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.
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
Module 2: Customer Scenario
Objectives M2
Activity M2
Module 3: Customer Service Management Implementation
Objectives M3
Activity M3
Module 4: Wrap-up
Objectives M4
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:
This course assumes learners have taken all prerequisite courses in its associated learning path. Knowledge from the learning path will be applied during this course. Learners best prepared to succeed in this course are required to have completed:
It is highly recommended to complete these courses before attending Customer Service Management Implementation Workshop. Many concepts from these courses will be utilized throughout the 3-day training and it is expected learners will understand and be able to apply this information.
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.
NOK 31.000
