- • Jun 8–10, 2026 · Live Remote Online — 10:00 AM–6:00 PM ET
Customer Service Management (CSM) Fundamentals
Course Duration
2 Days
Audience
Employees of federal, state and local governments; and businesses working with the government.
Prerequisites
ServiceNow Administration Fundamentals (SNAF) or equivalent ServiceNow administration experience is required.
Course Description
This course provides a foundational understanding of the ServiceNow Customer Service Management (CSM) application. Students learn how to administer CSM features including case management, customer portals, entitlements, and agent workspace — building the skills to support and optimize customer service operations on the ServiceNow platform.
Learning Objectives
- Introduction to ServiceNow’s Customer Service Management Solution
- Learn how to position Customer Service Management across workflows on the Now Platform
- Explore the similarities and differences between CSM and IT Service Management (ITSM)
- Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach
Course Outline
- Introduction to ServiceNow’s Customer Service Management Solution
- Learn how to position Customer Service Management across workflows on the Now Platform
- Explore the similarities and differences between CSM and IT Service Management (ITSM)
- Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach
- Get familiar with customer service terminology
- Learn the difference between B2B and B2C, and how each is managed via CSM
- Be able to describe the various aspects of a customer portfolio and a product portfolio
- Gain hands-on experience configuring core data and supporting reference data
- Working with consumers
- Accounts, contracts and hierarchies
- Partners, contracts, and account relationships
- Service-aware install base and the common service data model (CSDM)
- Service contracts and entitlements
- Customer service groups and skills
- Account teams and responsibility definitions
- Learn about the various communication channels and case management
- Introduce matching rules and assignment rules
- Explore and configure the CSM agent workspace
- Introduce and explore major case management
- Explore CSM with service management integration
- Introduce the mobile experience for CSM
- Learn why tracking and analyzing data is important for CSM
- Configure case process
- CSM agent workspace
- Advanced work assignment
- Case and account escalation
- Major issue management
- CSM with ITSM
- Learn about the portals for B2B and B2C
- Learn how the portals interact with Service Catalog
Frequently Asked Questions
What does the Customer Service Management (CSM) Fundamentals course cover?
This course covers Customer Service Management (CSM) Fundamentals training and best practices. IT Dojo delivers it as live instructor-led training with an emphasis on practical skills for government and DoD professionals.
How long is IT Dojo's Customer Service Management (CSM) Fundamentals training?
IT Dojo's Customer Service Management (CSM) Fundamentals training is 2 Days. It is available as live remote online instruction or on-site at your facility. All sessions are instructor-led with small class sizes to ensure individual attention.
Is this course available as live remote online training?
Yes. IT Dojo offers Customer Service Management (CSM) Fundamentals as live remote online training. A certified instructor leads the session in real time — students interact via chat or microphone. Classes are kept small (typically no more than 16 students) to ensure engagement. On-site delivery at your government facility or contractor location is also available.
What prerequisites are recommended before this course?
ServiceNow Administration Fundamentals (SNAF) or equivalent ServiceNow administration experience is required.
Does IT Dojo offer this training on-site at government or DoD facilities?
Yes. IT Dojo delivers Customer Service Management (CSM) Fundamentals on-site at government agencies, DoD commands, military installations, and contractor facilities. On-site training is ideal for teams of four or more and can be customized to your organization's specific environment and mission requirements. Contact IT Dojo to schedule.
How do I register for this course?
IT Dojo training is employer-sponsored — your organization registers and pays for seats. To schedule Customer Service Management (CSM) Fundamentals for your team, contact IT Dojo via the Request Training form or call 757-216-3656. IT Dojo will work with your contracting officer, training coordinator, or program office to set up the course.