CIS-CSM
1CSM foundational data model
27%
2CSM configuration
38%
3Case management
17%
4CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
8%
5CSM Best Practices and Knowledge Management
10%
Exam guide · CIS-CSM
ServiceNow Implementation Specialist – Customer Service Management exam guide
The CIS-CSM exam has 60 questions and takes 90 minutes. ServiceNow doesn’t publish a passing score. It costs $450 (before customer and partner discounts). ServiceNow hasn’t announced a retirement date.
Last updated
The exam at a glance
ServiceNow Implementation Specialist – Customer Service Management (CIS-CSM)
- Questions
- 60
- Time
- 90 min
- Passing score
- Not published by ServiceNow
- ServiceNow shows results as a conditional pass or fail
- ServiceNow’s exam blueprints
- Recommended experience
- Hands-on implementing CSM
- Level
- Implementation Specialist
- Role
- CSM Implementer
- Upkeep
- Yearly delta
- Exam code
- CIS-CSM
From ServiceNow’s own pages, checked every week (last on November 7, 2026). The cost is checked every week too. How we check our facts
Versions and dates
What’s changing, and when
ServiceNow hasn’t announced a retirement date for CIS-CSM. We check ServiceNow’s site every week, and this page changes the day it does.
Exam domains
What the exam covers
Each domain’s share of the exam, as ServiceNow publishes it. Spend your study time in the same proportion.
Prepare
Start on ServiceNow CIS-CSM today
Free tools to find your weak domains and plan your weeks, then full practice exams in OpenpassAI.
Free practice test
10 CIS-CSM questions
Original questions across the exam’s domains, each with an explanation, and your score by domain.
Take the testFree study plan
A week-by-week plan
Pick your exam date and weekly hours, and get a plan weighted like the domains above.
Make my planServiceNow certifications
Where Customer Service Management fits
Every ServiceNow certification on one map, with each exam’s facts checked weekly.
See the ServiceNow page
Take it further in OpenpassAI
Full ServiceNow CIS-CSM practice exams
Timed exams weighted like the real one, an AI tutor that explains every answer, and a readiness score for each domain.
FAQs
Got Questions? We’ve Got Answers.
Find quick answers or contact our support team.
How many questions are on the ServiceNow Implementation Specialist – Customer Service Management exam?
The CIS-CSM exam has 60 questions, and you get 90 minutes.
What is the passing score for ServiceNow Implementation Specialist – Customer Service Management?
ServiceNow doesn’t publish a passing score for CIS-CSM. ServiceNow shows results as a conditional pass or fail.
How much does the ServiceNow Implementation Specialist – Customer Service Management exam cost?
$450 (before customer and partner discounts). Check ServiceNow’s site for the price in your country.
When does CIS-CSM retire?
ServiceNow hasn’t announced one yet. We check ServiceNow’s site every week, and this page changes the day it does.
What experience do I need for ServiceNow Implementation Specialist – Customer Service Management?
ServiceNow recommends hands-on implementing CSM. It isn’t required to sit the exam.
How should I study for ServiceNow Implementation Specialist – Customer Service Management?
Weight your time like the exam: CSM configuration carries the most (38%). Take the free practice test to find your weakest domains, make a study plan around them, and before you book, sit full-length timed practice exams until you pass them comfortably.
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