2 Days


Employees of federal, state and local governments; and businesses working with the government.

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
  • ServiceNow System Administrators

Course Overview

Learn and practice various tactical skills and strategies that will prepare you to implement CSM.

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 topics include:

  • Implementing Customer Service Operations, including:
  • Communication channels, case types, and CSM Agent Workspace
  • Implementing Customer Engagement, focusing on the customer portals
  • Implementation Preparation Best Practices, including Now Create® and Organizational Change Management (OCM)
  • Implementing Performance Management, particularly how it pertains to measuring and managing CSM

Learning Objectives

Course Format:

ServiceNow Customer Service Management Implementation is a 2-day course taught both as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones throughout the world.


Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.


Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience.

Group Activities:

Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants can validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.

Course 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.

Course Flow:

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.

Course Outline

Module 1: Implementing Customer Service Operations


  • Check knowledge of CSM Basics
  • Learn how to configure communication channels and agent workspace
  • Learn when and why to use case types
  • Investigate assignment workbench and advanced work assignment
  • Introduce guided decisions and outsourced customer service
  • Introduce predictive intelligence


  • Class preparation
  • Inbound email flows
  • Case types
  • CSM agent workspace
  • Case skill determination
  • Advanced work assignment for CSM
  • Outsourced customer service

Module 2: Implementing Customer Experience


  • Configure the customer portals
  • Investigate knowledge management
  • Introduce walk-up experience for customer service
  • Learn how field service management interactions with CSM


  • CSM Portal Page
  • Portal Case Creation
  • CSM Knowledge Base Management
  • Knowledge-centered service for CSM

Module 3: Implementation Preparation Best Practices


  • Introduce Now Create
  • Explore implementation basics and recognize the importance of Organizational Change Management (OCM)
  • Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration


  • Auto-Close Resolved Cases

Module 4: Implementing Performance Management


  • Performance best practices and reporting
  • Learn how to use performance analytics to manage CSM
  • CSM reporting
  • Improving knowledge performance through search analysis


• In-Form Analytics Dashboard