HKR Trainings Logo

ServiceNow Customer Service Management training

5 ( 693 Learners)

Get Your Dream Job With Our ServiceNow Customer Service Management training

30+ Hrs

Hands On Training

Lifetime Access

Updated Content


Learning Paths

Industry Expert



Advanced Interactive

Servicenow Customer Service Management Course Overview

The ServiceNow platform is renowned for its extensive integration capabilities, allowing organizations to connect a wide array of third-party applications and data sources to streamline their IT service management processes. Common integrations include the Configuration Management Database (CMDB), Incident Management, Problem Management, Change Management, User Administration, and Single Sign-On (SSO) systems.


Our ServiceNow Integration Training at HKR Trainings is comprehensive, covering a variety of integration techniques. These include Web Services (SOAP, REST), JDBC for database connections, LDAP for directory services, and data importation from Excel, CSV, and Email. We also cover integrations using any industry-standard technologies that utilize SOAP, REST, or WSDL for web-based services. For situations where direct integration is not feasible, we teach how to use a MID Server for API and command-line integrations, ensuring a secure and reliable connection between ServiceNow and external services.


In addition to the technical integration skills, HKR Trainings offers a specialized ServiceNow Customer Service Management (CSM) course that aligns with the certification exam. This course is designed to provide you with in-depth knowledge essential for leveraging ServiceNow to enhance business growth, including configuring and managing customer service management applications.

During the training, you will receive full support and the opportunity to work on real-time projects under the mentorship of experienced professionals. This hands-on experience is crucial for understanding the practical application of ServiceNow CSM in real business scenarios.


By enrolling in our ServiceNow CSM online training, you are taking a significant step towards meeting new challenges and achieving the best outcomes in your career. Join us at HKR Trainings to become a proficient ServiceNow professional, equipped with the knowledge and skills to manage customer service effectively using the ServiceNow platform.


To apply for the ServiceNow Customer Service Management training, you need to either:

  • You should have a basic understanding of computer networking concepts like IP addresses, protocols and routing
  • You should have a basic understanding of Operating systems and virtualization concepts.
  • You should also be familiar with at least one programming language like Java, Ruby or Python.

Servicenow Customer Service Management Course Content

HKR trainings is a highly specialised institute for taking up the ServiceNow customer service management training course that delivers exceptional training with the help of certified professionals in the industry. The entire course structure is classified into two sections which are further divided into different modules in depth. Now let's dive deep into each section separately.

  • What is CSM ?
  • CSM Capability Map
  • Building blocks of CSM
  • CSM vs Customized ITSM
  • Sample Uses Cases supported by CSM
  • CSM Value proposition
  • Essential plugins to Activate Customer service management
  • Additional plugins for Customer service management

What are the different Customer Types [ B2B, B2C, B2B2C ] and their key differences ?

  • Customer Data Models within ServiceNow
  • Which data model to be used and configure based on Customer type
  • Different Personal Roles, Responsibility Definitions like Account Manager, Relationship Mgr, Preferred Technician

Industry Data Models

  • Service Organizations [Internal & External]
  • Business Locations
  • Household
  • Administration

Customer Relationships

  • Account Team members
  • Consumer Team members
  • Household Team Members
  • Consumer Relationships
  • Household Relationships

What is Customer Support Portal [CSP] ?

  • B2B scenario
  • Process Roles and their authorization Restrictions
  • Self-Registration
  • Manage Contacts, Approve/Rejects registration requests
  • View Assets, Install Base, Publication
  • View Customer Service Catalog, Raise and view status of the Requests
  • Knowledge Base
  • View Articles
  • Provide Feedback and Rating
  • Ask Questions

What is Customer Service Portal [CSP]?

  • B2C scenario
  • Roles and their authorization restrictions.
  • Self-registration
  • View, Create, Comment, Accept/Reject solution provided for Cases
  • View Assets , Knowledge Articles, Self-service Catalog

User Experience Analytics for Service Portal Overview

  • Users and Guest Sessions
  • Technical Analytics [Browsers, OS, Devices)
  • Service Portal Activities like Knowledge article views, Search words
  • Automatic page tracking

Case Management Overview

  • What is Case ?
  • High Level Process flow
  • Case State Transitions
  • Case Types, Benefits, Architecture
  • Case Creation Process [Multiple Options like Portal, Chat, Email,..]
  • Case Categorization, Prioritization, Assignment
  • Case Resolution Options [Case Tasks, Knowledge Article, IM, PM, CM, RM]
  • Case Closure
  • Special Handling Notes
  • Case Escalations
  • Case Action Status

Roles and Responsibilities

Major Issue Management

Assignment Workbench

  • Skills, Schedule Based, Capacity/Load Balanced, Manual Assignment

Service Level Agreements [SLAs]

Case Action Status

Notifications & Survey

  • Products
  • Customer Asset
  • Install Base

Service Manager Homepage


  • Customer Service Agent
  • Customer Service Manager
  • Customer Service Executive
  • Proactive Customer Service – Advanced
  • CSM integration with Service Management Analysis
  • Major Issue Management Analysis

Key KPIs and Metrics

  • Explore CSM Agent Workspace
  • Components Installed with Agent Workspace for CSM
  • Set up CSM agent workspace
  • Customer Service Mobile application overview
  • Configure the CSM mobile application
  • Get Started with CSM Mobile app

  • Activate Proactive Customer Service Operations
  • Set up Proactive Customer Service Operations
  • Monitor and manage proactive cases
  • Integration with Event Management
  • Service Health Status for Install Base

  • Integration with field service management
  • CSM integration with service management
  • Integration with project portfolio management
  • CSM Integration with financial management
  • Integration with IT operations management
  • Continual improvement management with CSM
  • Integrate customer service management with Microsoft outlook

Activate Communities plugins

Community Service Portal


  • setup guide
  • Roles
  • Components [Content type, Feedback type, Access Type]
  • Forum and user permissions management
  • Community Subscriptions
  • Administer and Moderate

Analytics and Reporting Solutions for Communities

Enable knowledge harvesting


  • Components and User Interface
  • Administer and Moderate

ServiceNow CSM Projects

We at HKR not only provide you Servicenow CSM Training with theoretical knowledge but also make you practically knowledgeable by .....making you work with real-world projects and case studies. Every course we offer includes two real-time projects which provide you with real-time experience. The practical knowledge improves your domain expertise and helps you in clearing the certifications with ease. Read more

Servicenow Customer Service Management Training Options


  • Interactive sessions
  • Learn by doing
  • Instant doubt resolution
  • Expert's Guidance
  • Industry-ready skills
Batch Start Date Time
Weekend 22-Jun - 22-Jul 09:30 AM IST
Weekday 26-Jun - 26-Jul 11:30 AM IST
Weekend 30-Jun - 30-Jul 01:30 PM IST


Pay installments with no cost EMI


  • Exclusive training
  • Flexible timing
  • Personalized curriculum
  • Hands-on sessions
  • Simplified Learning

Exclusive learning from industry experts


Pay installments with no cost EMI


  • Skill up easily
  • Learn in no hurry
  • Less expensive
  • Unlimited access
  • Convenient

Hone your skills from anywhere at anytime


Pay installments with no cost EMI

Corporate Training

Employee and Team Training Solutions

Top Companies Trust HKR Trainings

Employee and Team Training Solutions Employee and Team Training Solutions

Our Learners

Harshad Gaikwad

Harshad Gaikwad

Practice Head

I had an insightful experience with HKR Trainings while participating in the ServiceNow ITOM (IT Operations Management) Training online. Engaging in instructor-led sessions, the trainer offered detailed insights into various ServiceNow ITOM modules and practices. Throughout the course, the support team was consistently available, and the trainer adeptly clarified all my inquiries, ensuring a comprehensive understanding of ServiceNow ITOM concepts.
Balaji Gnanasekar

Balaji Gnanasekar

IT Analyst

I had a comprehensive learning journey with HKR Trainings while undertaking the PostgreSQL Training online. Engaging in instructor-led sessions, the trainer delved deep into various PostgreSQL functionalities and best practices. Throughout the training, the support team remained attentive, and the trainer skillfully addressed all my questions, facilitating a solid grasp of PostgreSQL concepts.
Amit Singh

Amit Singh

Technical Lead - Service Now

I had a rewarding experience with HKR Trainings while delving into the ServiceNow ITOM (IT Operations Management) Training online. Engaging in instructor-led sessions, the trainer provided comprehensive insights into various ServiceNow ITOM modules and best practices. Throughout the course, the support team was consistently available, and the trainer adeptly addressed all my queries, ensuring a robust understanding of ServiceNow ITOM concepts.

Servicenow Customer Service Management Online Training Objectives

Upon successful completion of ServiceNow customer service management training at HKR, you will learn the following things.

  • You will learn how to configure and manage the customer service management application.
  • You can create tasks and assign them along with dates.
  • Learn about routing and SLA’s.

The ServiceNow customer service management course benefits for the following list of professionals.

  • ServiceNow developers and administrators
  • IT professionals
  • Project Managers
  • Who are aspiring to learn ServiceNow Platform

There are no special requirements to take up this course. The one interested in enhancing their career and critical skills in ServiceNow CSM can attend the course.Basic knowledge of Servicenow system administration and IT technologies.

To start with the ServiceNow customer service management training course, you need to check with the best institute that delivers the knowledge. Before proceeding to join any training, take suggestions from the experts who had already learned the course. We at HKR, with a team of industry experts, are ready to fulfill your dream career to achieve a job in desired companies.

Once you complete the entire course and real-time projects and assignments, HKR delivers the course completion certification. This certification helps to get a job in any company very quickly.

Our trainers are highly qualified and certified with many years of industry experience and technology background in ServiceNow.

Certification differentiates you from the non-certified peers, and you can demand the best salary in the leading companies.

We, at HKR, provide complete guidance to reach your dream job. But your job will be based on your performance in the interview panel and the recruiter requirements.


Each and every class is recorded so if you missed any class you can review the recordings and clarify any doubts with the trainer in next class.

Yes, we don’t assure 100% placement assistance. We are tied up with some corporate companies so when they have a requirement we send your profiles to them.

Yes, we provide demo before starting any training in which you can clear all your doubts before starting training.

Our trainers are real time experts who are presently working on particular platform on which they are providing training.

You can call our customer care 24/7

Max of the students get satisfied with our training, if you are not then we provide a specialised training in return.

For Assistance Contact: United_States_Flag +1 (818) 665 7216 Indiaflag +91 9711699759

Call Us