Exam Domains

1 CSM foundational data model 27%

Business models
Product models
Install base management
Contracts and entitlements

2 CSM configuration 38%

CSM in ServiceNow
Routing and assignment
Case types
Channels

3 Case management 17%

Case state flows
Major issue management
Case digests and service definitions
CSM workspace
Case actions, tasks, and escalations

4 CSM Workspace, Portals, Service Catalog, Analytics, and Reporting 8%

Portals and Service Catalog
Special handling notes, SLAs, and Targeted communications
Platform Analytics and Reporting

5 CSM Best Practices and Knowledge Management 10%

CSM Best Practices: ServiceNow Architecture
Customer Service End to End Processes
Defining Project Scope
Knowledge Management: Knowledge Functionality Overview
Article Quality Index (AQI)
Knowledge Blocks and Search
Bulk Translations

Exam Details

Question TypesMultiple Choice, Multiple Select

FormatLinear

Online ProctoringAvailable

ID RequirementsOne valid, government-issued photo ID with full name and photo. Name must match exactly as registered.

RenewalRequired -- Pass a delta maintenance exam after each major ServiceNow release (approximately twice per year). Delta exams are shorter and free for certified candidates.

Retake Policy7-day waiting period after first failed attempt. Full exam fee required for retake. Certifications must be maintained via delta exams after each major release.

LanguagesEnglish

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

Exam Domains

Exam Details

Official Study Resources