Overview
Reporting & Metrics covers ServiceNow's reporting capabilities for ITSM, including dashboards, Performance Analytics, and key metrics for service delivery.
Why It Matters for the Exam
Reporting & Metrics is 10% of the CIS-ITSM exam. Questions may cover standard reports, dashboards, and understanding ITSM KPIs.
Key Concepts to Master
1ITSM dashboards
2Standard reports
3Key performance indicators
4Performance Analytics basics
5Survey management
6Benchmarks
7Service Owner Workspace
💡 Exam Tips & Strategy
Focus on understanding what metrics are important for each ITSM process and how ServiceNow provides visibility into service performance.
6
Practice Questions
10%
Exam Weight
CIS-ITSM
Certification