CIS-CSM Zurich Delta Exam
Maintain your Certified Implementation Specialist - Customer Service Management certification by completing the Zurich delta exam. Learn what's new and validate your updated knowledge.
Delta Exam Timeline
What's New in Zurich
Key changes and features you need to know for the delta exam.
Review the Official Study Guide
ServiceNow provides a detailed study guide covering all Zurich release changes for the CIS-CSM certification.
Open Study GuidePrepare with Practice Questions
Reinforce your knowledge with our CIS-CSM practice materials.
CSM Foundational Data Model
Business models (B2B, B2C, B2B2C, B2B2E), product models, install base management, and contracts/entitlements.
CSM Configuration
CSM setup in ServiceNow, routing and assignment, case types, and communication channels.
Case Management
Case state flows, major issue management, case digests, CSM workspace, case actions, tasks, and escalations.
Workspace, Portals & Analytics
CSM Workspace, customer portals, Service Catalog, special handling notes, SLAs, targeted communications, and reporting.
Best Practices & Knowledge Management
ServiceNow architecture best practices, end-to-end processes, project scope, knowledge functionality, AQI, and knowledge blocks.
Delta Exam Tips
Format & Structure
- •Non-proctored, online exam on Now Learning
- •10 multiple-choice questions
- •20 minute time limit
- •Up to 3 retakes allowed
Preparation Strategy
- •Focus on Zurich release notes
- •Review the official delta study guide
- •Practice in a Zurich PDI instance
- •Complete any related Now Learning courses
Don't Let Your Certification Expire
Complete your CIS-CSM Zurich delta exam before April 16, 2026.