Try and practice the latest ServiceNow : CIS-CSM real questions & answers
Updated: Aug 01, 2026
No. of Questions: 261 Questions & Answers with Testing Engine
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ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management Exam |
| Exam Number: | CIS-CSM |
| Exam Duration: | 90 minutes |
| Certificate Validity Period: | 1 year, requires annual maintenance |
| Real Exam Qty: | 60 |
| Exam Format: | Multiple Choice (single answer), Multiple Select (multiple answers) |
| Passing Score: | Predetermined cut score, approximately 70% |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) |
| Exam Price: | $315 USD |
| Available Languages: | English |
| Recommended Training: | ServiceNow Administration Fundamentals Customer Service Management Essentials |
| 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 |
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
- Implementation solutions that work in conjunction with baseline application functionality
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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.
Sample Questions
Sample Item - Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Assignment Group, Work Notes, and related Problem
- Assignment Group and Work Notes
- Work Notes
- No updates are made to child Incidents
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- ProblemV2Util script include
- Create Problem UI action
- ProblemUtils script include
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The CI is not in the maintenance window
- Existing scheduled changes to the CI
- The changes schedule does not give appropriate lead time
- The change scheduled is outside of business hours
- The change schedule is during blackout periods
Sample Item - Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Search Log [ts_query_kb]
- Knowledge Feedback [kb_feedback]
- Knowledge [kb_knowledge]
- Knowledge Use [kb_use]
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- current.variable_name
- g_form.getVariable(‘variable_name')
- g_form.getReference(‘variable_name')
- producer.variable_name
Sample Item - Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Change Control
- Support Group
- Assignment Group
- Managed By
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Best Practices and Knowledge Management | 10% | - Article quality and search - CSM implementation best practices - Knowledge management functionality |
| Topic 2: CSM foundational data model | 27% | - Install base management - Contracts and entitlements - Product models - Business models |
| Topic 3: CSM configuration | 38% | - Case types configuration - Supported communication channels - CSM application setup - Routing and assignment rules |
| Topic 4: Case management | 17% | - Major issue management - Case digests and service definitions - Case state flows and lifecycle - CSM workspace usage - Case actions, tasks, and escalations |
| Topic 5: 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 |
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