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How to Prepare For ServiceNow Certified CIS CSM

Preparation Guide for ServiceNow Certified CIS CSM

Introduction to ServiceNow Certified CIS CSM

ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.

Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.

The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.

The Certified Implementation Specialist - Customer Service Management 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.

ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.

SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for 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.

ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.

ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.

It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.

In order to survive better in society, we must understand the requirements of society for us. In addition to theoretical knowledge, we need more practical skills. After we use CIS-CSM practice guide, we can get the certification faster, which will greatly improve our competitiveness. Of course, your gain is definitely not just a certificate. Our study materials will change your working style and lifestyle. You will work more efficiently than others. CIS-CSM training materials: ServiceNow Certified Implementation Specialist - Customer Service Management Exam can play such a big role. What advantages does it have? You can spend a few minutes looking at the following introduction.

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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
  • Architecture and Security
  • Business Cases / Use Cases
  • Baseline Application Functionality

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

ServiceNow CIS-CSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: CSM Foundational Data Model27%- Contracts and Entitlements
  • 1. Support Contracts
  • 2. Entitlement Definitions
- Install Base Management
  • 1. Asset Relationships
  • 2. Configuration Tracking
- Business Models
  • 1. Consumer and Partner Models
  • 2. Account and Contact Management
- Product Models
  • 1. Installed Products
  • 2. Product Definitions
Topic 2: Case Management17%- Case Actions, Tasks, and Escalations
  • 1. Escalation Handling
  • 2. Task Management
- Case Digests and Service Definitions
  • 1. Digest Configuration
  • 2. Service Definitions
- Case State Flows
  • 1. State Transitions
  • 2. Case Lifecycle
- Major Issue Management
  • 1. Communication Management
  • 2. Major Case Handling
- CSM Workspace
  • 1. Agent Productivity
  • 2. Workspace Navigation
Topic 3: CSM Configuration38%- Routing and Assignment
  • 1. Work Queues
  • 2. Assignment Rules
- Case Types
  • 1. Customer Cases
  • 2. Consumer Cases
- Channels
  • 1. Chat and Portal Channel
  • 2. Email Channel
- CSM in ServiceNow
  • 1. Application Configuration
  • 2. Plugin Activation
Topic 4: CSM Best Practices and Knowledge Management10%- CSM Best Practices
  • 1. Defining Project Scope
  • 2. ServiceNow Architecture
  • 3. Customer Service End-to-End Processes
- Knowledge Management
  • 1. Knowledge Blocks and Search
  • 2. Article Quality Index
  • 3. Bulk Translations
  • 4. Knowledge Functionality Overview
Topic 5: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting8%- Platform Analytics and Reporting
  • 1. Performance Analytics
  • 2. Dashboards
- Special Handling Notes, SLAs, and Targeted Communications
  • 1. Customer Notifications
  • 2. SLA Management
- Portals and Service Catalog
  • 1. Catalog Integration
  • 2. Customer Portal Configuration

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