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Introduction The ServiceNow Certified Implementation Specialist - Vulnerability Response
Exam Specification defines the purpose, audience, testing options, exam content
coverage, test framework, and prerequisites to become Certified Implementation
Specialist - Vulnerability Response certified.
Exam Purpose The Certified Implementation Specialist - Vulnerability Response exam
certifies that a successful candidate has the skills and essential knowledge to
contribute to the configuration, implementation, and maintenance of a ServiceNow
Vulnerability Response Implementation.
Exam Audience The Certified Implementation Specialist - Vulnerability Response exam is
available to ServiceNow partners, employees, and others interested in becoming a
ServiceNow Certified Implementation Specialist - Vulnerability Response.
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 -
Vulnerability Response exam. Information provided in the following ServiceNow
training course(s) contain source material for the exam.
• ServiceNow Security Operations (SecOps) Fundamentals
• Vulnerability Response (VR) Implementation - Upon completion, the candidate
will be issued a nontransferable voucher code to register for the Certified
Implementation Specialist - Vulnerability Response exam.
Recommended Knowledge & Education
ServiceNow recommends completion of the following Training Course(s) and
Certification(s) in preparation for the exam. • ServiceNow Fundamentals (ILT)
• ServiceNow Implementation Methodology (SIM) Fundamentals (eLearning)
• ServiceNow Platform Implementation (ILT)
• CIS-Vulnerability Response Certification Test Prep
• Automated Test Framework (ATF) Fundamentals (OnDemand)
• Flow Designer Fundamentals
• IntegrationHub Fundamentals
• Mobile Development Fundamentals
• Service Portal Fundamentals
|Additional Resources In addition to the above, the candidate may find the following additional
resources valuable in preparation for the exam.
• Orlando Vulnerability Response Documentation
• ServiceNow Security Operations Now Community Forums
• Glossary of Terms for Security Operations with Wikipedia Links
Additional Recommended Experience • Three (3) to six (6) months field experience participating in a ServiceNow
Security Incident response deployment project or maintaining the SIR application
suite in a ServiceNow instance.
• 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 1 Vulnerability Response Applications
and Modules
• About ServiceNow Security Operations
• Introducing Vulnerability Response
• Vulnerability
Getting Data Into Vulnerability Response • Definition of Vulnerabilities and Vulnerable Items
• Integrating with Vulnerability Scanners and Other Data Sources
• Scanner Integration and CMDB Reconciliation
3 Tools to Manage Vulnerability Response • Group Vulnerabilities for Easier Management
• Tasking for Vulnerability Remediation
• Exploit Enrichment 25%
4 Automating Vulnerability Response • Handling Vulnerability Exceptions
• Using Workflows for Process Automation
5 Vulnerability Response Data Visualization
• Data Visualization Overview: Dashboards and Reporting
• Performance Analytics
Exam Registration Each candidate must register for the exam via the ServiceNow Webassessor
website using a voucher obtained by completing the training prerequisite. The
exam is available directly through the Webassessor site as a non-proctored,
60-minute exam.
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 (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 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.
QUESTION 1
Select the three components of a Filter Condition: (Choose three.)
A. Field
B. Sum
C. Operator
D. Value
Answer: A,C,D
QUESTION 2 SLAs are used to ensure VUL are processed in a timely matter. Which field is
used to determine the expected timeframe for remediating a VIT?
A. Updated
B. Remediation status
C. Remediation target
D. Closed
Answer: C
QUESTION 3 What is the minimum role required to create and change Service Level
Agreements for Vulnerability Response groups?
A. sla_manager
B. admin
C. sn_vul.vulnerability_write
D. sn_vul.admin
Answer: D
QUESTION 4 Changes made within a named Update Set in a different application scope:
A. Will be captured
B. Will throw errors
C. Will not be captured
D. Will be partially captured
Answer: A
QUESTION 5 ServiceNow Vulnerability Response tables typically start with which prefix?
Introduction The ServiceNow Certified Implementation Specialist – Software Asset
Management Professional (SAM) Exam Specification defines the purpose, audience,
testing options, exam content coverage, test framework, and prerequisites to
become a ServiceNow SAM Implementation Specialist.
Exam Purpose The ServiceNow Certified Implementation Specialist – Software Asset
Management (SAM) Professional exam certifies that a successful candidate has the
skills and essential knowledge to contribute to the configuration,
implementation, and maintenance of the ServiceNow SAM Professional application.
Exam Audience The ServiceNow Certified Implementation Specialist – Software Asset
Management (SAM) Professional exam is available to ServiceNow customers,
partners, sales engineers, employees, and others interested in becoming a
ServiceNow SAM 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 – Software
Asset Management Professional exam. Information provided in the following
ServiceNow training course(s) contain source material for the exam.
• Software Asset Management Professional Fundamentals - *Upon completion, the
candidate will be eligible to collect a voucher for the Certified Implementation
Specialist – Software Asset Management
Professional exam. Recommended Knowledge & Education
ServiceNow recommends completion of the following training course(s) and
certification(s) in preparation for the exam.
• ServiceNow Fundamentals
• ServiceNow Platform Implementation
• ServiceNow Platform Subscription Model (On-demand)
• ServiceNow Implementation Methodology (SIM) Fundamentals (On-demand)
• Scripting in ServiceNow Fundamentals
• System Administration Advanced
• Discovery Fundamentals
• Software Asset Management (SAM) Getting Started (On-demand)
• Entitlement Import Basics for Software Asset Management (SAM) (On-demand)
• Discovery Basics for Software Asset Management (SAM) (On-demand)
• Software Asset Management (SAM) Reconciliation Troubleshooting (On-demand)
• SAM: Integration with SCCM for Reclamation and Distribution (On-demand)
• SAM Certification Test Prep (On-demand)
Additional Recommended Experience
• Six (6) months field experience participating in ServiceNow deployment
projects or maintaining ServiceNow instances
• Participation in at least two ServiceNow deployment projects
• General familiarity with industry concepts, 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 1 Software Asset Core Overview &
Fundamentals
• Software Asset Management Basics
• Process Architecture
• Application Introduction and Data Integrity – Attributes and Sources for the
Data
• Importing Data
• Software Discovery and Normalization
• Content Service
Operational Integration of Software Processes • Contract and Change Management
• Service Catalog and Procurement
• Software Remediation
Exam Registration Each candidate must register for the exam via the ServiceNow Webassessor
website using a voucher obtained by completing the Software Asset Management
Professional Fundamentals training prerequisite.
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 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 that 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.
QUESTION 1 A new Windows operating system machine blueprint is created and is ready to
be added to a new service catalog.
Which step must be performed for the catalog item to be visible to business
users?
A. Entitle the blueprint with all appropriate actions.
B. Publish the blueprint.
C. Entitle a business user to add the blueprint to the catalog.
D. Add the catalog item to the business group’s reservation.
Correct Answer: B
QUESTION 2 A vRealize Orchestrator administrator is tasked with creating a workflow
that processes sensitive information
that is subject to auditing. All workflow messages must be stored in the
vRealize Orchestrator database.
How can the administrator ensure that all log messages generated by the workflow
are stored in the database?
A. Configure a DEBUG level for the vRealize Orchestrator server.
B. Use System.log() when printing out messages.
C. Configure SQL plugin to write to the database directly.
D. Use Server.log() when printing out messages.
Correct Answer: A
QUESTION 3 A system administrator created a tenant with URL name “fin” for the finance
team. The fully qualified domain name (FQDN) of the appliance is
vra.rainpole.local.
What is the correct URL to log in to the finance tenant?
A. https://vra.rainpole.local/vcac/org/fin
B. https://vra.rainpole.local/org/finance
C. https://vra.rainpole.local/org/fin
D. https://vra.rainpole.local/vcac/org/finance
Correct Answer: A
QUESTION 4 What can be used in custom forms to prevent a user from entering too large a
value (such as too much memory for a virtual machine)?
A. Constraints for a field
B. Regular expression for a field
C. Quotas for a field
D. Limitations for a field
Regardless of your career stage, the Certified Associate in Project
Management (CAPM)® is an asset that will distinguish you in the job market and
enhance your credibility and effectiveness working on — or with — project teams.
Organizations with standardized practices attain better results, as shown in our
2015 Pulse of the Profession® report. Because the CAPM® recognizes your
knowledge of the profession’s preeminent global standard, you’ll stand out to
employers and be poised to move ahead.
Project management is a rapidly growing profession. Through 2020, 1.57 million
new jobs will be created each year and qualified practitioners are in demand.
With the CAPM, you’ll be on the fast track to opportunity.
Student Bundle Students can submit one application form to join PMI as a student member and
take the CAPM exam at the member discount rate.
Learn more about becoming a student member.
Who Should Apply? If you’d like to manage larger projects and gain more responsibility or add
project management skills into your current role, then the Certified Associate
in Project Management (CAPM) is right for you.
Gain and Maintain Your CAPM
The certification exam has 150 questions, and you have three hours to complete
it.
To maintain your CAPM, you must retake the exam every five years.
Prerequisites Secondary degree (high school diploma, associate’s degree or the global
equivalent)
23 hours of project management education completed by the time you sit for the
exam. Our Project Management Basics online course fulfills this educational
prerequisite.
QUESTION 1 Which document defines how a project is executed, monitored and controlled,
and closed?
A. Strategic plan
B. Project charter
C. Project management plan
D. Service level agreement
Correct Answer: C
QUESTION 2 Which changes occur in risk and uncertainty as well as the cost of changes
as the life cycle of a typical project progresses?
A. Risk and uncertainty increase; the cost of changes increases.
B. Risk and uncertainty increase; the cost of changes decreases.
C. Risk and uncertainty decrease; the cost of changes increases.
D. Risk and uncertainty decrease; the cost of changes decreases.
Correct Answer: C
QUESTION 3 Which tool or technique is used in the Plan Scope Management process?
A. Document analysis
B. Observations
C. Product analysis
D. Expert judgment
Correct Answer: D
QUESTION 4 Which tool or technique is an examination of industry and specific vendor
capabilities?
A. Independent estimates
B. Market research
C. Analytical techniques
D. Bidder conferences
Correct Answer: B
Section: Volume A
QUESTION 5 An input used in developing the communications management plan is:
A. Communication models.
B. Enterprise environmental factors.
C. Organizational communications.
D. Organizational cultures and styles.
Correct Answer: B
QUESTION 6 Regression analysis, failure mode and effect analysis (FMEA), fault tree
analysis (FTA), and trend analysis are examples of which tool or technique?
A. Expert judgment
B. Forecasting methods
C. Earned value management
D. Analytical techniques
Correct Answer: D
QUESTION 7 The Perform Quality Assurance process occurs in which Process Group?
A. Executing
B. Monitoring and Controlling
C. Initiating
D. Planning
Correct Answer: A
QUESTION 8 Enterprise environmental factors are an input to which process?
A. Control Scope
B. Define Scope
C. Plan Scope Management
D. Collect Requirements
Correct Answer: C
QUESTION 9 Which process develops options and actions to enhance opportunities and
reduce threats to project objectives?
A. Identify Risks
B. Control Risks
C. Plan Risk Management
D. Plan Risk Responses
Correct Answer: D
QUESTION 10 The process of establishing the policies, procedures, and documentation for
planning, developing, managing, executing, and controlling the project schedule
is known as:
A. Plan Schedule Management.
B. Develop Project Charter.
C. Develop Schedule.
D. Plan Scope Management.
Exam Title: Oracle Planning 2020 Implementation Essentials
Exam Number: 1Z0-1080-20
Exam Price: Rs.22,584 More on exam pricing
Format: Multiple Choice
Duration: 85 Minutes
Number of Questions: 60
Passing Score: 66%
Validated Against: Exam has been validated against Oracle Planning 20.03
Review Exam Topics
Planning Overview Describe Planning and requirements
Set up and configure security
Set up Planning
Manage Metadata and Data Identify metadata and data load options
Import and export metadata into Planning
Import and export data into Planning
Set up and run data maps
Migrate artifacts
Manage Forms, Dashboards, Infolets, and Navigation Flows Design forms, dashboards, and infolets
Build validation rules
Create and manage navigation flows
Report on Planning Data Create financial reports
Configure Financials Describe the configuration process for Financials
Enable and configure Financials
Perform post configuration tasks
Leverage best practices for Financials
Integrate Projects with Financials
Integrate Workforce with Financials
Integrate Capital with Financials
Configure Capital
Describe the configuration process for Capital
Enable and configure Capital
Run rules to add assets
Leverage best practices for Capital
Integrate Projects with Capital
Introduction to Strategic Modeling Describe Strategic Modeling
Set up models
Run simulations
Maintain Planning Monitor Planning maintenance and upgrades
Schedule jobs
Manage Planning with EPM Automate
Manage Dimensions
Identify required and user-defined dimensions
Explain how the set up of dimension hierarchies impact Planning
Set up valid intersections
Provision Users and Groups and Setting Artifact Permissions Provision users and groups
Assign access permissions to artifacts in Planning
Manage Rules Design business rules and rulesets
Describe Groovy Rules
Introduction to Planning Modules
Describe Planning modules
Integrate financial statements and create custom cubes
Configure Workforce Describe the configuration process for Workforce
Enable and configure Workforce
Set up assumptions and defaults
Run rules to process Workforce data
Load and calculate incremental workforce data
Leverage best practices for Workforce
Integrate Projects with Workforce
Configure Projects Describe the configuration process for Projects
Enable and configure Projects
Leverage best practices for Projects
Integrate Workforce/Capital with Projects
Introduction to Data Integration
Describe the tasks in the Data Integration wizard
Create data integrations
Run data integrations
QUESTION 1 Which three security design principles can help reduce overall security
maintenance and troubleshooting, while still balancing security control? (Choose
three.)
A. Creating groups over assigning individual access permissions to users
B. Configuring single sign-on (SSO)
C. Assigning a higher level role than necessary, then scaling back access
permissions
D. Using inherited permissions
E. Assigning global read access to each cube, then fine-tuning none and write
access within dimensional security
Correct Answer: ACD
QUESTION 2 In Projects, which three types of revenue and expense assumptions drive data
calculations? (Choose three.)
A. Project rates
B. Standard rates
C. Discount rates
D. Program mappings
E. Plan start year
F. Working days and hours
Correct Answer: ADF
QUESTION 3 In order to be able to configure Additional Earnings in the Benefits
and Taxes wizard, into which dimension doyou have to import members? Choose the
best answer.
Citrix Education is pleased to announce the availability of the next
generation Citrix Certified Expert – Virtualization (CCE – V) certification
based on Citrix Virtual Apps and Desktops 7. Be among the first to take and pass
the NEW 1Y0-403 Citrix Virtual Apps and Desktops 7 Assessment, Design and
Advanced Configurations exam.
With the release of the 1Y0-403 exam, we’re also announcing the discontinuation
of the English version of the 1Y0-402 Citrix XenApp and XenDesktop 7.15
Assessment, Design and Advanced Configurations exam effective June 30, 2020.
What does this mean for you?
Individuals pursuing the Citrix Certified Expert – Virtualization (CCE – V)
certification will have the option of selecting one of two exams to validate
their knowledge, skills and experience until June 30, 2020.
Option 1: Attain the Citrix Certified Professional – Virtualization (CCP – V)
certification
Prepare with the recommended training: CWS-415 Citrix Virtual Apps and Desktops
7 Assessment, Design and Advanced Configuration
Review the associated 1Y0-403 exam prep guide
Pass exam 1Y0-403 Citrix Virtual Apps and Desktops 7 Assessment, Design and
Advanced Configurations.
Option 2: Attain the Citrix Certified Professional – Virtualization (CCP – V)
certification
Prepare with the recommended training: CWS-415 Citrix Virtual Apps and Desktops
7 Assessment, Design and Advanced Configuration
Review the associated 1Y0-402 exam prep guide
Pass exam 1Y0-402 Citrix XenApp and XenDesktop 7.15 Assessment, Design and
Advanced Configurations.
Effective June 30, 2020, with the discontinuation of the English version of the
1Y0-402 exam, Option 1 will be the only valid path to attain the CCE – V
certification.
For individuals who already hold the CCE – V certification, you can update your
certification and stay current by taking and passing only one exam — 1Y0-403 —
or by attending the instructor-led training course CWS-415 Citrix Virtual Apps
and Desktops 7 Assessment, Design and Advanced Configuration. Please note that
the discontinuation of the 1Y0-402 exam will have no effect on your current CCE
– V certification status. Your CCE – V certification will remain valid for three
years from the date attained.
QUESTION 1 Scenario: Currently, the user interface for a Citrix Apps and Desktops
environment is presented in English,
but a planned on-premises expansion in Poland will support 100 new users with a
requirement to use all Polish interfaces.
Two constraints were identified by a Citrix Architect:
Network bandwidth is low and unstable.
Network latency is higher than 300 ms to the existing Site.
How should the architect deploy Citrix Virtual Apps and Desktops for these
users?
A. Install a StoreFront server in Poland.
B. Implement Citrix Cloud Gateway in Europe.
C. Add a Satellite Zone to the existing Site.
D. Create a new Site in Poland.
Correct Answer: A
QUESTION 2 Scenario: A planning document for deploying a new Citrix Virtual Apps and
Desktops Site specifies that it will
be created with 1 Site and different zones ini each of 3 regions. The IT team
expects that each zone will host
825 concurrent user sessions, with no more than 28 concurrent session launches.
What is the minimum acceptable Site-to-Site bandwidth required between the
Primary Zone and a Satellite Zone?
A. 1 Kbps
B. 200 Mbps
C. 2 Mbps
D. 8 Gbps
Correct Answer: C
QUESTION 3 Scenario: A Citrix Architect designed an active-passive Citrix Virtual Apps
and Desktops environment, where
the passive data center serves as the disaster recovery (DR) data center for all
users. Twelve items have been configured:
Citrix ADC Global Server Load Balancing (GSLB) to provide single URL direction
to the active data center.
GSLB has health monitors configured for the load balanced servers.
Citrix Gateways are on both data centers.
Citrix ADC load balancing occurs for StoreFront and Delivery Controller XML
services.
A single Citrix Virtual Apps and Desktops Site exists.
Four Delivery Controllers are members of the Site.
Two Delivery Controllers are members of the Primary Zone in the active data
center.
Two Delivery Controllers are members of the Satellite Zone in the passive data
center.
SQL is deployed in the active data center.
Local Host Cache is enabled.
Two StoreFront servers are deployed in each data center aggregating resources
from the Delivery
Controllers in the respective data center.
Virtual Delivery Agent (VDA) machines are deployed in both data centers and
configured to register with
Delivery Controllers in their zone.
What would happen if the Delivery Controllers in the primary data center were
turned off?
A. VDA machines from the primary data center would register with the Delivery
Controllers in the passive data center.
B. StoreFront in the primary data center would still be able to launch sessions.
C. GSLB will start redirecting connections to the secondary data center.
D. GSLB will NOT identify that the Delivery Controllers are down and sessions
CANNOT launch.
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
• SIM Fundamentals
• ServiceNow Platform Implementation
• 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 recommends completion of the following Training Course(s) and
Certification(s) in preparation for the exam.
• Implementer Learning Path
• 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.
1 Engagement Methodology and Project Planning • Project Phases
• Working with Clients
• Team Responsibilities
2 Customer Service Management System Setup and Configuration • Overview of CSM Application
• CSM in ServiceNow
• CSM Setup
3 Customer Service Management Integration • Integration Capabilities
• Integration with 3rd Party Systems
• Migration of Historical Case Records
4 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. The voucher code obtained from the
prerequisite training path is 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.
QUESTION 1 Agents and managers cannot create knowledge articles from Community
questions.
A. True
B. False
Correct Answer: B
QUESTION 2 Information about a customer’s service contract is found in Knowledge.
A. False
B. True
Correct Answer: A
QUESTION 3 From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
Correct Answer: ABC
QUESTION 4 What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
Correct Answer: AD
QUESTION 5 Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
Number of questions: 63
Number of questions to pass: 38
Time allowed: 90 mins
Status: Live
This exam is intended for IBM Spectrum Virtualize V8.3.1 administrators who are
familiar with the product features and capabilities. The administrator can plan
an installation, perform the installation, upgrade or expand an existing system,
manage daily operations, and monitor performance and system operation.
IBM Spectrum Virtualize V8.3.1 Administrator 100%
Section 1: Planning 1.1 Determine the customer’s environment for Spectrum Virtualize.
1.2 Verify limitations and restrictions
1.3 Perform performance modeling using Storage Modeller (StorM)
1.4 Determine type of storage system connectivity being externally virtualized
1.5 Evaluate data reduction use and capabilities within an organization’s
storage infrastructure.
1.6 Describe IBM Spectrum Virtualize clustering capabilities.
1.7 Configure storage for IBM Power iSeries
1.8 Verify the pre-sale and pre-install checklist (Impact) Technical Delivery
Assessment (TDA)
Section 2: Implementation 2.1 Perform basic configuration and setup.
2.2 Configure Network Port ID Virtualization (NPIV)
2.3 Ensure an organization’s security requirements will be satisfied by
encryption enablement.
2.4 Externally virtualize storage
2.5 Administer storage pools.
2.6 Administer arrays
2.7 Enable/disable Volume protection mode-by pool
2.8 Administer volumes
2.9 Set up host.
Section 3: Manage and Use IBM Spectrum Virtualize 3.1 Enable Quality of Service (QOS) capabilities.
3.2 Administer the multi-tenancy function
3.3 Enable and monitor Easy Tier
3.4 Integrate with VMware
3.5 Migrate volumes
3.6 Perform code upgrades
3.7 Describe process for node replacement
3.8 Perform Storage management and performance monitoring (Virtual Storage
Center)
3.9 Describe the process for implementing IBM Spectrum Virtualize for Public
Cloud.
Section 4: Copy Services: FlashCopy 4.1 Describe use cases for snapshots, clones, backups including consistency
groups
4.2 Manage snapshots, clones, backups, and consistency groups
4.3 Describe Transparent Cloud Tiering - encryption and compression
Section 5: Copy Services-Replication 5.1 Determine high availability options including stretched cluster,
Hyperswap, spare node
5.2 Calculate bandwidth requirements for replication
5.3 Determine replication connectivity - ip, FCIP, Fibre Channel, compression
5.4 Describe copy services methods and capabilities available for replication
and availability solution options.
5.5 Manage metro-mirror, global mirror, global mirror with change volume
including consistency groups; Sync rates
5.6 Implement disaster recovery to public cloud (IBM Spectrum Virtualize for
Public Cloud)
