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Home › Courses › ServiceNow › ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)
ServiceNowSNCISCSM

ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)

We do not teach just for the test.Worked examples and real discussion, not a question bank. The exam is then delivered in the classroom — 98% pass it first time.
$2,430catalog price — your starting point
thinQflex™Tell us what you would like to pay for this class — in full, or across twelve monthly payments.
Next date
  • 16 Nov 2026Sterling, VA
Make your offerCourse datasheet (PDF)
3 daysconsecutive days
Live onlineor in the classroom
ProfessionalCustomer Service Management
40% labs60% lecture
24 monthsfree retakes

Course overview

Download the course datasheetThe full outline for ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM), as a PDF.
thinQtank® Learning is offering a unique three-day training camp comprised of three days of instructor-led learning that gives students the knowledge and skills needed to implement ServiceNow Customer Service Management: the CSM data model, configuration, case management, workspaces, portals and catalogs, analytics, and knowledge best practices.

The camp follows the exam outline ServiceNow publishes for this certification, with hands-on work in a ServiceNow Personal Developer Instance (PDI) throughout. CIS-CSM validates the skills to implement ServiceNow's customer service and CRM workflows.

ServiceNow and Now Platform are trademarks of ServiceNow, Inc.

This course prepares students to take the ServiceNow CIS - Customer Service Management exam.

What's included

13 items
thinQtank® Learning Accelerated Custom Exam Study Guide for the ServiceNow CIS - Customer Service Management exam
Hands-on lab guide for a ServiceNow Personal Developer Instance (PDI)
Custom and focused exam preparation software and materials
Course specific thinQtank® Learning publications to promote a fun and exciting learning
Membership to the thinQtank® Learning University Online
WE DO NOT "TEACH THE TEST" - Students will receive valuable examples and discussion
All courses taught by experienced ServiceNow-certified practitioners
Additional hours of remote lab access
Custom video recordings with even more in-depth learning of course topics
Customized practice exam software
Digital courseware
Retake any or all portions of the course as many times as you like in person or live on-line for 24 months
Six months mentoring access to our engineers after completing the course

What you'll be able to do

11 objectives
  • Explain CSM features, benefits and architecture
  • Manage accounts, contacts, contracts, entitlements and install base
  • Configure case types and service definitions
  • Resolve issues with cases, escalations and major issue management
  • Use the CSM Configurable Workspace and Advanced Work Assignment
  • Track process health with CSM analytics
  • CSM Foundational Data Model: Accounts and contacts; install base; contracts and entitlements
  • CSM Configuration: Case types; service definitions; Advanced Work Assignment
  • Case Management: Case lifecycle; escalation; major issue management
  • CSM Workspace, Portals, Service Catalog, Analytics and Reporting: Configurable workspace; customer portal; dashboards
  • CSM Best Practices and Knowledge Management: Knowledge; implementation best practice

The exam

90minutes to complete
  • ServiceNow CIS - Customer Service Management
  • Exam fee set by ServiceNow: $450 USD per attempt (retakes $225)
  • ServiceNow does not publish a passing score - we work to the official exam blueprint
  • Exams are scheduled through ServiceNow University and taken online proctored or at a testing center - we help you schedule your attempt

Who it's for, and what you need first

Target Audience

  • CSM and ServiceNow administrators
  • Technical and solution consultants
  • Implementation project managers
  • Service members, veterans and military spouses using AF COOL, Army Credentialing Assistance, MyCAA or VET TEC 2.0

Prerequisites

  • No certification prerequisite - Certified System Administrator recommended

How it's delivered

Instructor-Led Training
Immersive Live-Online Training
On-Site and Custom Delivery

Dates and locations

22 scheduled
Prices shown are MSRP. Qualified military personnel funding through Air Force COOL, Army Credentialing Assistance, MyCAA or VET TEC 2.0 pay a flat $1,500 per class, whatever the listed price. Everyone else — call 855-868-4467 about group pricing, discounts and current promotions.