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Customer Service Management (CSM) Fundamentals
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.
Provider Information
IT Dojo
4176 S Plaza Trail
Suite 207
Virginia Beach, VA 23452
Course Overview
The ServiceNow® Customer Service Management Fundamentals course is for Customers, Partners, and Employees who administer features, functions, and data associated with Customer Service Management. An attendee is a good fit for this course if they perform or advise on any of the following roles or job responsibilities: Customer Service Manager Customer Service Application Administrator ServiceNow System Administrator Technical Consultants and Administrators – who will be configuring, developing or supporting the CSM applications
4176 S Plaza Trail
Suite 207
Virginia Beach, VA 23452
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):
Work Roles
Feedback
If you would like to provide feedback on this course, please e-mail the NICCS team at NICCS@mail.cisa.dhs.gov. Please keep in mind that NICCS does not own this course or accept payment for course entry. If you have questions related to the details of this course, such as cost, prerequisites, how to register, etc., please contact the course training provider directly. You can find course training provider contact information by following the link that says “Visit course page for more information...” on this page.