ServiceNow CIS-CSM日本語 Exam : ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版)

CIS-CSM日本語
  • Exam Code: CIS-CSM-JPN
  • Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版)
  • Updated: Sep 14, 2026
  • Q & A: 261 Questions and Answers

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About ServiceNow CIS-CSM日本語 Exam

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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.

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  • Key Performance Indicators and Benchmarks
  • Value proposition
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For more info read reference:

CIS-CSM Official Certification Site

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.

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ServiceNow CIS-CSM日本語 Exam Syllabus Topics:

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

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