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Customer Service Management Implementation

Hands-on Experience to Successfully Implement CSM

Quick Facts

Certification: Yes

Duration: 2 Days

Cost: $1,700


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:

  • Review the CSM application main areas of functionality
  • Implementation Preparation Best Practices
  • Implementing Customer Service Operations
  • Implementing Customer Engagement
  • Implementing CSM Performance Management

Who Should Attend

This course is designed for Customers, Partners, and Employees who are getting ready to implement the Customer Service Management application and configure it to their needs.


Completion of ServiceNow Fundamentals course and successful completion of associated certification (Certified System Administrator)

Completion of ServiceNow Platform Implementation course

Completion of CSM Fundamentals course

ITIL v3 or ITIL 4 Foundation Certification (Recommended)


This course prepares students for the CIS‑CSM Certification

Class Schedule

  • Class Schedule (includes 1 hour lunch break)
  • Two days (8:30am – 5pm)

How to Attend

To view all available courses click here to view Course Schedule.

To register for class:

  • Customers can use the follow link to access the Learning Portal
  • Customers with OKTA/SSO login can access the Learning Portal directly to Self Register
  • Customers with no account can easily create an account
  • Cancellation and rescheduling policies apply (see Terms and Conditions)