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
- Baseline Application Functionality
- Architecture and Security
- Business Cases / Use Cases
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
ServiceNow CIS-CSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case management | 17% | - Case actions, tasks, and escalations - Case state flows and lifecycle - Case digests and service definitions - Major issue management - CSM workspace usage |
| Topic 2: CSM configuration | 38% | - Supported communication channels - Case types configuration - Routing and assignment rules - CSM application setup |
| Topic 3: CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Knowledge management functionality - Article quality and search |
| Topic 4: CSM foundational data model | 27% | - Contracts and entitlements - Product models - Install base management - Business models |
| Topic 5: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special handling notes, SLAs, and targeted communications - Platform analytics and reporting tools - Customer portals and service catalog setup |
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