| Exam Code: | CIS-CSM | ||
| Exam Name: | ServiceNow Certified Implementation Specialist – Customer Service Management Exam | ||
| Certification(s): | Certified Implementation Specialist | ||
| Total Questions: | 239 Questions Answers | ||
| Latest Updated: | Dec 16,2024 | ||
| Price: (Discounted) | Was: $85 Now: $59 | ||
CIS-CSM Exam Topics and Passing Score
| Topic | Description | Percentage of Passing Score |
|---|---|---|
| 1. Agile Principles and Scrum Framework | Participants will understand the fundamental principles of Agile and the Scrum framework, including the values, principles, roles, and artifacts. | 20% |
| 2. Scrum Values and Mindset | Participants will learn about the importance of teamwork, continuous improvement, and customer collaboration in the Agile environment. | 10% |
| 3. Sprint Planning and Estimation | Participants will gain knowledge on how to create and manage a Sprint Backlog, estimate the work items, and conduct effective Sprint Planning meetings. | 15% |
| 4. Daily Scrum and Sprint Review | Participants will understand the purpose and structure of the daily Scrum, as well as how to conduct a productive Sprint Review to showcase the completed work. | 15% |
| 5. Sprint Retrospective and Continuous Improvement | Participants will learn the importance of reflection and continuous improvement through Sprint Retrospectives, and how to identify and address impediments to productivity. | 15% |
| 6. Agile Artifacts and Documentation | Participants will understand the purpose of Scrum artifacts such as Sprint Backlog, Product Backlog, and Burndown Chart, and how to effectively manage these artifacts. | 10% |
| 7. Stakeholder Engagement and Communication | Participants will gain knowledge on engaging stakeholders, communicating project status, and managing expectations throughout the project lifecycle. | 10% |
| 8. Empirical Process Control | Participants will learn how to use empirical process control to measure progress, track trends, and make informed decisions based on data analysis. | 5% |
Passing Score: 65% (minimum 38 out of 58 questions)
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