequestion.MultipleSelectquestionsmayhaveone(1),two(2),three(3),orfour(4)correctresponses.Partialcreditisawardedforeachcorrectresponse.

TrueorFalse

Anexamineeispresentedwithastatementandisaskedtoselectthecorrectanswerfromthetwooptions;thestatementiseithertrueorfalse.


TestingProcessEachcandidatemustregisterfortheexam.Duringtheregistrationprocess,eachtesttakerhastheoptionoftakingtheexamatanAuthorizedTestingCenterorasanonline-proctoredexam.Inbothtestingvenues,theCertifiedImplementationSpecialistexamisdonethroughaconsistent,friendly,userinterfacecustomizedforServiceNowtests.TheKryteriontestingnetworkisworldwideandalllocationsofferasecure,comfortabletestingenvironment.Candidatesregisterfortheexamataspecificdateandtimesothereisnowaitingandaseatisreservedinthetestingcenter.Eachcandidatecanalsochoosetotaketheexamasanonline-proctoredexam.Thistestingenvironmentallowsacandidatetotakethetestonhisorherownsystemprovidedthatcertainrequirementsaremet.NOTE:Aspecialaccommodationversionoftheexamisavailable.ContactTraining@serviceNow.comformoreinformation.Dependingontheaccommodation,theremaybea30-dayleadtimebeforetesting.

ExamResultsAftercompletingandsubmittingtheexam,resultsareimmediatelycalculatedanddisplayedtothecandidate.APassorFailmessageisdisplayedgivingthecandidateimmediateresults.


ExamContentDescriptionExamcontentisdividedintoLearningDomainsthatcorrespondtokeytopicsandactivitiestypicallyencounteredduringServiceNowimplementations.IneachLearningDomain,specificlearningobjectiveshavebeenidentifiedandaretestedintheexam.ThisServiceNowImplementationSpecialistCertificationExamBlueprintincludestestobjectives,weighting,andsamplequestions.Thesub-skillswithineachLearningDomainlistedtoclarifythetestobjectivesincludeafewexamplesbutshouldNOTbeconsideredanall-inclusivelistofexamcontent.

LearningDomain1–IncidentManagement

A. BaselineApplicationFunctionalityB. ArchitectureandSecurityC. BusinessCases/UseCasesD. ProvenPracticesforImplementation

SampleItem

AparentIncidentisupdatedtoreflectanewAssignmentGroup,WorkNotes,andrelatedProblem.CorrespondingfieldupdatestochildIncidentsinclude________.

A. AssignmentGroup,WorkNotes,andrelatedProblemB. AssignmentGroupandWorkNotesC. WorkNotesD. NoupdatesaremadetochildIncidents

LearningDomain2–ProblemManagement


SampleItem

WhenshouldaProblembeputinaStateofKnownError?A. ThecauseoftheProblemhasbeendetermined,butthereisnopermanentfixB. TheProblemhasbeenacknowledged,butarootcausehasnotyetbeen

identifiedC. AfixfortheProblemispendingimplementationofaChangeD. TheProblemisactivelybeinginvestigated,butaworkaroundhasbeen

identified


LearningDomain3–ChangeManagement


SampleItem

AcustomerhasarequirementtoallowstafftocopyexistingChanges.However,theywanttoaddtheWorkNotesListfieldtothefieldsincludedinthecopyoperation.Whichapproachisrecommendedtosatisfythisrequirement?

A. EditthecodeintheCopyChangeUIActiontoincludethenewfieldandvalidatethattheUIActionisActive

B. Validatethatthe‘EnableCopyChangefeature’propertyissettotrueandaddthefieldtothe‘Listofattributes(comma-separated)thatwillbecopiedfromtheoriginatingchange’property

C. EdittheChangeUtilsScriptIncludetoaddthenewfieldtotheCHANGE_REQUEST_DEFAULT_ATTR_VALUEConstantthatdefinesfieldstoincludeinCopyoperation

D. OverridetheDictionaryattributesfortheWorkNotesListfieldonChangetoaddthe‘IncludeinRecordCopy’attributesettotrue

LearningDomain4–KnowledgeManagement


SampleItem

Arecordisaddedtothe_______tableeachtimeaKnowledgearticleisviewed.TherecordincludesfieldstoidentifytheuserwhoviewedthearticleandwhetherthearticlewasattachedtoaTask.

A. KnowledgeUse[kb_use]B. KnowledgeFeedback[kb_feedback]C. Knowledge[kb_knowledge]D. KnowledgeSearchLog[ts_query_kb]


LearningDomain5–ServiceCatalog/RequestFulfillment


SampleItem

WhichoneofthefollowingispropersyntaxforaccessingvaluesofvariablesfromaRecordProducerscriptfield?

A. g_form.getReference('variable_name')B. g_form.getVariable('variable_name')C. producer.variable_nameD. current.variable_name

LearningDomain6–ConfigurationManagementDatabase(CMDB)


SampleItem

WhichfieldonaConfigurationItem(CI)maybeusedtorouteIncidentstotheappropriategrouptoquicklyresolveIncidentsrelatedtotheCI?

A. AssignmentGroupB. SupportGroupC. ChangeControlD. ManagedBy

servicenow certified implementation specialist - it ... · pdf file© 2017 servicenow,...

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