Customer Service Management (CSM) Essentials Course

Customer Service Management (CSM) Essentials is a total solution for professional service personnel to enhance customer satisfaction by unifying the Service Management Solution. 

In addition to case management, omni-channel support, automated workflows, and SLA tracking, this introductory course on CSM covers additional functionality and provides instructors with in-depth knowledge of the features and functions of CSM. 

Instructors from SSDN Technologies facilitate training and assist participants in developing proficiency with key CSM functions such as agent workspace, knowledge management, and self-service portals. 

Participants in this course learn how to create or modify service queues, develop and customize communication templates, and create and analyze dashboards and reports in order to effectively respond to and manage customer inquiries. 

The goal of the curriculum is to prepare FSA's to create better customer engagement, faster resolution times and higher customer satisfaction through efficient service management. At the end of the course, participants should be able to add to their organization's ability to deliver high-quality customer service through improved processes and tools.


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Learning Options for You

  • Live Training (Duration : 16 Hours)
  • Per Participant

Fee: On Request

Course Prerequisites

  • Basic understanding of the ServiceNow platform
  • Knowledge of Discovery Fundamentals (recommended)
  • Familiarity with CMDB concepts and CI relationships

Learning Objectives

The Service Mapping Fundamentals course teaches learners how to identify, map, and visualize business services in ServiceNow. You will learn how service mapping works, how to select entry points, how to run discovery for applications, and how to build accurate service maps. The course covers key concepts like patterns, MID Server configuration, and relationship creation. By the end, learners will know how to create service maps that improve visibility, support troubleshooting, and enhance IT operations.

Target Audience

This course is ideal for:

  • ServiceNow administrators
  • ITOM team members
  • CMDB and Discovery beginners
  • Implementers and consultants
  • Anyone responsible for creating or maintaining service maps

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