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Customer Service Management (CSM) Implementation
In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation. Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.
Course Overview
The ServiceNow Customer Service Management Implementation course is for Customers, Partners, and Employees who are getting ready to implement the application and configure it to their needs. An attendee is a good fit for this course if they fall into these roles: Technical Consultants and Administrators – who will be configuring, developing or supporting the CSM applications Project/Program/Engagement Managers – who will be leading implementation of CSM application in ServiceNow Process Managers and Administrators – who have oversight of work which will be facilitated using the CSM application in ServiceNow Service Now System Administrators
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, attendees will learn the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a CSM implementation.
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.