Certified Implementation Specialist – IT Service Management (CIS-ITSM) Interview Questions

The Certified Implementation Specialist – IT Service Management exam certifies that a candidate has the skills and knowledge to help configure, implement, and maintain ServiceNow ITSM applications. The Certified Implementation Specialist – IT Service Management test is available to customers, partners, employees, and others who want to become a ServiceNow ITSM Certified Implementation Specialist.

certified Implementation Specialist – IT Service Management (CIS-ITSM) is a set of best practices that has helped businesses all over the world enhance their customer service. It aids in improving service delivery and customer happiness, as well as lowering expenses. This post will cover some of the most crucial Certified Implementation Specialist – IT Service Management (CIS-ITSM) interview questions that will come in helpful when you begin your ITIL® career.

1.What exactly is ITSM?

ITSM, or Information Technology Service Management, is the process of using people, processes, and technology to deliver IT services and provide support to internal customers.

2. What is the Service Value System and how does it work?

The service value system identifies the various components and actions that work together to generate value. Inputs, elements, outputs, and other components relate to service management are include.

3. What are the Service Value System’s guiding principles?

We create guiding principles to help organisations make the most of ITIL® by guiding their decisions and actions. Regardless of the circumstance, target, goal, strategy, nature of work, management, or organisation, same concepts apply. The following are the seven guiding principles:

• Concentrate on what’s important.
• Begin where you are and work your way up with feedback.
• Collaborate and raise awareness.
• Think and work in a holistic manner.
• Maintain a straightforward and practical approach.
• Improve and automate your processes.

4. Explain the Service Value Chain’s goal of ‘Design and Transition.’

The service value chain is made up of six activities that allow value to be create. The design and transition component will assist firms in ensuring that their products and services meet the stakeholders’ quality, pricing, and other requirements.

5. Why is it important to ‘Engage’ in the Service Value Chain?

The engage component ensures openness, regular involvement, and a positive relationship with stakeholders through gaining an awareness of their needs.

6. Explain what a Service Operation is and what it does.

We assess the value of IT services at this level. They also assist with:

• Firstly, to provide and support IT services to the satisfaction of all parties engaged in the process.
• Secondly, In the form of a service desk, operate as a point of contact.
• To determine which activities in the service catalogue need to be accomplish.

7. What are the indicators of effective IT service management?

There are four measurement layers in ITSM that help manage and control outcomes as well as service operations.

• Progress: This layer keeps track of how far the current service operations have progressed.
• This layer is concerned with existing industrial procedures and market norms.
• Efficacy: This layer ensures that the service’s effectiveness is maintain.
• Efficiency is the layer that focuses on keeping the workflow running smoothly and doing routine maintenance.

8. What is a Service Level Agreement (SLA)?

A service-level agreement, or SLA, is a contract between a client and a service provider. It emphasizes the level of service that the customer expects from the provider, the metrics that determine whether or not the success is a success, and the consequences or remedies that the service provider may face if the service isn’t up to par.

9. What are the different kinds of SLAs?

• Firsty, corporate SLAs address issues that are important to the company. These are the same for everyone in the company.
• Secondly, Customer service level agreements (SLAs) refer to difficulties that are unique to each customer.
• Next, Service SLAs address issues that are specific to a particular service (in relation to the consumer) and can be address. This applies to all clients who have signed a contract for the same service.

10. What is the definition of a service request?

A service request is a request for access to IT services, a standard change, information, or advice. The service request usually pertains to items that have previously been allowed by corporate policy and do not necessitate any new approvals.

11. What different forms of service providers are there?

• Internal Service Providers: These are a company unit’s devote resources that deal with internal organisation management.
• External Service Providers: These companies offer services to third-party clients. Based on market standards, they handle specific and unique scenarios.
• Shared Services: These are self-contain special units that provide internal services.

12. Differentiate between an End-User and a Customer.

• End-user: An end-user is a person who receives or uses a product directly.
• Customer: A customer is someone who specifies service needs and may or may not have the ability to pick between items or suppliers.

13. What is a Standard Change, exactly?

The term “standard change” refers to a change that has been implement as a service request.

14. What is a Configuration Item?

A configuration item is a piece of software that must be control in order to provide an IT service. Within the configuration management system, it records information about these CIs in the configuration record. IT services, hardware, software, buildings, people, and other formal documentation are examples of these items.

15. What is the difference between a warranty and a guarantee?

A warranty is a promise made by a service provider to its customers or stakeholders that their products or services will satisfy the agreed-upon specifications. It focuses on determining if services are ‘fit for use’ and ‘how the service performs.’ It usually focuses on the service’s availability, security, capacity, and guarantee continuous operation.

16. What is the purpose of the Service Desk in Certified Implementation Specialist?

The service desk serves as a point of contact for users and the service provider. It serves as a hub for users to report operational concerns, questions, and other requests. To be successful, the service desk must possess excellent customer service abilities such as empathy and emotional intelligence.

17. Describe the differences between occurrences, problems, and recognised errors.

• Incidents are portions of the process that were not anticipate during the planning phase and were not intend to be part of the routine operation.
• Problem: It’s an unidentified source of conflict or occurrences.
• A known error is an issue that has already been identified and for which a workaround or permanent remedy has been found.

18. What do a Service Desk’s tasks entail?

• Firstly, to ensure that normal activities are resumed in the case of an interruption.
• Secondly, To describe the steps that can be taken to raise user knowledge of IT concerns and encourage them to use IT services, components, and resources.
• Next, By elevating requests, you can help other IT Service Management processes and operations.

19. What is the definition of an IT asset?

Any financially significant component that facilitates the supply of an IT product or service is referred to as an IT asset.

20. What is a Utility?

The functionality of a product/service to suit a certain market requirement is referred to as utility. A utility examines what a service accomplishes and determines whether it is ‘fit for its purpose.’

21. What is the Definition of a Workaround?

A workaround is a short-term solution that solves a problem. The cause of the problem has not been determine in this case. A workaround’s duration isn’t normally specified, but it can range from a few seconds to many years.

22. What are some solutions for a workaround or recovery?

Three types of recovery options are available:

• Firstly, Quick recovery: This recuperation takes only 24 hours (hot standby).
• Intermediate recovery: The recovery process takes three days to complete (warm standby).
• Gradual recovery: The recovery takes a few days or weeks, but it always happens after 24 hours.

23. What do you mean by “emergency changes”?

Changes that must be implement as quickly as feasible are known as emergency changes. In this situation, the changes aren’t tested, and it takes decisions based on risk and returns.

24. What is Change Enablement and How Does It Work?

It’s a way for increasing the frequency of successful IT changes by ensuring risks are appropriately assess, allowing changes to occur, and managing the changing timetable.

25. What’s the difference between a Request for Change and a Request for Service?

A change request is a formal proposal by a service user/stakeholder to make changes to a product/system. A request for IT service access to update a standard, information, or advice is known as a service request. These are things that the company has previously approved.

26. What does a Post-Implementation Review entail?

The post-implementation review, also known as the PIL, is a process of evaluating and analyzing the final working solution. Following the submission of a change request, a review is conducted to determine whether the change and its implementation were effective. PIL can assist with questions such as:

• Firstly, was the change successful in resolving the issue?
• Did the contingency plan function in the event of failure?
• Has the change had an effect on the customers?
• Was the process successful in allocating resources?
• Was the adjustment carried out within a budget and in a timely manner?

27. What does Incident Management entail, and what are its goals?

IT Service Management includes incident management, which guarantees that normal service is restore as quickly as possible. The following are the goals of incident management:

• Firstly, as soon as the situation occurs, report it to the IT service and have it resolved.
• Secondly, putting a premium on customer and user pleasure.
• Assuring that all processes are carried out using recognise and regulate techniques.

28. What is Service Request Management, and how does it work?

By managing service requests in an efficient and user-friendly manner, this technique emphasizes on the agreed-upon quality of the service. With the use of tracking and automation systems, these rely on processes and procedures to maximise the practice’s productivity.

29. What is Supplier Management’s purpose?

This type of management ensures that the organization’s suppliers and their performance are effectively support in order to ensure high-quality products and services on a consistent basis. The following are the goals of supplier management:

• Firstly, to keep the database of supplier contracts up to date
• Secondly, keeping the supplier connection alive
• Contracting with suppliers and negotiating with them

30. What is the Continual Improvement Model, and how does it work?

This model lays out a step-by-step process for adopting improvements. The model is well-known for employing tools such as a SWOT analysis. It also employs maturity assessments and balanced scorecard reviews. It serves as a high-level guide to help with improvement efforts. As a result, the ITSM initiative’s prospects of success have increased. It focuses more on customer value and ensuring that enhancements are in line with the organization’s vision.