Customer Service Management (CSM) Fundamentals

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