ServiceNow CIS-SM Certified Implementation Specialist - Service Mapping Exam

 

CIS-SM - Certified Implementation Specialist - Service Mapping

Introduction
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.

Exam Purpose
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.

Exam Audience
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.

Exam Preparation
Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination

Prerequisite ServiceNow Training Path
ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist – Customer Service Management exam. Information provided in the following ServiceNow training course(s) contain source material for the exam.

• ServiceNow Fundamentals
• Get Started with Now Create
• ServiceNow Platform Implementation
• CMDB Fundamentals
• Customer Service Management Fundamentals
• Customer Service Management Implementation - *Upon completion, the candidate will be eligible to collect a voucher for the Certified Implementation Specialist – Customer Service Management exam.

Recommended Knowledge & Education
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

• Communities Implementation
• CSM with Service Management for BPC
• Customer Service Management with Service Management for Implementers
• Agent Workspace Fundamentals
• Advanced Work Assignment
• Predictive Intelligence Fundamentals
• Performance Analytics Essentials
• Performance Analytics Fundamentals
• Virtual Agent Overview
• Service Portal Fundamentals

Additional Resources
In addition to the above, the candidate may find the following additional resources valuable in preparation for the exam.
• Documentation and Release Notes

Additional Recommended Experience
• Six months field experience participating in ServiceNow CSM deployment projects or maintaining CSM application suite in ServiceNow instances
• Practical knowledge about Customer Services Processes and knowledge of Case workflows
• General familiarity with industry terminology, acronyms, and initialisms

Exam Scope
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 exam and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of exam content. Learning Domain % of Exam

10% Engagement Methodology and Project Planning
• Project Phases
• Working with Clients
• Team Responsibilities

50% Customer Service Management System Setup and Configuration
• Overview of CSM Application
• CSM in ServiceNow
• CSM Setup

15% Customer Service Management Integration
• Integration Capabilities
• Integration with 3rd Party Systems
• Migration of Historical Case Records

25% CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
• CSM Portal
• Knowledge Management
• Service Catalog
• Communities and Performance Analytics

Exam Registration
Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the Customer Service Management Implementation training prerequisite. Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist – Customer Service Management exam only.

During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.

The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.
Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.

NOTE:
A special accommodation version of the exam is available. Contact certification@servicenow.com for more information. Depending on the accommodation, there may be a 30-day lead time before testing.

Exam Structure
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.

Multiple Choice (single answer)
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.

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 exam 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 exam again up to three more times at a cost.

QUESTION 1
Which of the following represents the skills needed that a Service Mapping administrator or implementer
should have? (Choose four.)

A. Understanding of XML, Regex, Delimited text, and JSON
B. Understanding of protocols such as HTTP, TCP, SNMP, SOAP, and REST
C. Scripting capabilities with respect to Unix and Windows commands
D. Intermediate or above Windows and Unix administration skills
E. Sufficient skills to build an enterprise web site
F. Understanding of relational database theory

Correct Answer: ABCD

QUESTION 2
Which one of the following ServiceNow application KPIs would improve most as a direct result of having visibility to a service map created through Service Mapping?

A. Problem Management: Number of Incidents per Known Problem
B. Incident Management: Mean Time to Resolve
C. Event Management: Signal to Noise Ratio
D. Change Management: Number of Major Changes

Correct Answer: B

QUESTION 3
How many ServiceNow instances can one MID Server connect to?

A. 1
B. 5
C. Up to 255
D. Unlimited

Correct Answer: A

QUESTION 4
When a Windows Server is reclassified from the Server [cmdb_ci_server] table to the Windows Server [cmdb_ci_win_server] table, which one of the following describes the process that occurred?

A. Class Change
B. Class Upgrade
C. Class Switch
D. Class Downgrade

Correct Answer: B

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AD01 Blue Prism Accredited Developer Exam

 

If you’re looking for a career in RPA, then Blue Prism Professional developer certification AD01 is the best option. As it will elevate your career in the RPA platform.

Technologies like artificial intelligence, data analytics and machine learning are now overpowering all the major industries including the IT sector, transitioning into a digital era. While talking about digitalization, many industry leaders agree upon the fact that automation is the need of the hour. Along with this, comes Robotic Process Automation (RPA) which too had made its mark in the IT sector as well.

Justin Watson,a global robotic and intelligent automation leader at Deloitte, said:

“2020 looks to be a breakout year for intelligent automation. Moreover, organizations will combine robotic process automation with artificial intelligence and other technologies to enable new ways of working”.

What is Blue Prism?
There is a wide range of tools available in the RPA market. Amongst, them the Blue Prism is the only tool which holds the capability of virtual workforce powered by software robots. This tool is helpful to the enterprise to automate any business task into an agile and cost-effective operation.

Firstly, Blue Prism offers two different exams for developers.

BLUE PRISM DEVELOPER
First is Blue Prism Developer (Exam code: AD01) AD01 certification is for entry and associate level developers and can be given by anyone regardless of their technical background. A developer certification affirms that you have basic knowledge and are able to work in various Blue Prism platforms and environments. Candidates need to qualify the AD01 exam before starting your blue prism professional developer certification preparation.

BLUE PRISM PROFESSIONAL DEVELOPER
The other one is Blue Prism Professional Developer (Exam code: APD01). This is an advanced level exam in Blue Prism Accreditation program. So, according to the Blue Prism portal, a candidate must have passed the Blue Prism Developer exam (AD01) at least 6 months before appearing for the blue prism professional developer exam.

Benefits of certified Blue Prism Professional Developer AD01
Every sector requires professionals and this certification will help you get ahead of all the other aspiring developers.
Many surveys and reports indicate that a Blue Prism Certified Professional Developer is offered a higher pay in comparison to another employee.
this particular certification is not just to land on a perfect job profile, but also provide personal growth.
since technology is taking over and RPA is becoming the future, certified professionals will never run out of a job.
Blue Prism Professional Developer Certification is accepted all around the globe which gives the candidate an upper hand if they need to move across globally anywhere.
There are so many companies including IBM, Accenture, Deloitte etc. which use Blue Prism to automate their operation, giving you a wide range of companies to apply in.

Exam Overview for AD01
Blue Prism Certified Professional Developer is also known as APD01 exam. This Exam is apt for all the candidates who wish to persue their dream career as a Blue Prism Professional Developer. In order to achieve this certification, candidates need to first qualify the Blue Prism Developer Certification (AD01) Exam.

So, here is a list of skills in which candidates need to be well skilled-
First thing first, Prior knowledge of the broad range of Blue Prism knowledge, experience and skills.
Secondly, Candidate needs to be well skilled in advanced exception handling and work queues.
Next candidate should be proficient in Development best practice, browser automation, Java automation, credentials management and login Agent.
Last but not least, the candidate must be able to handle web services, mainframe automation and Surface Automation.

Exam details: Blue Prism Professional Developer– AD01
Before venturing on any exam journey, it’s always a good idea to be thorough with all the important exam details. In order to avoid any inconvenience, all information regarding the exam should be known beforehand. Therefore, we have provided all the necessary information you may need before applying for the Blue Prism Professional Developer Exam.

Not to mention, Blue Prism Professional Developer Certification (APD01) is the advanced level exam in Blue Prism Developer Hierarchy. The exam consists of 50 multiple choice questions that must be completed within 60 minutes. Moreover, the exam is conducted in only the English language. So, make sure you’re familiar with the language beforehand. Candidates need to score at least 70% to qualify the Blue Prism Professional Developer Exam. Lastly, the examination fee is 65 USD.

Prerequisites to know beforehand
Prerequisites become an important part to understand since every exam has different requirements. To clarify this for you, Blue Prism Professional Developer must have qualified Blue Prism Developer Certification (AD01) Exam. In case the candidate hasn’t qualified the AD01 exam, the candidate is exempted from taking the APD01 exam.

Likewise, Candidate must be able to create, design, develop, and implement the RPA systems. So, make sure, you’re thorough with all the skills before preparing for the exam.
Now that you have a great understanding of all the prerequisites, let’s head towards the course outline.

Blue Prism provides you with all the course outline. This list includes all the modules that need to be covered in the Blue Prism Professional Developer Exam.

So, here is a list of modules would be covered in the examination-
Surfacing automation of terminal emulators
Java Automation Guide
Browser Automation Guide
Developer’s Best Practices
Exception Handling
Using the Mainframe Spy tool
Working the Queues Guide
Mainframe Automation Guide

However, the Blue Prism Professional Developer Certification Preparation won’t be successful, unless you grasp the key concepts in various Blue Prism related data sheets and user guides to apply in the exam. Candidate can easily access these data sheets under the Documents section in the Blue Prism portal. Below, you can see the list of datasheets and user guides available in that section.

User Guide – Login Agent
User Guide – Web Services
Data Sheet – Credential Manager
Data Sheet – Secure Windows Authentication

These modules cover all the skills that will help you qualify the Blue Prism Professional Developer certification examination. In short, just prepare according to the above-mentioned modules and you’re good to go. The moment you are ready with your preparation, just schedule the exam.

How to schedule the exam?
The process to schedule the exam is really very easy. To schedule, you need to first register yourself on the blue prism portal. So, you need to follow the given steps in the process of scheduling the exam.

First, the candidate has to register in blue prism professional developer exam in Pearson VUE portal. (since Pearson VUE is the official exam partner for Blue Prism exams)
Next, the candidate needs to create a free account using your Blue Prism portal ID (the user name you choose when you register your Blue Prism account).
After the creation of the account, the exam list will be displayed where you can easily locate all the listing of the applicable Blue Prism exams. Now choose the link to APD01 and fill all tThe process to schedule the exam is really very easy. To schedule, you need to first register yourself on the blue prism portal. So, you need to follow the given steps in the process of scheduling the exam.
he necessary details here.

In the next page, the candidate can view all the available appointments of the exam. Select the date and time and confirm the location according to your convenience
Lastly, pay the exam fee and your exam will be scheduled immediately.

Now that your exam is scheduled. Check out the preparatory guide below to qualify the exam with flying colours.

QUESTION 1
How many Start Stages can a sub-page in a Process have?

A. 0
B. 1
C. 2
D. Any Number

Correct Answer: B

QUESTION 2
You identify an element in Application Modeller but when you highlight or use that element Blue Prism gives
you an error message saying that duplicate elements were found.
Which of the following statements is true?

A. It is common for duplicate elements to be found based upon the attributes that are ticked by default using the Blue Prism product. Time needs to be spent experimenting with the attribute ticks until a unique, reliable, and consistent selection of attributes is found.
B. It will not be possible to interface with the element in a unique way. You will need to use Surface Automation techniques for this element.
C. A code stage interface will need to be created and used for this application, this will give you more flexibility to interact with the application elements.
D. You will need to make the attributes you have selected dynamic. This will allow your flow to loop around, incrementing the attribute value until the correct element is found and used.

Correct Answer: D

QUESTION 3
Which of the following statements about Business Objects is true?

A. It is Blue Prism best practice to include business rules within Business Objects
B. A Business Object is configured in the Studio area of Blue Prism
C. A Business Object can be exposed to Control Room
D. Logging of individual stages is not configurable in Business Objects

Correct Answer: B

QUESTION 4
A Blue Prism solution works fine when developing and testing it in Process and Object studio but when it is run in Control Room exceptions occur because of screen elements not being found.
What is the most likely cause?

A. The most likely cause for the errors is that your application has changed.
B. The most likely cause for the errors seen in Control Room is that best practice use of wait stages has not been followed.
C. The most likely cause for the errors is that the Object Studio action has not been published and therefore cannot be used by the Process in control room.
D. The most likely cause for the exceptions is that best practice exception handling has not been incorporated into the Process.

Correct Answer: B

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