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Updated: Aug 23, 2026
No. of Questions: 261 Questions & Answers with Testing Engine
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CIS-CSM Practice Q&A's
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For more info read reference:
CIS-CSM Official Certification Site
ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management Exam |
| Exam Number: | CIS-CSM |
| Certificate Validity Period: | 1 year, requires annual maintenance |
| Exam Price: | $315 USD |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Exam Format: | Multiple Choice (single answer), Multiple Select (multiple answers) |
| Passing Score: | Predetermined cut score, approximately 70% |
| Exam Duration: | 90 minutes |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) |
| Recommended Training: | Customer Service Management Essentials ServiceNow Administration Fundamentals |
| Exam Registration: | Official Exam Registration |
| Sample Questions: | ServiceNow CIS-CSM Sample Questions |
| Exam Way: | Online proctored (OnVUE) or onsite at Pearson VUE test centers |
| Pre Condition: | ServiceNow Certified System Administrator (CSA) certification required; recommended 6–12 months hands-on CSM implementation experience |
| Official Syllabus URL: | https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-customer-service-management?id=kb_article_view&sys_kb_id=3593762683fcf6100593bcffeeaad31a |
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
- Types of questions: Performance Based Questions
- Examination Name: ServiceNow Certified CIS CSM
- Passing Score: 60% or higher
- No of Questions: 85 Questions
- Length of Exam: 85 min
- Examination Fees: $400 USD
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case management | 17% | - Case actions, tasks, and escalations - Case digests and service definitions - CSM workspace usage - Case state flows and lifecycle - Major issue management |
| CSM foundational data model | 27% | - Product models - Business models - Contracts and entitlements - Install base management |
| CSM configuration | 38% | - Case types configuration - Supported communication channels - Routing and assignment rules - CSM application setup |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications - Platform analytics and reporting tools |
| CSM Best Practices and Knowledge Management | 10% | - Knowledge management functionality - Article quality and search - CSM implementation best practices |
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Frequently Asked Questions
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Online Test Engine can supports Windows / Mac / Android / iOS, etc., because it is the software based on WEB browser. You can use it on any electronic device and practice with self-paced.
Online Test Engine supports offline practice, while the precondition is that you should run it with the internet at the first time.
Self Test Engine is suitable for windows operating system, running on the Java environment, and can install on multiple computers.
PDF Version: can be read under the Adobe reader, or many other free readers, including OpenOffice, Foxit Reader and Google Docs.
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