ServiceNow CIS-ITSM Yokohama Exam Questions 2025

ServiceNow CIS-ITSM Yokohama Exam Questions 2025

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The Certified Implementation Specialist – IT Service Management (CIS-ITSM) for the ServiceNow Yokohama release is a professional certification that validates an IT professional’s ability to implement and configure the ServiceNow ITSM platform, with a focus on the new features and enhancements in the Yokohama version. This certification demonstrates an understanding of how to leverage the latest platform capabilities, especially those powered by AI and new workspaces, to optimize IT service delivery.

Key IT Service Management Processes and Yokohama Release Features

The Yokohama release builds upon the core ITSM processes with new capabilities and enhancements that are likely to be included in the certification exam. It’s recommended that candidates have knowledge of the following when preparing for the CIS-ITSM Yokohama exam:

• Incident Management: Yokohama introduces new features to streamline incident resolution. This includes the Service Operations Workspace, which provides a single, unified view for agents to predict, prevent, and resolve incidents proactively. New AI-powered features, such as Now Assist, are also integrated to offer contextual help, summaries, and recommendations, helping agents respond faster and more consistently.
• Problem Management: The focus remains on identifying the root cause of incidents to prevent recurrence. The new features in Yokohama, particularly those related to AI and data analytics, can help in more effectively analyzing data to pinpoint problems and implement permanent solutions.
• Change Management: Yokohama brings changes to the Change Management module, including an updated user role for service desk agents and changes to the change model type field. The new version also emphasizes a more secure and controlled approach to implementing changes, with a focus on minimizing disruption.
• Service Asset and Configuration Management (SACM): The Yokohama release includes new features for the CMDB Workspace, which offers a more comprehensive view of IT assets and configurations. This helps in better managing and understanding the relationships between different configuration items (CIs) to ensure data accuracy and improve overall service delivery.
• AI and Automation: A significant theme of the Yokohama release is the integration of AI. Candidates should be familiar with how features like Now Assist, ServiceNow Lens, and the AI Control Tower are used to automate routine tasks, provide data-driven insights, and improve overall operational efficiency within the ITSM workflows.
• Workspace Experience: The Yokohama release modernizes the user experience with an updated, unified interface for workspaces. This includes a more intuitive design and the ability for users to manage their preferences and notifications in one place, which improves usability and agent productivity.

CIS-ITSM Yokohama Exam Details

The CIS-ITSM exam for the Yokohama release maintains a similar structure to previous versions, but the content is updated to reflect the new platform capabilities.

• Format: The exam typically consists of multiple-choice and scenario-based questions.
• Duration: The exam is approximately 90 minutes long.
• Passing Score: A passing score of around 70% is generally required.
• Recommended Experience: While not mandatory, it is highly recommended to have at least six months of hands-on experience with the ServiceNow platform, and a thorough understanding of the new features in the Yokohama release. Completion of the official ServiceNow ITSM Implementation training course is also a prerequisite for obtaining an exam voucher