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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.
Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.
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Certification Path of ServiceNow Certified CIS CSM
ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam:
- ServiceNow Platform Implementation
- Customer Service Management Implementation
- Get Started with Now Create
- ServiceNow Fundamentals
- CMDB Fundamentals
- Customer Service Management Fundamentals
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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ServiceNow CIS-CSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special handling notes, SLAs, and targeted communications - Customer portals and service catalog setup - Platform analytics and reporting tools |
| Topic 2: Case management | 17% | - Major issue management - Case actions, tasks, and escalations - Case state flows and lifecycle - Case digests and service definitions - CSM workspace usage |
| Topic 3: CSM configuration | 38% | - Case types configuration - CSM application setup - Supported communication channels - Routing and assignment rules |
| Topic 4: CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Article quality and search - Knowledge management functionality |
| Topic 5: CSM foundational data model | 27% | - Contracts and entitlements - Install base management - Business models - Product models |
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