Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版)
Certification Provider: ServiceNow
Corresponding Certification: CIS-Customer Service Management

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Updated: Sep 11, 2026

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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.

Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

Proven Practices for Implementation
Baseline Application Functionality
Business Cases / Use Cases
Architecture and Security

ServiceNow CIS-CSM日本語 Exam Overview:

Certification Vendor:	ServiceNow
Exam Name:	ServiceNow Certified Implementation Specialist - Customer Service Management
Exam Number:	CIS-CSM
Available Languages:	Japanese, English
Exam Price:	USD $450
Exam Format:	Multiple Choice, Multiple Select
Certificate Validity Period:	Requires renewal through ServiceNow delta exams each release cycle
Related Certifications:	ServiceNow Certified System Administrator (CSA) Customer Service Management Implementation
Real Exam Qty:	60
Exam Duration:	90 minutes
Passing Score:	Pass or Fail
Sample Questions:	ServiceNow CIS-CSM日本語 Sample Questions
Exam Way:	Online proctored exam or onsite testing through Pearson VUE
Pre Condition:	ServiceNow recommends completing Customer Service Management Fundamentals and Customer Service Management Implementation training. ServiceNow Certified System Administrator (CSA) knowledge is highly recommended.
Official Syllabus URL:	https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-customer-service-management

Who should take the ServiceNow Certified CIS CSM

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

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

ServiceNow CIS-CSM日本語 Exam Syllabus Topics:

Section	Weight	Objectives
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting	8%	- Platform Analytics and Reporting 1. Performance Analytics 2. Dashboards - Portals and Service Catalog 1. Catalog Integration 2. Customer Portal Configuration - Special Handling Notes, SLAs, and Targeted Communications 1. SLA Management 2. Customer Notifications
Case Management	17%	- Case Digests and Service Definitions 1. Service Definitions 2. Digest Configuration - CSM Workspace 1. Agent Productivity 2. Workspace Navigation - Major Issue Management 1. Major Case Handling 2. Communication Management - Case State Flows 1. State Transitions 2. Case Lifecycle - Case Actions, Tasks, and Escalations 1. Task Management 2. Escalation Handling
CSM Best Practices and Knowledge Management	10%	- Knowledge Management 1. Knowledge Functionality Overview 2. Bulk Translations 3. Knowledge Blocks and Search 4. Article Quality Index - CSM Best Practices 1. Defining Project Scope 2. Customer Service End-to-End Processes 3. ServiceNow Architecture
CSM Foundational Data Model	27%	- Business Models 1. Consumer and Partner Models 2. Account and Contact Management - Product Models 1. Installed Products 2. Product Definitions - Contracts and Entitlements 1. Support Contracts 2. Entitlement Definitions - Install Base Management 1. Configuration Tracking 2. Asset Relationships
CSM Configuration	38%	- CSM in ServiceNow 1. Plugin Activation 2. Application Configuration - Routing and Assignment 1. Work Queues 2. Assignment Rules - Channels 1. Email Channel 2. Chat and Portal Channel - Case Types 1. Customer Cases 2. Consumer Cases

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