• Classroom
  • Online, Instructor-Led
Course Description

In this 2-day interactive course attendees master the usage of the ServiceNow Customer Service Management (CSM) application. This course is designed for Administrator’s responsible for managing the Customer Service Management application.

Learning Objectives

Through a combination of lecture, group discussions, lab work, and simulated environment, participants explore the core concepts and features of ServiceNow Customer Service Management (CSM) application and perform Administrative functions in their own instance. During this two-day, interactive training course, students access the ServiceNow platform in their own student instance, which is a “safe sandbox” loaded with demo and test data. The class uses a fictitious company and different personas throughout course to present real world scenarios with relevant demonstrations and lab exercises. The class features lecture and group discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs and simulated environment

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Cyber Defense Analysis
  • Cyber Defense Infrastructure Support
  • Cyber Investigation
  • Digital Forensics
  • Exploitation Analysis
  • Network Services
  • Risk Management
  • Software Development
  • Test and Evaluation
  • Threat Analysis
  • Training, Education, and Awareness
  • Vulnerability Assessment and Management