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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.

Course Overview

Overall Proficiency Level
1 - Basic
Course Catalog Number
CSMF
Course Prerequisites

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

Training Purpose
Skill Development
Specific Audience
Academia
Contractor
Federal Employee
Delivery Method
Classroom
Online, Instructor-Led
Course Location

4176 S Plaza Trail
Suite 207
Virginia Beach, VA 23452

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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.

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