Customer Service Management Fundamentals

Configure and work with CSM applications.

In this interactive course, participants will learn to master the activation, configuration and use of the ServiceNow Customer Service Management application. The sessions were designed for Administrators responsible for configuring and managing the Customer Service Management application.


  • ServiceNow Fundamentals

Certification issued

  • After following the CSM Fundamentals and CSM Implementation courses, you can access the exam to obtain the “Certified Implementation Specialist – CSM” certification.


After following this course there is no certification test. Nevertheless, you can access the exam to obtain the “Certified Implementation Specialist – CSM” certification after following also the CSM Implementation course.

A combination of presentations, group discussions and exercises help participants achieve the following goals:

  • position Customer Service Management and related applications in the ServiceNow proposal and understand its use cases and architecture
  • configure customers, contracts and services, assets, relationships between customers and communication channels
  • configure the case mask, the Service Level Agreements (SLA) and the assignment and forwarding rules
  • work with key process applications: Knowledge Base, Service Portal, Service Catalog, Work Order Management (Field Service)
  • explore the characteristics of the mobile app regarding Customer Service Management.

Course duration

  • 3 Days (9:00-17:00)


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