CSM Foundational Data Model
ServiceNow CIS-CSM Study Guide
Overview
The CSM foundational data model defines how customer data is structured in ServiceNow. It encompasses business models that determine customer relationships, product catalogs, install base tracking, and service entitlements.
Why It Matters for the Exam
This domain represents 27% of the CIS-CSM exam. Questions cover business model selection (B2B vs B2C), customer and consumer tables, product model management, install base configuration, and entitlement validation.
Key Concepts to Master
1B2B, B2C, B2B2C, B2B2E business models
2Customer Account table (customer_account)
3Customer Contact table (customer_contact)
4Consumer table
5Product model management
6Install base items
7Contracts and entitlements
8Asset-to-install-base relationships
💡 Exam Tips & Strategy
B2B uses Accounts and Contacts; B2C uses Consumers. Product models define what you sell; install base tracks what customers own. Entitlements determine what services a customer can access and under what conditions.
16
Practice Questions
27%
Exam Weight
CIS-CSM
Certification