CIS-CSM Official Certification Site
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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
| Section | Weight | Objectives |
|---|---|---|
| CSM Best Practices and Knowledge Management | 10% | - Article quality and search - CSM implementation best practices - Knowledge management functionality |
| CSM configuration | 38% | - CSM application setup - Supported communication channels - Case types configuration - Routing and assignment rules |
| Case management | 17% | - Case digests and service definitions - Major issue management - CSM workspace usage - Case actions, tasks, and escalations - Case state flows and lifecycle |
| CSM foundational data model | 27% | - Contracts and entitlements - Product models - Business models - Install base management |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform analytics and reporting tools - Special handling notes, SLAs, and targeted communications - Customer portals and service catalog setup |
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