(CIS-CSM) Certified Implementation Specialist – Customer Service Management: FAQ’s

ServiceNow CIS-CSM Frequently Asked Questions

Get answers to all of your doubts regarding the CIS-CSM exam here!

What does the CIS-CSM exam certifies?

The Certified Implementation Specialist – Customer Service Management (CIS-CSM) 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.

What is the target audience for the CIS-CSM exam?

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

How do I register for the exam?

Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the Customer Service Management Implementation training prerequisite. Voucher codes are non-transferable and provide the candidate eligibility to sit for the exam.

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. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved.

What are the pre-requisites for the exam?

ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist – Customer Service Management exam. Information provided in the following ServiceNow training course(s) contain source material for the exam.

Upon completion, the candidate will be eligible to collect a voucher for the Certified Implementation Specialist – Customer Service Management exam.

What if I do not pass the exam in the first attempt?

If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.

What are the topics that outlines the course for the exam?

The exam domains are:

Firstly, Engagement Methodology and Project Planning (10%)
Secondly, Customer Service Management System Setup and Configuration (50%)
Also, Customer Service Management Integration (15%)
Lastly, CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25%)

How long will be the duration of the exam?

The CIS-CSM exam is of 90 minutes.

What are the total number of questions expected in the exam?

You’ll find approximately 60 questions in the test.