Servicenow CSM Implementation
Instructor-led ServiceNow-aligned training in Servicenow CSM Implementation. Delivered live online by senior practitioners, with hands-on labs and a final assessment. Includes an Skilvi course-completion certificate.
Overview
The ServiceNow CSM Implementation course provides a comprehensive overview of Customer Service Management within the ServiceNow platform. Participants will learn how to effectively implement and configure CSM solutions to enhance customer satisfaction and streamline service processes.
What you'll learn
- You will be able to configure Customer Service Management applications in ServiceNow.
- You will be able to implement case management functionalities to track customer issues.
- You will be able to set up service catalog items specifically for customer service.
- You will be able to utilize knowledge management to support customer inquiries.
- You will be able to automate workflows to improve service delivery.
- You will be able to analyze customer data using reporting tools within ServiceNow.
- You will be able to integrate CSM with other modules within the ServiceNow platform.
- You will be able to customize the customer service portal to enhance user experience.
Curriculum
7 modules · outline is indicative and can be tailored to your team.
1Introduction to Customer Service Management
- Overview of Customer Service Management
- Key concepts and terminology
- ServiceNow CSM architecture
2Configuring Case Management
- Creating and managing cases
- Defining case routing rules
- Utilizing case resolution workflows
3Service Catalog for Customer Service
- Building service catalog items
- Configuring catalog variables
- Implementing approvals and notifications
4Knowledge Management for CSM
- Creating and managing knowledge articles
- Linking knowledge to cases
- Using knowledge for self-service
5Workflow Automation
- Introduction to ServiceNow workflows
- Creating and modifying workflows for CSM
- Integrating workflows with other ServiceNow modules
6Reporting and Analytics
- Creating reports and dashboards
- Utilizing performance analytics
- Tracking key performance indicators (KPIs)
7Integrations and Customizations
- Overview of ServiceNow integrations
- Customizing the customer service portal
- Best practices for CSM implementation
Prerequisites
No prior experience required.
Who should attend
This course is ideal for IT professionals involved in customer service or ServiceNow implementations.
Certification
Prepares you for the official ServiceNow certification exam.
Skilvi is an independent training provider and is not affiliated with, or endorsed by, ServiceNow. Trademarks are the property of their respective owners.
Frequently asked questions
What is the format of the course?
The course is instructor-led and delivered live online.
How long is the course?
The course typically spans over several weeks, with a total of 24 hours of instruction.
Will I receive a certificate upon completion?
Yes, participants will receive an Skilvi course-completion certificate after finishing the course.
Is an exam voucher included?
Exam vouchers are available through authorized channels on request.
Are there any prerequisites for this course?
No prior experience is required.
Who should attend this course?
This course is designed for IT professionals involved in customer service or ServiceNow implementations.
Pricing on request
- Live online (VILT)
- 24–32 hours
- Hands-on labs & assignments
- Skilvi completion certificate
- Exam voucher on request
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