ServiceNow Customer Service Management (CSM) Implementation
This advanced course is designed for administrators, implementers and architects who want to apply their Customer Service Management and platform knowledge to problem solve and implement Customer Service Management.
In this 3-day advanced level hands-on implementation course, attendees will configure a base instance for Customer Service Management based upon a fictitious company scenario and user stories. This course is organized into sprints and retrospectives. Participants are divided into smaller groups where they will research how to complete these stories, be assigned a specific user stories to complete, and configure the system while collaborating with their teammates. After each sprint, learners return to the full class for a sprint retrospective exercise. During the retrospective, each group presents their completed stories, explains how they completed the configuration, and answers questions about the choices they made.
Throughout the class, learners will utilize their existing knowledge of Customer Service Management and other important training to apply what they have learned.
8 courses found
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- Delivery Format: Virtual Learning
- Date 20-22 January, 2026 | 11:00 AM to 7:00 PM
- Location: Virtual (Egypt Stan)
- Language: English
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- Delivery Format: Virtual Learning
- Date 20-22 January, 2026 | 12:00 PM to 8:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date 20-22 January, 2026 | 12:00 PM to 8:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date 20-22 January, 2026 | 1:00 PM to 9:00 PM
- Location: Virtual (Arabian St)
- Language: English
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- Delivery Format: Virtual Learning
- Date 18-20 May, 2026 | 10:00 AM to 6:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date 18-20 May, 2026 | 10:00 AM to 6:00 PM
- Location: Virtual (Egypt Stan)
- Language: English
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- Delivery Format: Virtual Learning
- Date 18-20 May, 2026 | 10:00 AM to 6:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date 18-20 May, 2026 | 11:00 AM to 7:00 PM
- Location: Virtual (Arabian St)
- Language: English
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