CIS-CSM ServiceNow Customer Service Certification Crash Course

Comprehensive ServiceNow CIS-CSM Exam Prep with Latest Questions, In-Depth Explanations, Visual Guides, and Reference Links

What you will learn from this course

• Understanding the foundational concepts of ServiceNow Customer Service Management (CSM) module
• Configuring CSM components, including case management, routing, and assignment rules
• Navigating the CSM workspace and utilizing dashboards for performance analytics
• Managing contracts, entitlements, and product models within the CSM framework
• Implementing portals, service catalog items, knowledge articles, and community engagement
• Developing skills to handle escalations, major issues, and service-level agreements effectively
• Leveraging ServiceNow documentation and resources to enhance practical knowledge
• Preparing efficiently for the CIS-CSM exam with real-world scenario-based practice

Learning Objectives

The primary objective of this course is to provide comprehensive training to help learners master the ServiceNow Customer Service Management module and achieve CIS-CSM certification. By the end of this course, learners will be able to:

• Understand the CSM data model and its relationship with business and product models
• Configure CSM system settings to meet business requirements
• Apply routing and assignment rules for effective case management
• Manage case types, channels, and workflows to improve customer service efficiency
• Utilize the CSM workspace to monitor and manage cases effectively
• Create and manage knowledge base articles, service catalog items, and portals
• Apply performance analytics to measure and enhance customer service outcomes
• Prepare for the CIS-CSM exam with confidence using updated practice questions and explanations

Target Audience

This course is designed for IT professionals and ServiceNow practitioners who want to deepen their expertise in Customer Service Management. The target audience includes:

• ServiceNow Administrators seeking to expand their skills and improve operational efficiency
• ServiceNow Implementers responsible for configuring and deploying CSM solutions
• Developers aiming to gain practical knowledge of the CSM module and its configurations
• IT professionals preparing for the CIS-CSM certification to advance their careers in ServiceNow
• Business analysts and consultants involved in customer service transformation initiatives

Overview

ServiceNow Customer Service Management provides a comprehensive framework for managing customer interactions, cases, and support processes efficiently. The CIS-CSM certification validates a professional's knowledge and expertise in configuring, implementing, and maintaining ServiceNow CSM solutions.

This course covers all major aspects of the CSM module, starting from the foundational data model to advanced configuration and analytics. Learners will gain practical insights into case management workflows, channels, and escalation procedures. By following step-by-step explanations and referencing official ServiceNow materials, learners will develop a solid understanding of the CSM system and its capabilities.

The course also emphasizes hands-on learning and scenario-based exercises. Learners will explore real-world examples of routing and assignment rules, major issue management, and SLA implementation. Practical exercises will reinforce conceptual understanding and prepare students for exam-like questions.

Participants will also become familiar with CSM portals, knowledge management, service catalog items, and community engagement. Understanding these components is essential for creating a seamless and efficient customer service experience. The course will guide learners through setting up portals, creating knowledge articles, configuring catalogs, and managing community interactions.

Performance analytics is another key focus area of the course. Learners will explore dashboards, reports, and targeted communications to monitor customer service metrics. These tools help organizations track performance, identify bottlenecks, and implement continuous improvements in service delivery.

Throughout the course, learners will gain insights into the latest updates for the ServiceNow Yokohama 2025 release. These updates include enhancements to case management, routing, reporting, and integration capabilities. Understanding these updates ensures learners are prepared for the most recent version of the CIS-CSM exam.

The course emphasizes a structured approach to learning. Each module is designed to build on the previous concepts, gradually advancing from foundational knowledge to practical application. Learners will not only understand theoretical concepts but also gain the skills needed to configure and manage CSM solutions effectively.

Practical exercises include real-world scenarios, helping learners apply their knowledge in realistic settings. By simulating common customer service challenges, learners can develop problem-solving skills and gain confidence in handling complex cases. The course also highlights best practices and recommended approaches for implementing CSM solutions.

Another important aspect of the course is the integration of knowledge management and service catalog functionality. Learners will understand how to create and manage knowledge articles, categorize and tag content, and configure service catalog items for easy access by users. These skills are crucial for streamlining service delivery and providing self-service options to customers.

The course also covers community engagement, teaching learners how to manage forums, discussion boards, and customer interactions. Effective use of community features can reduce case volume, improve customer satisfaction, and provide valuable insights into customer needs.

This training program is designed to be comprehensive yet accessible. Learners with basic ServiceNow experience can quickly grasp the concepts, while more experienced professionals can refine their skills and gain advanced knowledge. The inclusion of updated practice questions and detailed explanations ensures that learners can evaluate their understanding and track progress throughout the course.

The course concludes by providing learners with strategies to prepare efficiently for the CIS-CSM exam. Emphasis is placed on understanding exam patterns, practicing scenario-based questions, and reviewing key concepts using official ServiceNow resources. By following this structured approach, learners can maximize their chances of achieving certification success.

Prerequisites

To make the most of this course, learners should have a basic understanding of ServiceNow and its platform capabilities. Prior experience with system administration, workflows, and basic configuration in ServiceNow will be helpful. Familiarity with IT service management concepts, case management, and knowledge management is recommended but not mandatory.

A willingness to explore official ServiceNow documentation and developer resources will enhance the learning experience. Learners are encouraged to practice configuration tasks in a ServiceNow instance to reinforce concepts and gain hands-on experience.

This course is designed to support learners at multiple levels, from beginners seeking foundational knowledge to professionals aiming for CIS-CSM certification. By combining theoretical explanations, practical exercises, and updated practice questions, the course ensures comprehensive preparation for the ServiceNow Customer Service Management exam.

Course Modules / Sections

This course is organized into carefully structured modules that cover all essential aspects of ServiceNow Customer Service Management (CSM). Each module is designed to progressively build learners’ knowledge, from foundational concepts to advanced configuration and management skills. The modules ensure comprehensive coverage of all topics relevant to the CIS-CSM certification and real-world implementation scenarios.

The course begins with an introduction to the CSM foundational data model, exploring business models, product models, contracts, and entitlements. Understanding the data model is critical as it forms the backbone of all configurations and processes in the CSM module. Learners will examine relationships between customers, accounts, and service offerings, gaining clarity on how data structures influence workflows and reporting.

The next module focuses on Customer Service Management system setup and configuration. This module dives into the practical steps required to implement CSM in ServiceNow, including system properties, roles, and permissions. Learners will explore routing and assignment rules, case types, channels, and automated workflows. Emphasis is placed on creating efficient processes that align with organizational requirements, ensuring cases are handled quickly and accurately.

Case management is covered in the following module. This section provides in-depth knowledge of case lifecycle management, including state flows, major issue management, and case digests. Learners will understand how to configure tasks, actions, and escalations within the CSM workspace. This module also introduces best practices for managing high-priority or complex cases and ensuring timely resolution while maintaining service quality.

The course then moves to CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics. Learners will gain hands-on experience designing portals, creating service catalog items, configuring knowledge articles, and enabling community engagement. Performance analytics and reporting are integrated to help learners track key metrics, monitor team performance, and identify areas for process improvement.

In addition to these core modules, the course includes specialized sections focusing on advanced topics such as SLA management, targeted communications, and custom workflow configurations. These sections help learners develop expertise in optimizing CSM processes and delivering exceptional customer service experiences.

The final modules include practice exercises, mock exams, and scenario-based case studies. Learners are provided with more than 240 practice questions reflecting the latest CIS-CSM exam updates. Each question comes with detailed explanations and references to official ServiceNow materials to reinforce learning and ensure exam readiness.

Key Topics Covered

This course covers a wide range of key topics to prepare learners thoroughly for the CIS-CSM certification exam and real-world CSM implementation.

The first key topic is the CSM foundational data model. Learners will explore business models, product models, install base management, and contracts and entitlements. Understanding these components is essential for configuring and managing cases, accounts, and customer interactions effectively.

The second topic focuses on system setup and configuration. This includes configuring CSM in ServiceNow, understanding system roles and permissions, setting up routing and assignment rules, and managing case types and communication channels. Learners will gain practical skills to ensure that cases are automatically assigned, prioritized, and routed to the appropriate teams.

Case management is a critical topic. Learners will explore case state flows, major issue management, case digests, service definitions, and the use of the CSM workspace. Configuring case actions, tasks, and escalations is also covered to help ensure that cases progress smoothly through their lifecycle and that high-priority issues are addressed promptly.

Portals, Knowledge Management, Service Catalog, Communities, and Performance Analytics form another significant topic. Learners will develop skills to create and manage self-service portals, build knowledge base articles, configure service catalog items, and engage with communities to resolve customer issues. Performance analytics and reporting help track customer service metrics, measure team performance, and identify opportunities for improvement.

Advanced topics include SLA configuration, major issue and escalation workflows, and targeted communications. Learners will explore how to implement SLAs to meet business requirements, automate notifications, and provide personalized communications to customers. These topics help enhance service quality and ensure compliance with organizational standards.

Practical exercises and mock exams reinforce all key topics. Learners will practice scenario-based questions designed to simulate real-world CSM challenges. Each exercise includes detailed explanations and step-by-step guidance, helping learners solidify their understanding and apply knowledge in practical situations.

Teaching Methodology

This course employs a blended teaching methodology designed to maximize understanding and retention. The approach combines theoretical explanations with hands-on exercises, real-world scenarios, and interactive content. Each concept is introduced clearly, followed by practical demonstrations and guided exercises in ServiceNow instances.

Interactive lectures form the foundation of the teaching methodology. Learners are presented with concepts, workflows, and configurations in a step-by-step manner. Visual aids, screenshots, and annotated examples help illustrate complex processes, making it easier to grasp both the logic and implementation of CSM functionality.

Hands-on exercises are integrated into every module. Learners practice configuring the system, setting up routing rules, managing cases, and building portals. These exercises reinforce learning, provide practical experience, and help develop problem-solving skills. By working directly in ServiceNow instances, learners can experiment safely and gain confidence in real-world scenarios.

Scenario-based learning is another key methodology used in this course. Learners are presented with real-world business challenges and guided through problem-solving approaches. This helps develop critical thinking, decision-making skills, and the ability to apply knowledge to various customer service scenarios.

Continuous assessment and feedback are incorporated throughout the course. Learners receive explanations for practice questions, guidance on best practices, and tips to improve efficiency. The feedback helps learners identify areas of improvement, focus on weaker topics, and track their progress as they advance through the modules.

The course also emphasizes self-directed learning. Learners are encouraged to explore ServiceNow documentation, developer resources, and community discussions. This approach promotes a deeper understanding of the platform and encourages continuous learning beyond the course materials.

Collaborative learning is supported through discussions and group activities. Learners can share insights, troubleshoot issues together, and learn from each other’s experiences. This interaction enhances knowledge retention and provides exposure to different perspectives and implementation approaches.

Assessment & Evaluation

Assessment and evaluation in this course are designed to ensure learners are fully prepared for the CIS-CSM certification exam and can apply their skills effectively in real-world settings.

Practice questions form the primary mode of assessment. With over 240 questions reflecting the latest exam patterns, learners can test their knowledge and identify areas that require further review. Each question includes detailed explanations, references, and visual guides where applicable.

Scenario-based exercises provide an additional layer of evaluation. Learners are presented with real-world business situations, including case management challenges, routing configurations, and portal setups. They must apply their knowledge to resolve issues, configure processes, and implement best practices. These exercises ensure learners develop practical skills alongside theoretical knowledge.

Formative assessments are conducted throughout each module. Short exercises, quizzes, and guided tasks help learners track their progress and reinforce learning. Immediate feedback is provided to clarify concepts, correct mistakes, and highlight key takeaways.

Summative evaluation is conducted at the end of each module through comprehensive mock exams. These exams simulate the CIS-CSM certification test environment, including multiple choice and multiple select question formats. Learners can practice time management, understand question patterns, and build confidence for the official exam.

Performance analytics are integrated into the evaluation process. Learners can track their scores, monitor improvement over time, and focus on areas that need attention. This data-driven approach ensures targeted preparation and increases the likelihood of certification success.

Learners are also encouraged to review official ServiceNow resources, including training materials, documentation, and developer guides. Incorporating these resources into assessment preparation helps reinforce learning, provide clarity on complex topics, and ensure alignment with the latest updates in the Yokohama 2025 release.

The course concludes with a comprehensive review of all key topics, practice questions, and scenario exercises. This final assessment consolidates knowledge, identifies gaps, and ensures learners are confident and prepared for both the exam and real-world CSM implementation.

The evaluation process in this course is continuous, practical, and designed to foster mastery of ServiceNow Customer Service Management. By combining practice questions, hands-on exercises, scenario-based learning, and feedback, learners develop a robust understanding of the module, gain practical experience, and achieve readiness for CIS-CSM certification.

This teaching and assessment approach ensures that learners not only pass the CIS-CSM exam but also acquire the skills and confidence to implement, manage, and optimize ServiceNow Customer Service Management solutions in their organizations.

Benefits of the Course

This course provides multiple benefits for learners who want to excel in ServiceNow Customer Service Management and achieve CIS-CSM certification. By enrolling, participants gain a comprehensive understanding of the CSM module and develop practical skills that can be directly applied in real-world environments.

One of the main benefits is acquiring in-depth knowledge of the ServiceNow CSM module. Learners understand foundational concepts, system setup, case management, knowledge management, portals, service catalogs, and performance analytics. This understanding enables professionals to implement and manage efficient customer service processes in their organizations.

The course also helps learners prepare effectively for the CIS-CSM certification exam. With updated practice questions, scenario-based exercises, and explanations aligned with the Yokohama 2025 release, learners can evaluate their knowledge, identify weak areas, and track progress. This targeted preparation increases the likelihood of passing the certification exam successfully.

Hands-on experience is another key benefit. The course includes practical exercises and guided configurations, allowing learners to work directly in ServiceNow instances. By performing real tasks, learners develop confidence and problem-solving skills, ensuring they can apply theoretical knowledge in real-world scenarios.

Time efficiency is improved as learners follow a structured, step-by-step approach. Modules are designed to progress logically, covering foundational topics first and then advancing to more complex configurations. This organized learning path reduces confusion, enhances comprehension, and ensures consistent skill development.

The course also provides an opportunity to develop best practices in customer service management. Learners explore optimized workflows, routing and assignment strategies, case management procedures, and escalation techniques. These practices help improve service quality, reduce resolution times, and enhance customer satisfaction.

Networking and collaborative learning are additional benefits. Learners can engage with peers, discuss implementation strategies, and share insights. Collaborative exercises and discussions provide exposure to multiple perspectives, helping learners learn from real-world experiences and expand their professional knowledge.

Another important advantage is the emphasis on performance analytics. Learners acquire the ability to monitor customer service metrics, analyze trends, and generate actionable insights. This skill is essential for organizations aiming to optimize service delivery, enhance team performance, and make data-driven decisions.

Finally, the course enhances career prospects. CIS-CSM certification is recognized globally as a benchmark of expertise in ServiceNow Customer Service Management. Professionals with this certification are better positioned for roles such as ServiceNow Administrator, Implementer, Developer, Consultant, and IT Service Manager.

Course Duration

The course is designed to provide comprehensive coverage while maintaining a manageable learning pace. On average, learners can expect to complete the course within four to six weeks, depending on their prior experience and time commitment.

Each module is structured to allow learners to absorb concepts thoroughly before moving on to more advanced topics. Learners can dedicate specific hours per week to lectures, hands-on exercises, and practice assessments. This flexible pacing ensures that participants can balance learning with professional or personal commitments.

Practical exercises are integrated into each module, and learners are encouraged to spend additional time on these exercises to gain hands-on experience. Working on real configurations, case management scenarios, and portal setups will reinforce understanding and enhance skill retention.

The practice exams included in the course are designed to simulate the actual CIS-CSM certification environment. Learners can allocate time to complete these mock exams, review detailed explanations, and revisit challenging topics. This iterative approach helps reinforce knowledge and ensures readiness for the final exam.

Self-directed learning is also encouraged, allowing learners to explore ServiceNow documentation, developer resources, and community articles alongside the structured modules. This approach enables participants to gain a deeper understanding of complex concepts and stay updated with the latest features and best practices in the Yokohama 2025 release.

For professionals with prior experience in ServiceNow, the course can be completed more quickly, focusing on advanced topics, scenario-based exercises, and exam preparation. Beginners or those new to CSM may require additional time to fully grasp foundational concepts and practice hands-on configurations.

Regular progress checks and self-assessments help learners manage their learning pace effectively. By monitoring progress through quizzes, exercises, and practice questions, participants can adjust their schedule, allocate more time to challenging areas, and ensure a comprehensive understanding of all course content.

Tools & Resources Required

To maximize learning and practical experience, learners are required to have access to certain tools and resources. These resources enable hands-on exercises, practice assessments, and real-world scenario simulations.

A ServiceNow instance is essential for practical exercises. Learners should have access to a personal or training instance where they can configure Customer Service Management features, manage cases, set up routing rules, create portals, and implement knowledge articles. A hands-on environment allows learners to experiment, practice, and reinforce theoretical knowledge.

Access to ServiceNow documentation and training materials is highly recommended. These resources provide detailed explanations of system functionality, best practices, and configuration guidelines. Learners can refer to official ServiceNow guides, developer documentation, and knowledge base articles to gain a deeper understanding of concepts and ensure accurate configurations.

A stable internet connection and a modern web browser are necessary for accessing the ServiceNow instance, online course modules, and digital resources. Learners should ensure their system meets the minimum technical requirements for smooth operation during hands-on exercises and online learning.

A notebook or digital tool for taking notes, documenting configurations, and tracking learning progress is helpful. Recording steps, observations, and key takeaways during practical exercises reinforces learning and provides a reference for future tasks or exam preparation.

Familiarity with basic IT concepts and ServiceNow platform navigation will enhance the learning experience. While not mandatory, prior experience with workflows, roles, permissions, and basic administration in ServiceNow can reduce the learning curve and allow learners to focus more on advanced CSM topics.

Collaboration tools may also be useful for learners participating in group exercises, discussions, or peer-to-peer learning activities. Engaging with other learners provides additional perspectives, solutions to common challenges, and exposure to different implementation approaches.

Regular access to practice questions and mock exams is recommended. Learners should dedicate time to complete practice assessments, review explanations, and revisit areas where errors occur. This iterative approach ensures knowledge reinforcement and readiness for the CIS-CSM certification exam.

By combining these tools and resources, learners can gain practical experience, reinforce theoretical knowledge, and prepare effectively for the CIS-CSM certification. Access to the right resources ensures a hands-on learning experience, enabling learners to confidently implement and manage ServiceNow Customer Service Management solutions in real-world scenarios.

This combination of structured modules, practical exercises, official documentation, and assessment tools provides a holistic learning environment. Learners not only acquire the knowledge required for certification but also develop the practical skills and confidence to excel in professional roles involving ServiceNow CSM.

Career Opportunities

Completing this ServiceNow CIS-CSM course opens up a wide range of career opportunities in the IT and customer service management domain. Professionals with CIS-CSM certification are recognized for their expertise in implementing, configuring, and managing ServiceNow Customer Service Management solutions, making them highly valuable to organizations worldwide.

One of the primary career paths is that of a ServiceNow Administrator. Administrators are responsible for managing the ServiceNow instance, configuring system properties, managing user roles and permissions, and ensuring that customer service processes are running efficiently. The knowledge gained in this course enables administrators to implement best practices, optimize workflows, and resolve configuration issues effectively.

Another career option is that of a ServiceNow Implementer. Implementers are tasked with deploying CSM solutions, configuring routing and assignment rules, setting up case management processes, and ensuring seamless integration with other ServiceNow modules. This course provides practical skills in scenario-based case management and workflow configuration, preparing learners to execute successful implementations in real-world projects.

ServiceNow Developers also benefit from CIS-CSM certification. Developers customize CSM applications, create custom workflows, and extend platform functionality to meet organizational requirements. Hands-on exercises, portal setups, knowledge management configurations, and scripting guidance in this course equip developers with the skills to design efficient solutions and enhance user experiences.

Consulting roles are another prominent career path. ServiceNow consultants advise organizations on best practices for customer service management, conduct requirement analysis, design solutions, and support implementation and optimization. Knowledge of CSM modules, performance analytics, and service catalog design enables certified professionals to provide strategic guidance and drive successful customer service transformations.

IT Service Managers and team leads can also leverage the CIS-CSM certification to improve operational efficiency and service quality. Understanding case management, SLAs, major issue handling, and analytics helps managers monitor performance, identify bottlenecks, and implement process improvements. The course’s focus on practical exercises, scenario-based learning, and analytics ensures that professionals can make data-driven decisions to optimize service delivery.

Customer experience roles also benefit from CIS-CSM certification. Organizations increasingly prioritize customer satisfaction, and certified professionals can design, manage, and optimize customer service processes that enhance the overall experience. Skills gained in portal design, community management, knowledge base creation, and SLA monitoring equip professionals to deliver seamless service interactions and contribute to organizational success.

Project managers working on ServiceNow initiatives can also apply the skills from this course. Understanding system configuration, workflows, and process optimization allows project managers to oversee CSM implementations effectively, allocate resources efficiently, and ensure projects meet timelines and objectives. Knowledge of routing, escalations, and performance analytics enhances their ability to manage projects successfully.

In addition to these specific roles, CIS-CSM certification adds value to a wide range of IT and business functions. Professionals in operations, support, and service delivery can leverage their expertise to streamline customer service operations, improve case resolution times, and enhance collaboration between teams. Certification demonstrates proficiency in ServiceNow CSM and a commitment to continuous professional development.

Global organizations increasingly adopt ServiceNow as a standard platform for IT service management and customer service operations. Certified professionals are in high demand across industries including IT services, healthcare, finance, telecommunications, and government agencies. CIS-CSM certification provides recognition of expertise and can lead to higher earning potential, career advancement, and opportunities to work on strategic initiatives.

The combination of technical knowledge, practical skills, and certification credibility positions learners for success in both individual contributor roles and leadership positions. By understanding CSM concepts, implementing best practices, and leveraging performance analytics, certified professionals can drive customer service excellence and make measurable contributions to organizational outcomes.

Conclusion

This ServiceNow CIS-CSM course provides a comprehensive learning experience designed to equip learners with the knowledge, skills, and confidence to excel in Customer Service Management and achieve certification. The course covers foundational concepts, advanced configuration techniques, case management strategies, portal and knowledge management, service catalog design, community engagement, and performance analytics.

Through structured modules, hands-on exercises, and scenario-based learning, participants gain practical experience and develop problem-solving skills that can be applied in real-world environments. The course ensures that learners not only understand theoretical concepts but also know how to implement, manage, and optimize ServiceNow CSM solutions effectively.

Updated practice questions, explanations, and guidance aligned with the Yokohama 2025 release prepare learners for the latest CIS-CSM certification exam. Participants can evaluate their understanding, focus on areas needing improvement, and gain confidence in handling exam-style scenarios. This targeted preparation maximizes the likelihood of certification success and ensures learners are ready for both the exam and practical implementation.

The course also emphasizes career growth and professional development. CIS-CSM certification opens doors to diverse roles such as administrators, implementers, developers, consultants, IT managers, project managers, and customer experience specialists. Certified professionals are recognized for their expertise, can contribute strategically to organizations, and are in high demand globally.

Hands-on exercises and access to ServiceNow instances reinforce learning and allow participants to experiment safely while gaining practical experience. By working on real configurations, routing rules, case management, portal setup, and knowledge management, learners develop confidence and skills that are directly applicable in professional roles.

Learners also benefit from performance analytics training, enabling them to monitor key metrics, generate reports, and implement data-driven improvements. This skill is crucial for optimizing customer service processes, improving team performance, and ensuring customer satisfaction.

The structured approach of the course ensures a logical progression from foundational knowledge to advanced topics. Learners gradually build expertise, mastering each aspect of ServiceNow CSM before moving on to more complex configurations and real-world scenarios. This approach promotes deep understanding, skill retention, and confidence in practical application.

By completing this course, learners not only prepare for certification but also gain the ability to implement CSM solutions that drive operational efficiency, improve customer experiences, and support organizational objectives. The combination of theoretical knowledge, practical exercises, and scenario-based learning equips professionals to handle diverse challenges in customer service management effectively.

Investing time in this course provides long-term value. Certified professionals enjoy enhanced career prospects, increased credibility, and the ability to take on strategic initiatives in ServiceNow CSM. The course equips learners with the tools, knowledge, and confidence to succeed in a competitive and rapidly evolving IT environment.

Enroll Today

Enroll today in this comprehensive ServiceNow CIS-CSM course and take the first step toward mastering Customer Service Management. Gain practical skills, prepare effectively for the certification exam, and position yourself for exciting career opportunities. By completing this course, you will develop the expertise and confidence to implement, manage, and optimize ServiceNow CSM solutions and advance your professional journey.

Whether you are an administrator, implementer, developer, consultant, or IT professional, this course provides the knowledge, hands-on experience, and exam preparation required to achieve CIS-CSM certification and excel in your career. Start your learning journey today and unlock the full potential of ServiceNow Customer Service Management.