About the Exam

This exam validates the ability to configure, implement, and maintain the ServiceNow Service Mapping application. It is intended for professionals who implement Service Mapping solutions in ServiceNow. Passing the proctored exam earns the CIS-SM certification and a Credly digital badge.

Exam Topics

  • Engagement Methodology and Project Planning10%
  • Customer Service Management System Setup and Configuration50%
  • Customer Service Management Integration5%
  • Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics35%

How to Use This Practice Exam

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Last updated June 17, 2026 at 6:25 PM

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QuestionQ1

VerifiedCustomer Service Management System Setup and Configuration

Which one of the following best describes Datasource Precedence Rules?

Explanation

Datasource precedence rules assign priorities among authorized data sources when multiple sources can update the same table or table attributes, preventing lower-priority sources from overwriting higher-priority updates.

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QuestionQ2

VerifiedCustomer Service Management System Setup and Configuration

Which of the following best describes what happens when Discovery is configured with 3 MID Servers in a Load Balance Cluster and Shazzam cluster support is disabled?

Explanation

Shazzam cluster support is the setting that distributes Shazzam (port-scan) processing among multiple MID Servers in a cluster. When it is disabled, a single MID Server performs the port scan, while the load-balanced cluster can use all three MID Servers for classification work.

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QuestionQ3

VerifiedEngagement Methodology and Project Planning

Which of the following describes the outcome of this UNIX command?

cat /home/ubuntu/lbappinfo

Explanation

cat outputs the contents of the file named by its path to standard output.

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QuestionQ4

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

Given the CMDB class hierarchy shown, which Configuration Item (CI) types are included in a report run on the Server [cmdb_ci_server] table?

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Explanation

A report on an extended parent table includes records defined directly on that table and records from its child tables. Therefore, Server records and descendant server-class records, including Windows Server, Linux Server, and UNIX Server, are included; records from ancestor classes are not.

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QuestionQ5

VerifiedCustomer Service Management Integration

In Service Mapping, which of the following is true when a target host has already been discovered and is in the CMDB?

Explanation

Service Mapping verifies whether the hosting device already exists in the CMDB and triggers Discovery to identify and add the host only if it does not exist. An existing discovered host is therefore not rediscovered as part of this process.

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