Exam Purpose

Prepare for all required micro certificate exams (i.e. Performance Analytics (PA), Predictive Intelligence (PI), and Virtual Agent(VA)) for all ServiceNow Professional Suite Certifications (i.e. ITServiceManagement (ITSM), Customer Service Management (CSM), and Human Resources (HR)) with the most comprehensive set of practice questions with detailed explained answers, all built in the latest ServiceNow release!

ServiceNow ITSM, CSM, and HR Professional Certifications are known as Suite certifications which are aggregations of multiple certifications that align to the respective product packages and are automatically granted when the required certification set is complete.

Becoming a certified Professional means you have the resources, knowledge, and experience necessary to create and work records through each of the covered application lifecycles. You will be able to demonstrate each application lifecycle from a persona viewpoint, articulate the value and the baseline features of each of the covered applications and start thinking about the key decisions to be made during the implementation of these ServiceNow applications.

Please note that the mainline certification exams (i.e. CIS-ITSM, CIS-CSM, and CIS-HR) are NOT included in this practice test course.

Exam Preparation

There are 2 to 3 micro certification exams in a ServiceNow Professional Suite Certification:

1. ServiceNow Performance Analytics (PA) Micro-Certification exam (included in ITSM and CSM Professional Suites)

2. ServiceNow Predictive Intelligence (PI) Micro-Certification exam (included in ITSM, HR and CSM Professional Suites)

3. ServiceNow Virtual Agent (VA) Micro-Certification exam (included in ITSM, HR and CSM Professional Suites)

Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site. These should not be considered the official study or exam materials and should only be used to practice for the actual mainline exam.

Micro PI Exam Scope

• Predictive Intelligence architecture (10%)

• Predictive Intelligence Frameworks (50%)

• The Predictive Intelligence implementation process (30%)

• Training the ServiceNow instance (10%)

Micro PA Simulation Exam Scope

1. Performance Analytics Architecture (30%)

2. Performance Analytics Deployment (20%)

3. Performance Analytics Metrics and KPIs (25%)

4. Performance Analytics Visualisations (25%)

Micro VA Simulation Exam Scope

• Implementing Virtual Agent (50%)

• Implementing Natural Language Understanding (NLU) (50%)

Exam Structure (Predictive Intelligence)

The mainline exams (i.e. CIS-ITSM, CIS-CSM, and CIS-HR) consist of approximately (60) questions. The Predictive Intelligence exam consists of approximately (15) questions; however, the practice tests in this course are structured in a 60-question format to align with the mainline certificates. For each question on the examination, there are multiple possible responses. You should review the response options and select the most correct answer to the question.

• Multiple Choice (single answer)

  For each multiple-choice question on the exam, there are four possible responses. You should review the response options and select the one response most accurately answers the question.

• Multiple Select (select all that apply)

  For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. You should review the response options and select ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.

Simulation Exam Structure (Performance Analytics and Virtual Agent)

To achieve the ServiceNow Performance Analytics (PA) and Virtual Agent (VA) micro-certifications, you should undertake a simulation-based exam which is 180-minute long and consists of approximately 10 tasks for PA and 14 tasks for VA. For each task on the examination, you must complete the assigned work within a task and validate.

The assessment simulator allows you to show your knowledge by reading a scenario, doing the work to meet a set of requirements based on the scenario, and verifying your work is done correctly.