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

CIS-CSM real exams

Exam Code: CIS-CSM

Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Updated: Aug 08, 2026

Q & A: 261 Questions and Answers

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About ServiceNow CIS-CSM Exam

How to book the ServiceNow Certified CIS CSM

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.

The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.

Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.

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

How much does ServiceNow Certified CIS CSM costs

  • Length of Exam: 85 min
  • No of Questions: 85 Questions
  • Examination Name: ServiceNow Certified CIS CSM
  • Types of questions: Performance Based Questions
  • Passing Score: 60% or higher
  • Examination Fees: $400 USD

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ServiceNow CIS-CSM Exam Syllabus Topics:

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

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