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Download Our Latest Course Catalog | Download Now
Customer Service Management Essentials is a three-day instructor-led course designed for professionals who configure, administer, and implement the ServiceNow Customer Service Management product.
The course combines structured lectures, group discussions, and extensive hands-on labs to help participants build practical CSM skills. Working in their own student instance, learners apply implementation best practices across case management, interaction handling, customer data administration, workspace configuration, and analytics. This course replaces both the previous CSM Fundamentals and CSM Implementation courses.
The following courses are required. Knowledge from these courses will be applied directly throughout the workshop:
The following courses are strongly recommended. Concepts from these courses will be expected throughout the three days:
This course is designed for professionals implementing the ServiceNow Customer Service Management product, including:
Learners must have working knowledge of the Now Platform including navigation, form configurations, tables, plugins, security, service catalog, service level agreements, dashboards, users, groups, and roles.
By the end of this course, learners will be able to:
After completing this course, learners can apply their CSM configuration and administration skills in real-world ServiceNow deployments. This course also serves as a strong foundation for professionals pursuing deeper specialization in Customer Service Management implementation and platform architecture.
This course is recommended preparation for the Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam. It is strongly advised to complete this workshop before attempting the exam. The hands-on sprint-based experience provides practical implementation depth that directly supports exam readiness.
#1. Is this course suitable for beginners?
No. This is an advanced-level course. Learners are expected to have completed ServiceNow Administration Fundamentals, the Certified System Administrator exam, and Customer Service Management Essentials before attending. Working knowledge of the Now Platform is required.
#2. Are step-by-step instructions provided during labs?
No. This course does not provide step-by-step instructions. Learners research how to implement solutions using Now Create, ServiceNow product documentation, and other available resources, with trainer guidance focused on critical thinking and best practices.
#3. How is this course structured?
The course is organized into sprints and retrospectives. Participants work in small teams to research and complete assigned user stories, then present their configurations to the full class during retrospective sessions.
#4. Does this course prepare me for the CIS-CSM exam?
Yes, indirectly. While the course does not directly review exam topics, it is strongly recommended to complete this workshop before attempting the Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam, as the hands-on experience helps build practical implementation readiness.
At DataCipher, we provide a range of payment options for our Palo Alto courses. Here’s what you can choose from:
Palo Alto Networks Training Credits and Vouchers – We accept both training credits and training vouchers issued by Palo Alto Networks. To enroll in a course using your credits or vouchers, please click the Register button. You’ll have the opportunity to apply these credits during the final step of the registration process.
Purchase Order (PO) – If your organization prefers using a purchase order, begin the registration by clicking the Register button. At the conclusion of the registration form, choose the option “My company will pay for it, please send an invoice with the payment details.” Our training team will then provide an official quote and any necessary additional information that your accounts department might need to issue the PO.
Bank Transfer – DataCipher maintains bank accounts in both the US and Europe, accommodating all standard bank transfer methods such as IBAN/BIC, Swift, ACH, or wire transfer. To make a payment via bank transfer, simply use the Register button to sign up for your selected course.
Credit Card Payments – We accept payments from all major credit cards, including Mastercard, VISA, American Express, Discover & Diners, and Cartes Bancaires. Payments can be made directly through the registration link or by requesting an invoice that includes a web link for online payment. All transactions are secure, and DataCipher does not store any credit card information.
These methods are designed to make the registration process as smooth and flexible as possible for all participants.
Guaranteed to Run – DataCipher is committed to running this class unless unforeseen events such as an instructor’s accident or illness occur.
Guaranteed on Next Booking – The course will proceed once an additional student registers.
Scheduled Class – We have scheduled this course and rarely cancel due to low enrollment. We offer a “Cancel No More Than Once” guarantee, ensuring that if a class is canceled due to insufficient enrollment, the next session will run regardless of the number of attendees.
Sold Out – If the class is fully booked, please use our contact form to join the waiting list or to inquire about additional sessions. We’re here to accommodate your training needs and keep you informed of new opportunities.
At DataCipher, we offer our training courses in both traditional full-day and convenient half-day formats. Our half-day classes are specifically designed for IT professionals who cannot be away from their workplaces for consecutive full days. This flexible schedule allows participants to dedicate a few hours to learning and then return to their regular work responsibilities.
The curriculum for both the full-day and half-day formats is identical. The primary difference is that the half-day classes spread the coursework over a more extended period, providing a balanced approach to professional education. DataCipher has been successfully running these half-day training sessions for several years, receiving consistently positive feedback from our customers. They appreciate the flexibility and report that the extended timeframe facilitates a deeper understanding of the material, as it gives them more time to absorb and reflect on the information learned.
Customer Service Management Implementation Workshop is a three-day advanced instructor-led course designed for professionals who are ready to apply their CSM knowledge to real implementation scenarios.
The course is organized into sprints and retrospectives. Participants are divided into smaller groups, assigned user stories, and tasked with researching and configuring solutions collaboratively in their own student instance. After each sprint, teams present their completed configurations to the full class, explain their decisions, and respond to questions. The trainer guides critical thinking and reinforces best practices rather than providing step-by-step instructions.
Testimonials
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