ServiceNow Customer Service Management (CSM) Implementation [SNCSMI]

OVERVIEW

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. 

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

OBJECTIVES

The Customer Service Management Implementation Workshop will prepare participants to run a successful customer implementation of the Customer Service Management application. Participants will review user stories, research solutions, complete configurations, and present their configurations in class as part of retrospective reviews. Student will:

• Identify key resources for CSM Implementation 
• Enable required CSM plugins
• Create groups, Internal Business locations, and Product Models
• Extend Case table
• Clone and configure the /csp and /blsp portals
• Create knowledge base for authenticated and unauthenticated users
• Configure workspace
• Create service channels, presence states, work item queues, Advanced Work
• Assignment Eligibility and reject reasons
• Configure and route unauthenticated chat
• Enable lookup and verify 
• Create Service Level Agreements and Dashboards for reporting 
• Configure playbooks

AUDIENCE

This course is suitable for individuals implementing ServiceNow Customer Service Management. This includes:

- Customer Service Management Administrators/ ServiceNow System Administrators - who will be administering the applications related to the ServiceNow Customer Service Management (CSM) product.
- Technical /Solutions Consultants and Architects - who will be configuring, developing or supporting Customer Service Management (CSM) product.
- Project/Program/Engagement Managers - who will be learning implementations of Customer Service Management in ServiceNow.
- Process Managers or Administrators - who have oversight of work which will be facilitated using Customer Service Management in ServiceNow.

Learners must have a working knowledge of the Now Platform, including navigation, form configurations, tables, plugins, security, service catalog, service level agreements, dashboards, users, groups, and roles.

CERTIFICATION

• It is highly recommened to complete this course (Customer Service Managment Implementation Workshop) first then take the CIS-CSM (Certified Implementation Specialist - Customer Service Management) Exam

CONTENT

During this three-day interactive training course, participants will access the ServiceNow platform in their own student instance. This instance will have minimal configurations and test data. 

Module 1: Implementation considerations  

Objectives M1

• Business Models to Customer Data Models
• Industry Data Models
• Security
• Governance
• Organizational Change Management   

Module 2: Customer Scenario  

Objectives M2

• Customer Scenario  
• Customer Service Management Processes
• Statement of Work
• Plans and Packages  
• Capability Matrix 

Activity M2

• Review the customer’s Statement of Work and confirm what package was purchased. 

Module 3: Customer Service Management Implementation   

Objectives M3

• Review the resources needed for the instance
• Review the sprint plan for the implementation and assign tasks to team members
• Complete sprints
• Conduct retrospective meetings   

Activity  M3

• Enable required plugins 
• Create groups, product models, record producers, cases, knowledge base articles  
• Extend and update tables 
• Stock management
• Clone, associate record producers, and configure portals
• Configure Advanced work Assignment  
• Configure unauthenticated chat and routing 
• Configure lookup and verify, end to end turnaround measurement, and playbooks  
• Configure dashboards

Module 4: Wrap-up  

Objectives M4

• Identify Enhancements and Defects