SERVICENOW CSM (CUSTOMER
SERVICE MANAGEMENT) - CERTIFIED
IMPLEMENTATION SPECIALIST EXAM
QUESTIONS AND ANSWERS. VERIFIED
2025/2026.
Customer service real world statistics - ANS 80% of companies say they deliver superior
customer service, but only 8% of people say they receive superior service
Does ServiceNow use the same Asset table for both CSM and ITSM? - ANS Yes, but there are
different subsets of fields for each
Asset contact relationships - ANS Asset Contacts can be selected from:
1. The Account the asset belongs to
2.The contacts from the partner account relationship
3. Any contacts added to these accounts using contact relationship
Difference between a Product and an Asset - ANS An asset is a specific instance of a product
4 primary expectations customers have of Customer Support - ANS 1. Resolve issues - CSM
application
2. Provide Information - Knowledge Management
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,3. Fulfill service/account related requests - Service Catalog
4. Self-service - Service Portal
Note: Service Contract information is NOT available to customers OOTB
How to convert an existing user to a contact - ANS Update the Class to Contact. Assign
appropriate roles. Update the class of the Company for the user to Account
Property to restrict asset access - ANS Use_asset_contact_relationship property restricts
asset access based on contacts assigned to the assets
Relationship of Account to Company - ANS The Account table is an extension of the Company
table with additional fields to designate Customer or Partner
Purpose of CSM Contracts - ANS Store information about support provided to company; can
reference specific assets and SLAs as well
Impact of CSM on pre-existing Contracts - ANS If also used for CSM, must be assigned to an
Account
Entitlement - ANS Defines the type of support a customer receives and the supported
communication channels; can be associated with product, asset, account, or contract; units of
cases or hours
Entitlement verification trigger - ANS Entitlement check is performed when a case is opened.
Counters are active if the Per Unit field is enabled
SAIF - ANS ServiceNow Adaptive Implementation Framework
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, SIM - ANS ServiceNow Implementation Methodology
5 Stages of SIM - ANS IPCTC: Initiate, Prepare, Create, Transition, Close
Initiate phase activities - ANS Begin engagement and prepare for success
* Transition from Sales to Delivery
* Mobilize ServiceNow and customer project team
* Prepare and delivery formal kick-off
* Conduct Communications Workshop
Prepare phase activities - ANS Define processes and requirements for engagement and
finalize delivery plan and user stories
* Core and process workshops
* Define future processes and flows
* Document any project issues that need action
* Backlog refinement and estimation
* Release planning
* Update project plan
Create phase activities - ANS Create value through iterative configurations
* Configure the platform per stories
* Agile Scrum meetings
* Engagement governance
* Transparent reporting
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
SERVICE MANAGEMENT) - CERTIFIED
IMPLEMENTATION SPECIALIST EXAM
QUESTIONS AND ANSWERS. VERIFIED
2025/2026.
Customer service real world statistics - ANS 80% of companies say they deliver superior
customer service, but only 8% of people say they receive superior service
Does ServiceNow use the same Asset table for both CSM and ITSM? - ANS Yes, but there are
different subsets of fields for each
Asset contact relationships - ANS Asset Contacts can be selected from:
1. The Account the asset belongs to
2.The contacts from the partner account relationship
3. Any contacts added to these accounts using contact relationship
Difference between a Product and an Asset - ANS An asset is a specific instance of a product
4 primary expectations customers have of Customer Support - ANS 1. Resolve issues - CSM
application
2. Provide Information - Knowledge Management
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,3. Fulfill service/account related requests - Service Catalog
4. Self-service - Service Portal
Note: Service Contract information is NOT available to customers OOTB
How to convert an existing user to a contact - ANS Update the Class to Contact. Assign
appropriate roles. Update the class of the Company for the user to Account
Property to restrict asset access - ANS Use_asset_contact_relationship property restricts
asset access based on contacts assigned to the assets
Relationship of Account to Company - ANS The Account table is an extension of the Company
table with additional fields to designate Customer or Partner
Purpose of CSM Contracts - ANS Store information about support provided to company; can
reference specific assets and SLAs as well
Impact of CSM on pre-existing Contracts - ANS If also used for CSM, must be assigned to an
Account
Entitlement - ANS Defines the type of support a customer receives and the supported
communication channels; can be associated with product, asset, account, or contract; units of
cases or hours
Entitlement verification trigger - ANS Entitlement check is performed when a case is opened.
Counters are active if the Per Unit field is enabled
SAIF - ANS ServiceNow Adaptive Implementation Framework
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, SIM - ANS ServiceNow Implementation Methodology
5 Stages of SIM - ANS IPCTC: Initiate, Prepare, Create, Transition, Close
Initiate phase activities - ANS Begin engagement and prepare for success
* Transition from Sales to Delivery
* Mobilize ServiceNow and customer project team
* Prepare and delivery formal kick-off
* Conduct Communications Workshop
Prepare phase activities - ANS Define processes and requirements for engagement and
finalize delivery plan and user stories
* Core and process workshops
* Define future processes and flows
* Document any project issues that need action
* Backlog refinement and estimation
* Release planning
* Update project plan
Create phase activities - ANS Create value through iterative configurations
* Configure the platform per stories
* Agile Scrum meetings
* Engagement governance
* Transparent reporting
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
