ServiceNow Certified Implementation Specialist - Customer Service Management : CIS-CSM Exam

  • Exam Code: CIS-CSM
  • Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
  • Updated: Oct 17, 2026
  • Q & A: 261 Questions and Answers

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About ServiceNow Certified Implementation Specialist - Customer Service Management : CIS-CSM Exam Questions

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CIS-CSM Official Certification Site

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

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Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the ITSM Implementation training prerequisit- Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist - IT Service Management exam only.

During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.

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ServiceNow CIS-CSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Case management17%- Case state flows and lifecycle
- Case digests and service definitions
- CSM workspace usage
- Case actions, tasks, and escalations
- Major issue management
Topic 2: CSM Best Practices and Knowledge Management10%- Knowledge management functionality
- CSM implementation best practices
- Article quality and search
Topic 3: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting8%- Platform analytics and reporting tools
- Special handling notes, SLAs, and targeted communications
- Customer portals and service catalog setup
Topic 4: CSM configuration38%- Supported communication channels
- Routing and assignment rules
- Case types configuration
- CSM application setup
Topic 5: CSM foundational data model27%- Install base management
- Product models
- Contracts and entitlements
- Business models

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