ServiceNow

Certified Implementation Specialist –

Service Mapping
Exam Specification

3Q2017


Introduction
The ServiceNow Certified Implementation Specialist – Service Mapping Exam Specification
defines the purpose, audience, testing options, exam content coverage, test framework, and
prerequisites to become a ServiceNow ITOM Implementer.

Exam Purpose
The ServiceNow Certified Implementation Specialist – Service Mapping exam certifies that a
successful candidate has the skills and essential knowledge to contribute to the configuration,
administration, implementation, and maintenance specific to the Service Mapping application
within the ServiceNow system.

Audience
The ServiceNow Certified Implementation Specialist – Service Mapping exam is available to
ServiceNow employees, ServiceNow partners, and ServiceNow customers.

Prerequisites
ServiceNow recommends completion of the following prerequisites in preparation for the
ServiceNow Certified Implementation Specialist – Service Mapping exam.

The ServiceNow Certified Implementation Specialist – Service Mapping exam covers learning
domains that span several ServiceNow education classes as well as topics typically encountered
during implementation projects in the field.

Recommended Certifications
• Certified System Administrator Exam
• ITIL v3 Foundations Certified

Recommended Education Classes
• ServiceNow Fundamentals
• ServiceNow Discovery and Service Mapping Fundamentals
• ServiceNow Event Management Fundamentals
• Learning Library courses (CMDB Reconciliation, Event Management)

Recommended Experience
• Six (6) months field experience and/or participation in at least two ITOM deployments
predominantly Service Mapping
• General familiarity with industry terminology, acronyms, and initialisms
• Intermediate or above Windows and Unix administration skills

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Exam Structure
The following table shows the knowledge domains measured by this exam and the percentage
of questions represented in each domain.

Learning Domain Percent of Exam
1 Service Mapping Pattern Design 30%
2 Service Mapping Configuration 20%
3 Discovery Configuration 15%
4 Event Management 10%
5 Configuration Management Database 15%
6 Service Mapping Engagement Readiness 10%
Total 100%

Question Formats and Responses

A variety of questions are used on the exam. Each question contains distractors, which
represent incorrect or incomplete answers a candidate with incomplete skill or knowledge may
choose. Distractors are plausible options that fits into the topic area defined by a test objective,
but do not represent the correct response.

Multiple Choice (single answer)
For each Multiple Choice question on the exam, there are between four (4) and six (6)
possible responses.

The person taking the exam reviews the response options and selects ONE (1) response
that most accurately answers the question.

Multiple Select (choose all that apply)
For each Multiple Select question on the exam, there are between four (4) and six (6)
possible responses. The person taking the exam reviews the response options and
selects ALL responses that accurately answer the question.

Multiple Select questions may have one (1), two (2), three (3), or four (4) correct
responses. Partial credit is awarded for each correct response.

True or False
An examinee is presented with a statement and is asked to select the correct answer
from the two options; the statement is either true or false.

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Testing Process
Each candidate must register for the 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 ServiceNow Certified Implementation Specialist – Service Mapping
exam is taken through a consistent and friendly user interface customized for ServiceNow tests.

The Kryterion testing network is worldwide and all locations offer a secure and comfortable
testing environment. Candidates register for the exam at a specific date and time to reserve a
seat so there is minimal waiting after you arrive at 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
Training@serviceNow.com for more information. Depending on the accommodation, there may
be a 30-day lead time before testing.

Exam Results
After completing and submitting the exam, results are immediately calculated and displayed to
the candidate. A Pass or Fail message is displayed giving the candidate immediate results.

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Exam Content Description

Exam content is divided into Learning Domains that correspond to key topics and activities
typically encountered during ServiceNow Service Mapping implementation. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.

This ServiceNow Certified Implementation Specialist – Service Mapping Exam Blueprint includes
test objectives, weighting, and sample questions. The sub-skills within each Learning Domain
are listed to clarify the test objectives and include a few examples. However, the sub-skills
should NOT be considered an all-inclusive list of exam content.

Learning Domain 1 – Service Mapping Pattern Designer
A. Pattern Designer (Debug, Steps, Temp variables, Command Line Console)
B. Operations (Match, Parse variable, Parse file, Parsing strategies)
C. Scripting (WMI, SSH, Regex, Command Line, SNMP)
D. Application Identification and Connection Sections (Patterns, Identification and
Connection Sections, Troubleshooting)

Sample Item
In Service Mapping, which one of the following will cause an application to be
identified as a Generic application?

A. No Pattern Identification Section matches
B. No Connection Section matches
C. No Identification and Connectivity Section matches
D. No CI Identifier exists
E. No Credentials are configured

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Learning Domain 2 – Service Mapping Configuration

A. Setup and Configuration (Configuration files, Tuning, Applications, IP ranges, MID
Servers, Icons)
B. Business Service Configuration (Entry points, CI Types, Credentials, Service Maps,
Schedules, Service Groups, Technical Services, Business Service creation)
C. Service Mapping Process Flow (Process flow, Troubleshooting, Discovery Log)


Sample Item
After executing Service Mapping discovery, you find that there is a credential error.
Which one of the following icons displays on the service map that represents the
credential error?

A. Red stop sign
B. Yellow triangle
C. Generic application
D. Question mark



Learning Domain 3 – Discovery Configuration
A. Discovery Setup and Config (Behaviors, Clusters, IP Services, Schedules, MID Servers)
B. Discovery Process Flow (PCIE Phases, ECC Queue, Status, Discovered Device)
C. Discovery Troubleshooting (Discovery Errors, Authentication Errors, Duplicates,
Credentials)

Sample Item
Which one of the following Discovery phases is the error "No credentials would
authenticate, tried" found on?

A. Port Scan
B. Classification
C. Identification
D. Exploration

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Learning Domain 4 – Event Management

A. Event Setup and Configuration (Event Processing, Event Rules, Event Mapping Rules,
Event Management Dashboard)
B. Alerts (Task Templates, Alert Rules, CI Binding)
C. Event Management Solution (Business Value, Definition, Positioning, Customer
Conversations)


Sample Item

In Event Management, what functionality allows for automatic task creation?

A. Alert Rules
B. Event Rules
C. Task Rules
D. Correlation Rules


Learning Domain 5 – Configuration Management Database
A. CI Class Management (CMDB Health Dashboard, CI Class Manager, CMDB Tables,
Reclassification, CMDB Relationships)
B. CMDB Identification and Reconciliation (Identification Rules, Reconciliation Rules,
Datasource Precedence Rules, CMDB De-Duplication Tasks)


Sample Item

When a Server is reclassified from the Windows Server table [cmdb_ci_win_server] to the
Linux Server table [cmdb_ci_linux_server], which one of the following describes the
process that occurred?

A. Class Upgrade
B. Class Downgrade
C. Class Switch
D. Class Change

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 7


Learning Domain 6 – Service Mapping Engagement Readiness

A. Scoping (Business Service definition, Shared services, Licensing, Supported Applications)
B. Planning (Implementation Skill Sets, MID Server Requirements, Implementation
Requirements, Security Requirements)
C. Operationalizing IT (Measurable KPI improvements, Service Mapping Benefits, Service
Mapping Use Cases)



Sample Item

Which one of the following ServiceNow application KPIs would improve most as a
direct result of having visibility to a business service map created through Service
Mapping?

A. Problem Management: Number of Incidents per Known Problem
B. Incident Management: Mean Time to Resolve
C. Change Management: Number of Major Changes
D. Event Management: Signal to Noise Ratio


Disclaimer: ServiceNow is not responsible for information obtained from non-official ServiceNow
training or documentation, if it results in an incorrect response to a certification question. Study
materials posted elsewhere online are not official and should not be used to prepare for the
examination.

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 8