ServiceNow Certified Implementation Specialist - Field Service Management (CIS-FSM)

Introduction

The ServiceNow Certified Implementation Specialist – Field Service Management Exam Specification document defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to earn the Certified Implementation Specialist – Field Service Management certification.

Exam Purpose

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

ServiceNow Certified Implementation Specialist - Field Service Management (CIS-FSM)

Exam Audience

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

Exam Preparation

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

ServiceNow CIS-FSM Exam Summary:

Exam Name	ServiceNow Certified Implementation Specialist - Field Service Management
Exam Code	CIS-FSM
Exam Fee	USD $450
Exam Duration	180 Minutes
Number of Questions	60
Passing Score	Pass / Fail
Format	Multiple Choice Questions
Books / Trainings	Certified Implementation Specialist- Field Service Management
Sample Questions	ServiceNow CIS‑Field Service Management Exam Sample Questions and Answers
Practice Exam	ServiceNow Certified Implementation Specialist - Field Service Management (CIS-FSM) Practice Test

ServiceNow Field Service Management Implementation Specialist Syllabus Topics:

Topic	Details	Weights
Field Service Management Fundamentals	- Field service types, modules and industry use cases. - Field Service Management solution features - Process lifecycle, personas, roles, and related terminology - Work order initiation, qualification, scheduling and dispatch, and delivery and confirmation activities - Time recording for FSM - Managing agent and team calendars - Managing field service skills	50%
Implementation Planning	- Preparation activities stakeholders, and good practices - ServiceNow maturity levels - Integrations with applications and data sources	5%
Implementing Field Service Processes	- Establishing foundational data (locations, groups, users, customer accounts, contacts, stockrooms, and assets) - Configuring field service business process, assignment, and add-ons - Configuring work order templates, skills, and questionnaires - Planned maintenance - Inventory management and parts sourcing and transfer process - Scheduling and dispatch features, processes, and automation - Advanced time recording, rate types, labor rate cards, and time sheet policies	38%
Implementing Related Processes	- Customer experience features - Appointment Booking configuration - Targeted communications - Contextual knowledge - Advanced and extended capabilities - Set up and usage of Now Agent mobile application	7%