ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)

Introduction

The ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS - CSM certified.

Exam Purpose

The Certified Implementation Specialist – Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)

Exam Audience

The Certified Implementation Specialist – Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

Exam Preparation

Exam questions are based on official ServiceNow training materials, the ServiceNow Product documentation site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination.

ServiceNow CIS-CSM Exam Summary:

Exam Name	ServiceNow Certified Implementation Specialist - Customer Service Management
Exam Code	CIS-CSM
Exam Fee	USD $450
Exam Duration	90 Minutes
Number of Questions	60
Passing Score	Pass / Fail
Format	Multiple Choice Questions
Books / Trainings	Customer Service Management Implementation
Sample Questions	ServiceNow CIS-Customer Service Management Exam Sample Questions and Answers
Practice Exam	ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) Practice Test

ServiceNow Customer Service Management Implementation Specialist Syllabus Topics:

Topic	Details	Weights
Engagement Methodology and Project Planning	- Project Phases - Working with Clients	5%
Customer Service Management System Setup and Configuration	- Overview of CSM Application - CSM in ServiceNow - CSM Setup	60%
Customer Service Management Integration	- Integration Capabilities - Integration with 3rd Party Systems	10%
CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics	- CSM Portals - Knowledge Management - Service Catalog - Communities and Performance Analytics	25%