ServiceNow

Certified Implementation Specialist

– Customer Service Management
(CSM)
Exam Specification
Madrid Release – Updated March 14th, 2019

© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Introduction
The ServiceNow Certified Implementation Specialist – Customer Service Management
(CIS – CSM) Exam Specification defines the purpose, audience, testing options, exam
content coverage, test framework, and prerequisites to become CIS - CSM certified.

Exam Purpose
The 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.

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

Exam Preparation
Exam questions are based on official ServiceNow training materials, the ServiceNow
documentation site, and the ServiceNow developer site. Study materials posted
elsewhere online are not official and should not be used to prepare for the examination
Prerequisite ServiceNow Training Path
ServiceNow requires the completion of the following prerequisite training course(s) in
preparation for the CIS - CSM exam. Information provided in the following ServiceNow
training course(s) contain source material for the exam.

• Customer Service Management Fundamentals

• Customer Service Management Implementation - *Upon completion, the
candidate will be issued a voucher code to register for the CIS - CSM exam.

Recommended Knowledge & Education

ServiceNow recommends completion of the following Training Course(s) and

Certification(s) in preparation for the exam.

• ServiceNow Fundamentals
• SIM Fundamentals
• ServiceNow Platform Implementation
• CSM Fundamentals

© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Additional Resources

In addition to the above, the candidate may find the following additional resources
valuable in preparation for the exam.

• Documentation and Release Notes

Additional Recommended Experience

• Six months field experience participating in ServiceNow deployment

projects or maintaining ServiceNow instances
• Practical knowledge about Customer Services Processes and
knowledge of Case workflows
• General familiarity with industry terminology, acronyms, and initialisms

Exam Scope
Exam content is divided into Learning Domains that correspond to key topics and
activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.

The following table shows the learning domains, weightings, and sub-skills measured by
this exam and the percentage of questions represented in each domain. The listed sub-
skills should NOT be considered an all-inclusive list of exam content.

Learning Domain % of Exam

1 Engagement Methodology and Project Planning 10

Project Phases

Working with Clients

Team Responsibilities

2 Customer Service Management System Setup and 50

Configuration

Overview of CSM Application

CSM in ServiceNow

CSM Setup

© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 3 Customer Service Management Integration 5

Integration Capabilities

Integration with 3rd Party Systems

Migration of Historical Case Records

4 CSM Portal, Knowledge Management, Service Catalog, 35

Communities and Performance Analytics

CSM Portal

Knowledge Management

Service Catalog

Communities and Performance Analytics

Total 100%

Exam Registration
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.

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.

© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
NOTE: A special accommodation version of the exam is available. Contact
certification@servicenow.com for more information. Depending on the
accommodation, there may be a 30-day lead time before testing.

Exam Structure
The exam consists of {30-75} questions. For each question on the examination, there are
multiple possible responses. The person taking the exam reviews the response options
and selects the most correct answer to the question.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the exam reviews the response options and selects the
one response most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible
responses. The question will state how many responses should be selected. The
candidate taking the exam reviews the response options and selects ALL responses that
accurately answer the question. Multiple-select questions have two or more correct
responses.

Exam Results
After completing and submitting the exam, a pass or fail result is immediately
calculated and displayed to the candidate. More detailed results are not provided to
the candidate.

Exam Retakes
If a candidate fails to pass an exam, they may register to take the exam again up to
three more times for a cost of $75.

© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Sample Question(s)
Sample Item #1:

When does UAT testing usually happen?

A. A week before go-live

B. A week after go-live
C. 2-3 weeks before go-live
D. 4-6 weeks before go-live

Answer: D

Sample Item #2:

What is the final state of a case?

A. Resolved
B. Resolution Accepted
C. Completed
D. Closed

Answer: D

Sample Item #3:

What can be customized in the Quick Setup tab of the Branding Editor?

A. Theme Colors
B. Text Colors
C. Portal Title
D. Navbar

Answer: C

© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.