ServiceNow Customer Service Management (CIS-CSM): Rome Delta

Exam Purpose and Audience

ServiceNow certified professionals are required to make sure they stay current with the latest and greatest features and functionality in a timely manner.

The ServiceNow CIS-CSM Rome Delta exam certifies that a participant has successfully understood the new features offered in the latest ServiceNow Release and how these interact with existing functionality. The ServiceNow CIS-CSM Delta exam is only available to currently certified individuals within 15 days after the Rome release’s general availability date.

Participants in the program will then have 90 days from the Delta exam release to successfully pass it to keep their credentials current and active. If you fail to pass this Delta exam in 90 days, your certification will expire.

Exam Scope

Engagement Methodology and Project Planning

• Project Phases

• Working with Clients

Customer Service Management System Setup and Configuration

• Overview of CSM Application

• CSM in ServiceNow

• CSM Setup

Customer Service Management Integration

• Integration Capabilities

• Integration with 3rd. Party Systems

CSM Portal, Knowledge Management, Service Catalogue, Communities and Performance Analytics

• CSM Portal

• Knowledge Management

• Service Catalogue

• Communities and Performance Analytics

Exam Preparation

ServiceNow CIS-CSM Delta exam is a non-proctored, timed exam consisting of approximately (10) questions. The Delta exam is designed to test on the specific topic area of the certification in three main areas:

• New features and functionality

• Updated or changed features and functionality

• Deprecated features

Once the exam starts, you will have 60 minutes to complete it.

Source Materials

Delta exam questions are based on the Rome Release Notes and product documentation that describe the updates to this release’s products and features.

Question Formats and Responses

• Multiple Choice (single answer):

For each multiple-choice question on the exam, there are at least four possible responses. You should review the response options and select the one response that most accurately answers the question.

• Multiple Select (select all that apply):

There are at least four possible responses for each multiple-select question on the exam with two or more correct responses. You should review the response options and select ALL responses that accurately answer the question. The question will state how many responses should be chosen.

Who this course is for:

• Existing users of ServiceNow Customer Service Management (CSM) applications
• ServiceNow users, customers, and partners
• Anyone looking to maintain their ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification