Customer Service Management Fundamentals

Customer Service Management Fundamentals for ServiceNow enthusiasts keen on learning CSM

Learn how to use ServiceNow CSM to deliver exceptional customer service experiences from a unified platform.

5 hrs

Instructor Led Training


Course Topics

  • What is CSM?
    • Overview of CSM Application
    • CSM in ServiceNow
  • CSM Capability Map
  • Building blocks of CSM
  • Sample Uses Cases supported by CSM
  • CSM Value proposition
  • Essential plugins to activate CSM
  • Additional plugins for CSM
  • User Interface & Navigation
  • CSM Portals
  • Collaboration


  • IT Asset Manager
  • Software Asset Manager
  • ServiceNow Architects

Course logistics:

This instructor-led course allows you to learn from Royal Cyber’s ServiceNow Center of Excellence Team.

Course Schedule

For details, contact [email protected]

  • After the Web seminars, you will be given lab-workshop exercises through email that incorporate the topics discussed. An instructor will help with questions by email and through random afternoon Q&A sessions that use the same web-conferencing system as the classes.

  • The workshops and hands-on lab exercises corresponding with the daily Web seminars will take between 2 to 4 hours a day to finish (depending on your level of experience). The exercises should be completed before the next web learning session.

Course Prerequisites


Hardware & Software

  • Any PC, you will need a browser (IE, Firefox, or Chrome) that is compatible to access a web-conferencing portal (no plug-ins or Active-x controls are necessary)


  • General familiarity with industry terminology, acronyms, and initialisms

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