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ServiceNow CIS-CSM Study Guide

ServiceNow Certified Implementation Specialist - Customer Service Management CIS-CSM

The ServiceNow Certified Implementation Specialist - Customer Service Management exam is for implementers who configure and maintain the ServiceNow CSM application. It covers the customer and product data model, entitlements, case routing and assignment, case types and channels, case management, portals and reporting, and knowledge management.

  • Exam code CIS-CSM
  • Professional level
  • 5 exam domains

This guide is free, with no sign-up. It explains every ServiceNow CIS-CSM exam topic in plain English, one chapter at a time. Read them in order or jump straight to the topic you need.

  • 5chapters
  • 14topics
  • 5diagrams and exhibits
  • 1 h 12 minfast track
Start with CSM Foundational Data Model
  • Every topic follows the same simple pattern: what it is, how it works, common mistakes
  • Diagrams and real command output where a picture explains it best
  • Exam tips and worked subnetting and IPv6 practice, with answers

How the exam is weighted

Each domain is worth this share of the exam, so spend your study time in proportion. Select a domain to open its chapter.

Chapters

Open a chapter to see its topics and how long each takes.

1CSM Foundational Data Model3 topics · 17 min fast trackBusiness models, accounts and consumers, product models, install base, contracts and entitlements.
  1. 1Business Models, Accounts and Contacts6 min
  2. 2Product Models, Sold Products and Install Base6 min
  3. 3Contracts and Entitlements5 min
Read the chapter overview →
2CSM Configuration4 topics · 20 min fast trackThe case table and roles, routing and assignment with AWA, case types, and the channels customers use.
  1. 1CSM in ServiceNow5 min
  2. 2Routing and Assignment5 min
  3. 3Case Types5 min
  4. 4Channels5 min
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3Case Management3 topics · 15 min fast trackCase states, state flows, actions, tasks, escalations, major issues, the workspace, digests and service definitions.
  1. 1Case State Flows, Actions, Tasks and Escalations5 min
  2. 2Major Issue Management5 min
  3. 3CSM Workspace, Case Digests and Service Definitions5 min
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4CSM Workspace, Portals, Service Catalog, Analytics, and Reporting2 topics · 10 min fast trackOverview of CIS-CSM portals and catalog, special handling notes, SLAs, targeted communications and Platform Analytics, 8% of the exam questions.
  1. 1Portals and Service Catalog5 min
  2. 2Special Handling Notes, SLAs, Communications and Analytics5 min
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5CSM Best Practices and Knowledge Management2 topics · 10 min fast trackPlatform architecture, the end to end process, Now Create scoping, AQI, knowledge blocks, translation.
  1. 1Architecture, End to End Process and Project Scope5 min
  2. 2Knowledge Management for CSM5 min
Read the chapter overview →

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The full ServiceNow CIS-CSM question bank has 590 questions, with timed practice exams and an explanation for every answer.

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