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Exam Number : Servicenow-CIS-CSM
Exam Name : Certified Implementation Specialist - Customer Service Management
Vendor Name : ServiceNow
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Servicenow-CIS-CSM exam Format | Servicenow-CIS-CSM Course Contents | Servicenow-CIS-CSM Course Outline | Servicenow-CIS-CSM exam Syllabus | Servicenow-CIS-CSM exam Objectives


Exam content is divided into Learning Domains that correspond to key syllabus and
activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.
The following table shows the learning domains, weightings, and sub-skills measured by
this exam and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of exam content.



• Baseline Application Functionality

o Basic and advanced features in baseline installation of the current release

o Functionality and features added or changed in the current release

o State model and default process flow

o Basic and advanced operations performed by users and the system

• Architecture and Security

o Key tables used in the application

o Relationships among application tables

o Roles and default Access Controls

o Primary application components (Script Includes, Business Rules, etc.)

o Integration capabilities

• Business Cases / Use Cases

o Value proposition

o Key Performance Indicators and Benchmarks

o Selection of appropriate features and functions to meet business requirements



Learning Domain % of Exam

1 Incident Management 25%

2 Problem Management 10%

3 Change and Release Management 25%

4 Knowledge Management 10%

5 Request Fulfillment 25%

6 Configuration Management Database 5%

Total 100%



Exam Structure

The exam consists of approximately 60 questions. For each question on the
examination, there are multiple possible responses. The person taking the exam reviews
the response options and selects the most correct answer to the question.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the exam reviews the response options and selects 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. The
candidate taking the exam reviews the response options and selects ALL responses that
accurately answer the question. Multiple-select questions have two or more correct
responses.

Exam Results

After completing and submitting the exam, a pass or fail result is immediately
calculated and displayed to the candidate. More detailed results are not provided to
the candidate.

Exam Retakes

If a candidate fails to pass an exam, they may register to take the exam again up to
three more times for a cost of $100.



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ServiceNow - study help

 

ServiceNow (NOW): New Buy Recommendation for This Technology Giant

Piper Sandler analyst Rob Owens assigned a Buy rating to ServiceNow (NOW – Research Report) today and set a price target of $750.00. The company’s shares closed yesterday at $675.30.

According to TipRanks, Owens is a top 100 analyst with an average return of 22.6% and a 64.07% success rate. Owens covers the Technology sector, focusing on stocks such as Okta, Fortinet, and Palo Alto Networks.

ServiceNow has an analyst consensus of Strong Buy, with a price target consensus of $697.12, implying a 3.23% upside from current levels. In a report released on December 22, Morgan Stanley also maintained a Buy rating on the stock with a $797.00 price target.

See the top stocks recommended by analysts >>

Based on ServiceNow’s latest earnings release for the quarter ending September 30, the company reported a quarterly revenue of $2.29 billion and a net profit of $242 million. In comparison, last year the company earned a revenue of $1.83 billion and had a net profit of $80 million

Based on the exact corporate insider activity of 207 insiders, corporate insider sentiment is negative on the stock. This means that over the past quarter there has been an increase of insiders selling their shares of NOW in relation to earlier this year. Most recently, in November 2023, Jeffrey A Miller., a Director at NOW sold 3,250.00 shares for a total of $2,014,220.00.

TipRanks has tracked 36,000 company insiders and found that a few of them are better than others when it comes to timing their transactions. See which 3 stocks are most likely to make moves following their insider activities.

ServiceNow (NOW) Company Description:

Founded in 2004 and based in California, ServiceNow, Inc. is a software company which provides enterprise cloud computing solutions to help companies manage digital workflows for enterprise operations. The company offers its solutions to various sectors including healthcare, education, oil and gas, telecommunications, government, consumer products, technology, IT and financial services.

Read More on NOW:


ServiceNow: No End In Sight

Customer Satisfaction Survey Concept, Users Rate Service Experiences On Online Application, Customers Can Evaluate Quality Of Service Leading To Business Reputation Rating.

Thapana Onphalai

I've written about ServiceNow (NYSE:NOW) a couple of times, and I am continually impressed every time I revisit them. I first bought shares in 2018, with that lot up 280% from purchase. I've added to that position, and the company is in my kids' long-term portfolios. Among software companies, NOW ranks with Adobe (ADBE) and Salesforce (CRM) in relative safety while maintaining double-digit revenue growth. The strength of the company's growth combined with its wide-moat and financial stability commands a premium in the market.

Returns versus SPY

FAST Graphs

Customer cohort growth

Company Presentation

Chart Data by YCharts

You know, one thing that might be of interest to you is, in America, the number of 5 million-plus deals actually more than quadrupled year over year. And the number of 10 million-plus deals doubled year over year. And I think, as CJ laid out beautifully, technology and employee workflows were enormously successful. And in EMEA, our 1 million-plus deals grew 70% year over year, which means that the platform and multiple components of the solutions that are great engineering team builds is resonating.

And we're seeing particular uplift now in government and manufacturing. And one, you know, interesting fact, we have these world forums coming up in London, Paris, Frankfurt, and Rotterdam, and we have a billion-plus pipeline that's registered for those events. So, we feel good about that. And APJ, when you think about it, the 1 million-plus deals increased 40% year over year.

And Japan is continuing to impress us with the unprecedented opportunity of the world's third-largest economy, as -- Germany as well. So, we're seeing lots of real growth opportunities on the global stage, and I think Gina pointed that out earlier as well.

AI

Company presentation

What's unique about ServiceNow is digital transformation can deflect so many of the cost-intensive, labor-intensive procedures that companies have to deal with to properly serve their market. On top of that, you have one-third of the productivity of knowledge workers getting torn apart by swivel-sharing between, on average, 13 individual applications a day. Now, you add the productivity tailwind of generative AI on this once-in-a-generation ServiceNow platform and you have achieved a very important business transformation. And I think, right now, CEOs are focused on business transformation. And when you can provide them one common UX that is consumer grade that integrates with the half-a-century-old legacy mess that they have to contend with, and we can get the actions that they need done done done to achieve cost out productivity and the growth on, they're all about ServiceNow now. And that's why you're seeing these results, and they are sustainable.

progress in 7 years

Company presentation

EV/NTM Revenue multiples

Clouded Judgement Substack

Valuation scatterplot

Clouded Judgement Substack

Earnings growth over time

FAST Graphs

Potential returns

FAST Graphs

Potential returns

FAST Graphs


Is ServiceNow Stock a Top Buy for 2024?

Someone forgot to tell ServiceNow (NOW 0.64%) that the cloud software industry has been slowing down in 2023. The digital transformation platform's revenue growth has actually been accelerating throughout the last year, and the stock has picked up steam as 2024 approaches. Shares of ServiceNow are up 80% in 2023 with just weeks left to go until the new year.

A high valuation has prevented many investors from pulling the trigger on buying this top cloud stock. After an epic run, is it still a top buy for 2024?

A next-gen platform for the future of work

ServiceNow provides numerous solutions for businesses to manage their workforce and customer experiences. Its platform spans digital workflow management tools, from AI that helps find bottlenecks that are slowing down the completion of tasks to cloud observability solutions that help with app performance.

ServiceNow landed on the radar of many investors this past summer after an expanded partnership was struck with Nvidia. ServiceNow said it would adopt Nvidia's latest and greatest AI systems to Strengthen its own platform, and in turn, Nvidia would expand its use of ServiceNow in its own workflow management for developing more powerful chips and generative AI systems.

This type of AI used to automate more employee tasks is powering "digital transformation" among big customers. In a year like 2023 where cost-cutting has been a top priority in the corporate world, it's helped keep demand high for ServiceNow's software. And, after the bear market of 2022, the company's revenue growth has been ratcheting up again.

Period

Total Revenue

Increase (YOY)

2021

$5.9 billion

30%

2022

$7.25 billion

23%

Q1 2023

$2.1 billion

22%

Q2 2023

$2.15 billion

23%

Q3 2023

$2.29 billion

25%

Data source: ServiceNow. YOY = year over year.  

Even better, though, has been ServiceNow's rapid progress on profitability. Generally accepted accounting principles (GAAP) income from operations was $492 million in the first nine months of 2023, compared to just $200 million in the same period in 2022. Free cash flow (FCF) was $1.36 billion in the first nine months of 2023 (a healthy FCF profit margin of 21%), with the discrepancy between GAAP profitability primarily driven by employee stock-based compensation.

As for that employee stock-based compensation, ServiceNow management reported it repurchased $282 million worth of stock in Q3 2023. This is part of the company's first-ever stock repurchase program, which is aimed at offsetting the impact of dilution from ongoing employee stock-based compensation. About $1.2 billion worth of stock repurchase authorization remained at the end of the quarter.

Expect some turbulence, but a top cloud stock for the long term?

After the big run-up in stock price in 2023, ServiceNow trades for a high premium of 90 times trailing-12-month earnings per share, or about 60 times trailing-12-month FCF. Of course, part of the premium exists because ServiceNow's profit margins are expected to rise rapidly over the course of the next few years. To wit, shares trade for a bit more reasonable 55 times Wall Street analysts' expectation for 2024 earnings per share.

ServiceNow is nevertheless an expensive stock as we head into the new year. That can cause some turbulence in stock price, including steep sell-offs if ServiceNow misses some short-term financial estimates from one quarter to the next.

However, given the company's fast-and-steady growth for years, and leadership in cloud-based and AI-powered software, investors are rightfully optimistic about the business's trajectory. As I explained this time last year, I think a stock like ServiceNow is best bought in batches over the course of time, perhaps using a dollar-cost averaging plan. This still seems like the right strategy for those investors interested in the long-term potential (a decade and beyond) for ServiceNow.


 


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