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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.
$2,430MSRP per seat
$1,500with military fundingAF COOL · Army CA · MyCAA
Name your pricethinQflex™ — tell us what you can payIn full, or across twelve monthly payments
Next dates
  • Nov 16–18Sterling, VA
  • Dec 14–16Atlanta, GA
  • Jan 4–6Burbank, CA
Request informationSee all 22 datesCourse 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
DatesLocationStatus
Mon Nov 16 – Nov 18, 20263 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Dec 14 – Dec 16, 20263 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Jan 4 – Jan 6, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon Jan 11 – Jan 13, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Feb 8 – Feb 10, 20273 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Feb 22 – Feb 24, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon Mar 8 – Mar 10, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Apr 5 – Apr 7, 20273 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Apr 12 – Apr 14, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon May 3 – May 5, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Jun 7 – Jun 9, 20273 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Jun 21 – Jun 23, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon Jun 28 – Jun 30, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Jul 26 – Jul 28, 20273 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Aug 2 – Aug 4, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon Aug 23 – Aug 25, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Sep 20 – Sep 22, 20273 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Sep 27 – Sep 29, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon Oct 18 – Oct 20, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Mon Nov 15 – Nov 17, 20273 daysAtlanta, GA431 Marietta St NWOpenRequest info
Mon Nov 29 – Dec 1, 20273 daysBurbank, CA3301 N San Fernando BlvdOpenRequest info
Mon Dec 13 – Dec 15, 20273 daysSterling, VA21481 Ridgetop CirOpenRequest info
Guaranteed to run means the class goes ahead whatever the enrollment.
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.