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ServiceNow IT Service Management (ITSM) Quebec Delta Tests

Practice for ServiceNow CIS IT Service Management Delta exam with detailed answer explanations, screenshots & hyperlinks
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Gain the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of the ServiceNow ITSM applications
Learn the new, updated and changed features and functionality with the introduction of the Quebec release
Get familiar with the exam format and structure, and practice your knowledge in a similar simulated exam environment
Keep your ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) credentials current and active

Exam Purpose and Audience

ServiceNow certified individuals are required to make sure they stay current with the latest and greatest features and functionality in a timely manner.

The ServiceNow CIS-ITSM Quebec Delta exam certifies that a participant has successfully understood the new features offered in the latest ServiceNow Release, and how these interact with existing functionality. The ServiceNow CIS-ITSM Delta exam is only available to currently certified individuals within 15 days after the Quebec release's general availability date.

Participants in the program will then have 90 days from the Delta exam release to successfully pass it to keep their credential current and active. If you fail to pass this Delta exam in 90 days, your certification will expire.

Exam Scope

  1. Incident Management

  2. Problem Management

  3. Change and Release Management

  4. Knowledge Management

  5. Request Fulfillment

  6. Configuration Management Database

It is recommended to know the following for each ITSM application:

Baseline Application Functionality

  • Basic and advanced features in baseline installation of the current release

  • Functionality and features added or changed in the current release

  • State model and default process flow

  • Basic and advanced operations performed by users and the system

Architecture and Security

  • Key tables used in the application

  • Relationships among application tables

  • Roles and default Access Controls

  • Primary application components (Script Includes, Business Rules, etc.)

  • Integration capabilities

Business Cases / Use Cases

  • Value proposition

  • Key Performance Indicators and Benchmarks

  • Selection of appropriate features and functions to meet business requirements

Proven Practices for Implementation

  • Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability

  • Implementation solutions that work in conjunction with baseline application functionality

Exam Preparation

ServiceNow CIS-ITSM Delta exam is a non-proctored, timed exam consisting of approximately (9) questions. The Delta exam is designed to test on the specific topic area of the certification in three main areas:

   • New features and functionality

   • Updated or changed features and functionality

   • Deprecated features

Once the exam starts, you will have 60 minutes to complete it.

Source Materials

Delta exam questions are based on the Quebec Release Notes and product documentation that describe the updates to this release's products and features.

Question Formats and Responses

   • Multiple Choice (single answer):

For each multiple-choice question on the exam, there are four possible responses. You should review the response options and select 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. You should review the response options and select all responses that accurately answer the question. The question will state how many responses should be selected.

ServiceNow IT Service Management (ITSM) Quebec Delta Tests
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