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01-05-2026 08:48 AM
Hello ServiceNow Community,
Is there a pathway specifically for Customer Success Manager?
#pathways #roles #certifications #customersuccessmanager #customersuccess
Warm regards,
Denh
Solved! Go to Solution.
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01-05-2026 02:50 PM
Yes, They offer several certifications for Customer Service Management (CSM), ranging from professional implementation to specialized micro-certifications.
Primary CSM Certification
The standard professional credential is the Certified Implementation Specialist – Customer Service Management (CIS-CSM).
- Purpose: Validates your ability to configure, implement, and maintain the ServiceNow CSM application, including data models, case routing, and workspaces.
- Prerequisites:You must complete the CSM Essentials training course to earn an exam voucher.
Advanced "Suite" Certification
ServiceNow also offers a CSM Professional suite certification. This is an awarded automatically once you have earned the following:
- Mainline: CIS-CSM Certification.
- Micro-Certification: Platform Analytics.
- Micro-Certification: Predictive Intelligence.
- Micro-Certification: Virtual Agent.
Specialized CSM Micro-Certifications
For specific focus areas, you can earn non-proctored micro-certifications, such as:
- CSM with Service Management for Implementers: Focuses on the intersection of customer service and internal IT service processes.
CSM Training Paths:
New 2026 Requirements that are out..
As of 2026, ServiceNow has introduced a new requirement for many technical paths. Candidates may need to complete the CIS – Data Foundations (CMDB & CSDM) certification to maintain or achieve certain implementation specialist credentials by December 31, 2026.
You can register for these exams through the ServiceNow Now Learning portal.
@DenhV - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!
MJG
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01-05-2026 02:50 PM
Yes, They offer several certifications for Customer Service Management (CSM), ranging from professional implementation to specialized micro-certifications.
Primary CSM Certification
The standard professional credential is the Certified Implementation Specialist – Customer Service Management (CIS-CSM).
- Purpose: Validates your ability to configure, implement, and maintain the ServiceNow CSM application, including data models, case routing, and workspaces.
- Prerequisites:You must complete the CSM Essentials training course to earn an exam voucher.
Advanced "Suite" Certification
ServiceNow also offers a CSM Professional suite certification. This is an awarded automatically once you have earned the following:
- Mainline: CIS-CSM Certification.
- Micro-Certification: Platform Analytics.
- Micro-Certification: Predictive Intelligence.
- Micro-Certification: Virtual Agent.
Specialized CSM Micro-Certifications
For specific focus areas, you can earn non-proctored micro-certifications, such as:
- CSM with Service Management for Implementers: Focuses on the intersection of customer service and internal IT service processes.
CSM Training Paths:
New 2026 Requirements that are out..
As of 2026, ServiceNow has introduced a new requirement for many technical paths. Candidates may need to complete the CIS – Data Foundations (CMDB & CSDM) certification to maintain or achieve certain implementation specialist credentials by December 31, 2026.
You can register for these exams through the ServiceNow Now Learning portal.
@DenhV - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!
MJG
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01-06-2026 08:10 AM
Thank you @Matthew_13 ! Have a great week.
