CIS-ITSM Certification

Reporting & Metrics Questions

Reporting capabilities and key ITSM metrics.

6 total questions2 free questions
All CIS-ITSM Questions

About Reporting & Metrics

Reporting & Metrics covers ServiceNow's reporting capabilities for ITSM, including dashboards, Performance Analytics, and key metrics for service delivery.

Why This Matters for Your Exam

Reporting & Metrics is 10% of the CIS-ITSM exam. Questions may cover standard reports, dashboards, and understanding ITSM KPIs.

Key Concepts to Master

Understand the reporting tools available in ServiceNow, how to create and customize dashboards, and key ITSM metrics like MTTR, first-call resolution, and SLA compliance.

Exam Tips

Focus on understanding what metrics are important for each ITSM process and how ServiceNow provides visibility into service performance.

Practice Questions

6 questions available
1
knowledge

What is the purpose of Benchmarks in ServiceNow ITSM?

ATo automatically prioritize incidents based on impact
BTo monitor KPIs over time and compare performance with other organizations
CTo set mandatory response times for all incidents
DTo generate automated email reports for management

👆 Click an option above to select your answer

2
knowledgeSelect all that apply

Which of the following are common ITSM KPIs that can be tracked through Benchmarks? (Select two)

ANumber of closed requests with breached SLAs
BTotal revenue generated by IT services
CAverage fulfillment time for requests
DEmployee satisfaction with office furniture

👆 Click an option above to select your answer