CIS - ITSM Certification

[Arnab22]

Hi,

I am new to ServiceNow 8 Months Experience and attended the ITSM Implementation Training in Knowledge 19. I am planning to take the exam and wanted learn more about the Kryterion Webassessor. I haven't used this service before. Is this similar to Prometric? Also what is the passing score on the Exam. Also can you share your experience.

Thanks,

Arnab

[Allen Andreas]

Some of these questions could have been asked during the $2400 course you took, especially since you were at Knowledge 19, right? With everyone....lots of people there to help answer those questions...not that forums is a bad place, but you were like...in the prime setting to ask away all that stuff.

As far as prometric...can you elaborate on what YOU mean by that? Because if you mean, they make you empty your pockets and all that and lock away your valuable and do due diligence, then yes...it's like prometric. If you have questions about how to take the exam online via webcam, then they have a very easy video to watch that goes over the entire thing.

There is no set passing score, we don't know what it is nor the percentage. There's rumor is 65% some say 70%. It's roughly 65 questions. You'll be told right after taking it if you pass or fail.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[April Jones · Accepted solution]

Hi Arnab,

You can go to https://www.webassessor.com/wa.do?page=publicHome&branding=SERVICE_NOW to sign up to take the exam. You will be given 2 options: take the exam at an onsite proctor center or take the exam remotely. To take the exam remotely you will need an external camera that can show you, your desk, and what is on your screen, your internal camera on your computer will not work. It is a closed book exam and you need to show that you have nothing on your desk or an alternate screen. If you took the class at K19 then the voucher for the exam can be found in the front inside cover of the book. There is no official answer to the question of what percentage you need to get in order to pass the exam. I have heard between 72-78%, but again can not say for sure. You have one year from the first day of your class (which would have been May 5th, if you took it at precon) to sit for the exam with the voucher you have. If somehow you have lost the book (or its cover) or for anyone reading this who took the class virtually and can not find the voucher that was emailed to you, send an email to training@servicenow.com with the (approx) date and location (timezone) of when you took the class and they can verify your attendance and resend you the voucher information.

What the exam covers - you can find the official answer by looking at the exam blueprint which you can find @ https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-itsm-blueprint.pdf. Technically there is no official additional study guides or material to point you to, I'll let others make suggests regarding unofficial sources. Once you pass your exam, as new versions are released you will be required to take a delta exam on the new version which will be free and open book based on the Release Notes for the product you are testing for. Everything you want to know about the general Certification and Recertification process can be found at https://www.servicenow.com/content/dam/servicenow/other-documents/training/tp-certification-guide.pd.... 

Since the New York Release is coming soon, be aware that from September 4^th, 2019 to September 18^th, 2019, there will be a Product Certification Exam blackout window, which provides the ServiceNow Certification Team time to update the Certification Content for the New York Release. You will not be able to sit for any exams during that time frame. So if you are able to schedule before September 4th, you will take the exam on Madrid which is the version your class was in. If you plan to schedule after September 18th, you will sit for the New York version of the exam (unless you wait until Q1-2, 2020) which means you should review everything in your Fundamentals and Implementation books, as well as, the New York Release notes, for the product that you will be testing on since questions will include new functionality. (We have 2 Releases a year, Orlando will be released end of Q1/begining of Q2, 2020, just in time for K20 in Orlando).

The exam will consist of 60-65 questions and you will be given 90 minutes to complete. You will be told if you passed or failed but not by how much or which questions you got wrong. There is will be T/F, single and multiple choice answers. It will cover topics from both the Fundamental and Implementation classes, read everything in the book - the slides, the notes, the added comments in the labs, a question can come from any place in the book. Be sure to go through all of the labs again. You can get a developer instance at developer.servicenow.com, some times additional topics will be covered in the lab and not in the discussion to add to the content of the class, so don't discount the labs. The exam will be for the most part low to no code, (everyone from Engagement managers to developers are expected to sit for the exam), but you should be able to at least identify tables, field and roles by their actual table name, not the friendly display name ie what is the name of the Linux Server table? [cmdb_ci_linux_server] (No this one is not in the book, I deliberately picked an example you would not be asked, but anything mentioned in the book is fair game). 

As with any high-stakes certification, when in doubt go with your gut, if your gut has no idea, skip the question, mark it for review and come back at the end and try again, have confidences in yourself! Your gut instinct is more likely to pick a right answer, and you are more likely to change an initial answer to an incorrect answer than to a correct answer, so don't second guess yourself unless on retrospective you KNOW it is not correct. Is there any answer you can definitely throw out as a wrong answer, good you just increased your odds, is there any other answer you might be able to eliminate, work your way down until you have 2 answers. If they both seem possible, which is likely the "more right" answer?  

I can't think of anything else I can add, so I hope I have answered most of your concerns. 

Best of Luck,

April

[Arnab22]

Thank you so much April for your input. This will be of great help.

[Daniel Dabrowsk]

The passing score surely isn't 65%

My ITSM exam result was:
1 - Incident Management: 66%
2 - Problem Management: 55%
3 - Change Management: 60%
4 - Knowledge Management: 66%
5 - Request Fulfillment: 73%
6 - Configuration Management Database: 100%

Considering the weight of INC, CHG, REQ of 25%, PRB, Knowledge 10%, and CMDB 5%, my result is 66,85% and that is fail.