CIS-ITSM Certification Exam 3-2024
What is included in the Standard ITSM package? - answer Incident and Problem
Management, Change & Release Management, Asses & Cost Management, Request
Management, Walk-Up experience, Service Portfolio Management,
What additional apps are included in the ITSM professional? - answer Agent
Workspace, Virtual Agent, Predictive Intelligence, Performance Analytics, Continual
Improvement Management, Service Owner and Vendor Manager workspaces, Dynamic
translation
What additional apps are included in the ITSM Enterprise? - answer Process
Optimization, Workforce Optimization
Which applications are part of the Now Platform and can be used by customers across
any workflow - IT or employee or customer? – answer CMDB & CSDM, Benchmarks,
Now Mobile, Reports and Dashboards, Knowledge Management, Mobile Agent, Service
Level Management, Surveys and Assessments
What is a roadmap workshop - answer create actionable roadmap that guides transition
for the in-scope ServiceNow applications and answers the question Where would we
like to be, where do we start, and how do we get there?
what is a process workshop? - answerInclude high-level discussion about process best
practices, identification of existing processes and areas for improvement, a review of
how these processes are supported by the ServiceNow applications, as well as the
alignment of customer workflows to SNOW best practices
what is a technical workshop - answeroutline config options to control scalability,
maintainability, and performance. Tailored to customer objectives and cover
implementing and maintaining apps on the platform. Identify clear tech reqs for
implementation
what is a requirements workshop - answerprocess and technical workshops are
combined as requirement workshops. Include both process and technical aspects and
focus on aligning customer process with platform capabilities
what is the first step when implementing ServiceNow and how would you do that -
answerdeleting demo data & populating foundation data. You can use the HI portal to
request removal of demo data. Option is available under the 'Manage Instance' module
what is foundation data and where can it come from? - answerfoundation data includes,
companies, users, groups, roles, depts, locations, etc. Can be configured directly in
,SNOW, populated through integration with an LDAP-compliant director server or
business system, or imported from spreadsheets. ITSM guided setup can be used to
populate foundation data.
what are potential sources for Foundation data - answerActive directory, HR system,
Business Applications, legacy itsm apps, spreadsheets, manual entry
What is the configuration management database (CMDB)? - answercentrally managed
and controlled system of record for all ITS service infrastructure components and their
relationships. ALL ITSM applications use the CMDB as a critical analysis and decision-
making support tool
How does the CMDB aid the ITSM process? - answerprovides capability to associate
config items (CIs) to incident, problem, or change records. Identifying respective
support/approval groups. Identifying business criticality of affected Cis to aid in
prioritization and escalation. Identifying potential upstream/downstream impacts.
provides CI relationship data to use for release planning and for knowledge docs
What are the ways you can create config items (CIs) in the CMDB? - answerManual
creation via configuration application modules, service catalog fulfillment process,
import from an external source, integration with 3rd party systems, automated discovery
tools, creation triggered from asset management, creation via change management
process
What is the base class for CMDB - answerBase Configuration Item [CMDB], over 500
classes extend it, non-technical config items such as equipment extend directly from
base configuration item
CMDB classes inherit attributes from parent classes but can define new attributes at
their own level. for example, server includes attributes for host name. it inherits
attributes from Computer including CPU Type and OS version. it also inherits Hardware
and Configuration Item.
which table do technical configuration items extend from - answerConfiguration Item
[cmdb_ci]
where would you find the base classes for CMDB and what are they -
answerConfiguration>Base Items, include Servers, Computers, Workstations, Out-of-
Band Devices, Network Gear, Printers, Communication Devices, UPSs, Accessories,
Computer Peripherals, Software
what table stores CI relationship data and how would you navigate to it - answerCI
Relationship [cmdb_rel_ci], not a module so you would need to type cmdb_rel_ci.list in
filter nav
,how many transform maps would be required to import (business) services and
servers? - answer3- one for Service [cmdb_ci_service], one for Server
[cmdb_ci_server], and one for the relationship between each service & server
what are the common CI Relationship types? - answerConnected by::Connects to,
Contains::Contained by, Depends on::Used by, Hosted on::Hosts, Runs on::Runs, Used
by::Uses
what is important about the itil role in CMDB - answerby default a user with itil role has
the ability to delete a Configuration Item. users with security_admin can remove this
ability by modifying access control record for the delete operation on the cmdb_ci table
record
note: itil_admin must be combined with itil role to obtain access listed here. itil_admin
users must also have the personalize_dictionary role to create a new CI class
How is CMDB used in ITSM processes - answerIncident Management (infrastructure or
component broke in data center, what part of business is affected?), Change
Management (need to change something in data center, how will this affect our
business?), Request Management (I need new software on my computer), Problem
Management (identified a defect in our infrastructure, what business apps are affected?)
what is a Dynamic CI Group - answerdynamic grouping of Cis based on common
criteria such as location. Max number of Cis that can be contained in a dynamic group is
10,000
are sources from CMDB groups which can be populated automatically by queries or
manually, or a combo of both
how does a Dynamic CI group work - answerwhen you select the group on the ITSM
application record (incident, change, problem_ all the config items related to the
selected dynamic group will be populated in the affected Cis related list.
What is the Principal class and how is it used - answeronce a class is set as a principal
class, principal class filter is automatically applied to the configuration item field on the
change, incident, and problem records. Affected CI related list will have the principal
class filter available for use. Only CIs within a principal class can be selected on the
configuration item field.
note: forms that leverage this functionality can be customized with the
com.snc.task.principal_class_filter property
if no CI classes are marked as principal class, all CIs on all forms will be selectable on
the Configuration item field
what are some of the common CMDB pain points and how can it be addressed -
answerculture of untrusted data cause by: teams managing data outside of CMDB, bad
data being imported at first implementation, data not being maintained, groups across
business using CMDB without standardization, lack of data governance
, Leveraging Common Service Data Model in SNOW will provide common language
across various business domains, making CMDB easier to maintain and lead to culture
shift of trust and usage of CMDB as intended
what is the Common Service Data Model (CSDM) and what are key concepts -
answerCommon Service- standard and shared set of service-related definitions across
our products and platform that will enable and support true service level reporting.
Data Model-a CMDB framework across our products and platform that will enable and
support multiple configuration strategies
Key concepts: Service, product, portfolio, lifecycle, ownership, risk.
What is CSDM - answerA CMDB Framework that provides: standard terms and
definitions, best practice for CMDB data modeling and data management, CMDB core
tables, guidance on service modeling, recommended mappings, people and process-
NOT Technology
what is NOT CSDM - answerNOT a final solution, not a process or implementation
guide for ITSM, SPM, APM, EM or other products, NOT a set of reports, NOT code to
install, NOT an automatic fix for past implementations
What are SNOWs key principles for CSDM - answerSimplified Concepts to maintain a
focus on simplifying shared model as we iterate
Designed for reporting and analytics maintains one of our core needs to report
consistently across products
Prescriptive relationships maintains consistent model whereby we related the entities
leading to consistent reporting and analysis
Standard definitions of each element, to eliminate potential confusion and mis-use
Provide shared elements out of the box to promote using right table vs, needing to
create custom ones
promote internal cross-product adoption and use of the model as well as across our
customer base
Data governance is a key requirement to trust the data in order to leverage it for
reporting
product use document ensures we understand how the model is created and used by
each product so the value and impacts across products is understood
What are the 4 domains for CSDM - answerDesign--planning and investment of Digital
products and Services, high level concepts that reference operational items. Includes
Business Applications, Business Capabilities, and Information Objects
Manage (of the Technical)--deployed instances of Digital product applications and
physical infrastructure. Where the classic CMDB items live and where technical services
are defined for support purposes. Includes Technical Services, Technical Service
Offerings and Application Services. a logical representation of deployed business
applications, including Configuration Items that make up the services.
What is included in the Standard ITSM package? - answer Incident and Problem
Management, Change & Release Management, Asses & Cost Management, Request
Management, Walk-Up experience, Service Portfolio Management,
What additional apps are included in the ITSM professional? - answer Agent
Workspace, Virtual Agent, Predictive Intelligence, Performance Analytics, Continual
Improvement Management, Service Owner and Vendor Manager workspaces, Dynamic
translation
What additional apps are included in the ITSM Enterprise? - answer Process
Optimization, Workforce Optimization
Which applications are part of the Now Platform and can be used by customers across
any workflow - IT or employee or customer? – answer CMDB & CSDM, Benchmarks,
Now Mobile, Reports and Dashboards, Knowledge Management, Mobile Agent, Service
Level Management, Surveys and Assessments
What is a roadmap workshop - answer create actionable roadmap that guides transition
for the in-scope ServiceNow applications and answers the question Where would we
like to be, where do we start, and how do we get there?
what is a process workshop? - answerInclude high-level discussion about process best
practices, identification of existing processes and areas for improvement, a review of
how these processes are supported by the ServiceNow applications, as well as the
alignment of customer workflows to SNOW best practices
what is a technical workshop - answeroutline config options to control scalability,
maintainability, and performance. Tailored to customer objectives and cover
implementing and maintaining apps on the platform. Identify clear tech reqs for
implementation
what is a requirements workshop - answerprocess and technical workshops are
combined as requirement workshops. Include both process and technical aspects and
focus on aligning customer process with platform capabilities
what is the first step when implementing ServiceNow and how would you do that -
answerdeleting demo data & populating foundation data. You can use the HI portal to
request removal of demo data. Option is available under the 'Manage Instance' module
what is foundation data and where can it come from? - answerfoundation data includes,
companies, users, groups, roles, depts, locations, etc. Can be configured directly in
,SNOW, populated through integration with an LDAP-compliant director server or
business system, or imported from spreadsheets. ITSM guided setup can be used to
populate foundation data.
what are potential sources for Foundation data - answerActive directory, HR system,
Business Applications, legacy itsm apps, spreadsheets, manual entry
What is the configuration management database (CMDB)? - answercentrally managed
and controlled system of record for all ITS service infrastructure components and their
relationships. ALL ITSM applications use the CMDB as a critical analysis and decision-
making support tool
How does the CMDB aid the ITSM process? - answerprovides capability to associate
config items (CIs) to incident, problem, or change records. Identifying respective
support/approval groups. Identifying business criticality of affected Cis to aid in
prioritization and escalation. Identifying potential upstream/downstream impacts.
provides CI relationship data to use for release planning and for knowledge docs
What are the ways you can create config items (CIs) in the CMDB? - answerManual
creation via configuration application modules, service catalog fulfillment process,
import from an external source, integration with 3rd party systems, automated discovery
tools, creation triggered from asset management, creation via change management
process
What is the base class for CMDB - answerBase Configuration Item [CMDB], over 500
classes extend it, non-technical config items such as equipment extend directly from
base configuration item
CMDB classes inherit attributes from parent classes but can define new attributes at
their own level. for example, server includes attributes for host name. it inherits
attributes from Computer including CPU Type and OS version. it also inherits Hardware
and Configuration Item.
which table do technical configuration items extend from - answerConfiguration Item
[cmdb_ci]
where would you find the base classes for CMDB and what are they -
answerConfiguration>Base Items, include Servers, Computers, Workstations, Out-of-
Band Devices, Network Gear, Printers, Communication Devices, UPSs, Accessories,
Computer Peripherals, Software
what table stores CI relationship data and how would you navigate to it - answerCI
Relationship [cmdb_rel_ci], not a module so you would need to type cmdb_rel_ci.list in
filter nav
,how many transform maps would be required to import (business) services and
servers? - answer3- one for Service [cmdb_ci_service], one for Server
[cmdb_ci_server], and one for the relationship between each service & server
what are the common CI Relationship types? - answerConnected by::Connects to,
Contains::Contained by, Depends on::Used by, Hosted on::Hosts, Runs on::Runs, Used
by::Uses
what is important about the itil role in CMDB - answerby default a user with itil role has
the ability to delete a Configuration Item. users with security_admin can remove this
ability by modifying access control record for the delete operation on the cmdb_ci table
record
note: itil_admin must be combined with itil role to obtain access listed here. itil_admin
users must also have the personalize_dictionary role to create a new CI class
How is CMDB used in ITSM processes - answerIncident Management (infrastructure or
component broke in data center, what part of business is affected?), Change
Management (need to change something in data center, how will this affect our
business?), Request Management (I need new software on my computer), Problem
Management (identified a defect in our infrastructure, what business apps are affected?)
what is a Dynamic CI Group - answerdynamic grouping of Cis based on common
criteria such as location. Max number of Cis that can be contained in a dynamic group is
10,000
are sources from CMDB groups which can be populated automatically by queries or
manually, or a combo of both
how does a Dynamic CI group work - answerwhen you select the group on the ITSM
application record (incident, change, problem_ all the config items related to the
selected dynamic group will be populated in the affected Cis related list.
What is the Principal class and how is it used - answeronce a class is set as a principal
class, principal class filter is automatically applied to the configuration item field on the
change, incident, and problem records. Affected CI related list will have the principal
class filter available for use. Only CIs within a principal class can be selected on the
configuration item field.
note: forms that leverage this functionality can be customized with the
com.snc.task.principal_class_filter property
if no CI classes are marked as principal class, all CIs on all forms will be selectable on
the Configuration item field
what are some of the common CMDB pain points and how can it be addressed -
answerculture of untrusted data cause by: teams managing data outside of CMDB, bad
data being imported at first implementation, data not being maintained, groups across
business using CMDB without standardization, lack of data governance
, Leveraging Common Service Data Model in SNOW will provide common language
across various business domains, making CMDB easier to maintain and lead to culture
shift of trust and usage of CMDB as intended
what is the Common Service Data Model (CSDM) and what are key concepts -
answerCommon Service- standard and shared set of service-related definitions across
our products and platform that will enable and support true service level reporting.
Data Model-a CMDB framework across our products and platform that will enable and
support multiple configuration strategies
Key concepts: Service, product, portfolio, lifecycle, ownership, risk.
What is CSDM - answerA CMDB Framework that provides: standard terms and
definitions, best practice for CMDB data modeling and data management, CMDB core
tables, guidance on service modeling, recommended mappings, people and process-
NOT Technology
what is NOT CSDM - answerNOT a final solution, not a process or implementation
guide for ITSM, SPM, APM, EM or other products, NOT a set of reports, NOT code to
install, NOT an automatic fix for past implementations
What are SNOWs key principles for CSDM - answerSimplified Concepts to maintain a
focus on simplifying shared model as we iterate
Designed for reporting and analytics maintains one of our core needs to report
consistently across products
Prescriptive relationships maintains consistent model whereby we related the entities
leading to consistent reporting and analysis
Standard definitions of each element, to eliminate potential confusion and mis-use
Provide shared elements out of the box to promote using right table vs, needing to
create custom ones
promote internal cross-product adoption and use of the model as well as across our
customer base
Data governance is a key requirement to trust the data in order to leverage it for
reporting
product use document ensures we understand how the model is created and used by
each product so the value and impacts across products is understood
What are the 4 domains for CSDM - answerDesign--planning and investment of Digital
products and Services, high level concepts that reference operational items. Includes
Business Applications, Business Capabilities, and Information Objects
Manage (of the Technical)--deployed instances of Digital product applications and
physical infrastructure. Where the classic CMDB items live and where technical services
are defined for support purposes. Includes Technical Services, Technical Service
Offerings and Application Services. a logical representation of deployed business
applications, including Configuration Items that make up the services.
