Enroll in industry-leading ServiceNow CSM Training in Hyderabad with Online IT Guru and become a Certified Customer Service Management professional. Get hands-on learning, real-time project exposure, and placement assistance to launch your career in ITSM.
Overview of ServiceNow CSM Training in Hyderabad
Are you looking to build a career in Customer Service Management (CSM) using ServiceNow, one of the most in-demand ITSM platforms? Online IT Guru offers comprehensive ServiceNow CSM training in Hyderabad, designed to equip you with in-depth knowledge of the CSM module, real-time case studies, and practical hands-on experience.
This course is tailored for IT professionals, customer support executives, ServiceNow developers, and anyone aspiring to master the ServiceNow CSM application and related workflows. Whether you’re a fresher or an experienced professional, our program ensures that you gain real-world exposure and are job-ready.
Key Highlights of Our ServiceNow CSM Course
- Live Instructor-Led Online Training
- Certified & Experienced Trainers
- Hands-On Lab Sessions
- Access to ServiceNow Instance
- Real-Time Use Cases & Projects
- Resume Preparation & Mock Interviews
- 100% Placement Assistance
- Weekday & Weekend Batches Available
What is ServiceNow CSM?
ServiceNow Customer Service Management (CSM) is a robust solution that enhances service delivery by automating tasks, resolving issues faster, and improving the customer experience. It bridges gaps between departments and ensures proactive customer service.
CSM helps organizations:
- Automate service processes
- Identify root causes of issues
- Deliver omni-channel support
- Monitor SLAs and performance analytics
With the growing demand for ServiceNow-certified CSM professionals, Hyderabad has become a hub for career opportunities in ITSM and enterprise automation.
What You Will Learn in Our ServiceNow CSM Training
Our curriculum is curated based on the latest ServiceNow updates and real-world job requirements:
Module 1: Introduction to ServiceNow & CSM
- Overview of ITSM and CSM
- Introduction to ServiceNow Platform
- Navigating the UI & Application Scopes
Overview of ITSM and CSM
ITSM (IT Service Management) refers to the policies, processes, and procedures used by organizations to design, deliver, manage, and improve the way IT services are delivered to customers. It ensures that the right processes, people, and technology are in place to meet business goals.
CSM (Customer Service Management) in ServiceNow is an extension of ITSM that focuses on providing seamless and proactive support to external customers (rather than internal users). It helps businesses resolve issues faster, improve customer satisfaction, and automate service processes through digital workflows.
In this section, you will learn:
- The key principles of ITSM
- How CSM extends ITSM for customer-facing processes
- Differences between ITSM and CSM use cases
- Benefits of implementing ServiceNow CSM in real-world scenarios
Introduction to ServiceNow Platform
The ServiceNow platform is a cloud-based workflow automation tool that helps enterprises streamline and automate a wide range of business processes—from IT operations to HR, customer service, and security operations.
This section covers:
- What ServiceNow is and how it works
- Different applications/modules within ServiceNow (e.g., ITSM, CSM, HRSD)
- How it supports digital transformation and automation across departments
- Licensing model and usage in industries like telecom, BFSI, and healthcare
Navigating the UI & Application Scopes
Once you log into the ServiceNow instance, you interact with a powerful User Interface (UI) designed for both administrators and end users. Understanding this interface is crucial for performing any task efficiently.
Here’s what you’ll explore in this part:
- Key components of the ServiceNow UI: Navigator, Form Views, List Views, Search, and Filter
- How to customize the layout and personalize dashboards
- Understanding Application Scopes—a way to group and isolate applications for better data security and modular development
- Working with the Studio IDE to manage custom applications within ServiceNow
Module 2: Core CSM Concepts
- Understanding CSM architecture
- Configuring Customer Accounts & Contacts
- Creating Cases, Workflows, and SLAs
Understanding CSM Architecture
This involves learning how the Customer Service Management (CSM) application is structured within the ServiceNow platform. It covers the core components like customer accounts, contacts, cases, and related modules, along with how these elements interact. Understanding the architecture helps you see how data flows, how customer issues are tracked, and how the system supports seamless service delivery.
Configuring Customer Accounts & Contacts
This topic focuses on setting up and managing customer accounts and contacts within ServiceNow CSM. Customer accounts represent the organizations or individuals your company supports, while contacts are the people associated with these accounts. Proper configuration ensures accurate customer information, easier case management, and personalized service interactions.
Creating Cases, Workflows, and SLAs
Here, you learn to create and manage cases—which are records of customer requests or issues. You also configure workflows, which automate the process steps to resolve cases efficiently. Additionally, Service Level Agreements (SLAs) are set up to define the expected response and resolution times, helping ensure customer issues are addressed promptly and meet agreed standards.
Module 3: Advanced CSM Functionality
- Playbooks for Customer Service
- Case Lifecycle Automation
- Virtual Agent & Chatbots
Module 4: Integrations & Portals
- Knowledge Management
- Integration with other ServiceNow modules
- CSM Portal & Mobile App
Knowledge Management
Knowledge Management in ServiceNow CSM is about creating, organizing, and sharing helpful information and solutions. It enables customer service teams and customers to quickly find answers to common questions or problems without needing to raise a case, improving efficiency and customer satisfaction.
Integration with other ServiceNow modules
This refers to how the Customer Service Management (CSM) module connects and works together with other ServiceNow applications—like IT Service Management (ITSM), Asset Management, or Field Service Management. These integrations help provide a seamless flow of information across departments, ensuring better coordination and faster problem resolution.
CSM Portal & Mobile App
The CSM Portal is a user-friendly web interface where customers can log cases, check case status, and access self-service resources. The Mobile App offers the same functionalities on smartphones and tablets, enabling customers and agents to interact and resolve issues anytime, anywhere, enhancing accessibility and convenience.
Module 5: Real-Time Projects & Use Cases
- Implementing CSM for Telecom & BFSI domains
- Automating ticket resolution process
- Dashboard & Reporting
Who Should Take This Course?
- ITSM Professionals
- ServiceNow Admins & Developers
- Technical Support Engineers
- Customer Service Managers
- Freshers looking for ITSM careers
- Anyone aspiring to become a ServiceNow CSM Consultant
Job Opportunities After ServiceNow CSM Training
After completing the training, you can apply for roles like:
- ServiceNow CSM Developer
- ServiceNow Customer Service Consultant
- ServiceNow Functional Analyst
- CSM Solution Architect
- ITSM Engineer
ServiceNow CSM Developer
A ServiceNow CSM Developer designs and builds custom Customer Service Management solutions on the ServiceNow platform. They write scripts, configure workflows, and integrate third-party systems to tailor the CSM application to meet business needs. Their work ensures smooth automation of customer service processes and enhances user experience.
Key skills:
- JavaScript, AngularJS, and ServiceNow scripting
- Workflow configuration
- API integrations
- Customizing CSM modules
ServiceNow Customer Service Consultant
The ServiceNow Customer Service Consultant works closely with businesses to understand their customer service challenges and advises on best practices for implementing ServiceNow CSM. They gather requirements, design solutions, and ensure the platform meets organizational goals for customer engagement and support.
Key responsibilities:
- Requirement gathering and analysis
- Solution design and implementation guidance
- Stakeholder communication
- Training and support
ServiceNow Functional Analyst
A ServiceNow Functional Analyst acts as a bridge between business users and the technical team. They analyze business processes, document workflows, and translate business needs into functional specifications for configuring ServiceNow modules, including CSM and ITSM.
Key activities:
- Process mapping and documentation
- Requirement analysis
- Creating user stories and use cases
- Supporting testing and deployment
CSM Solution Architect
The CSM Solution Architect is responsible for designing the overall Customer Service Management solution architecture on the ServiceNow platform. They ensure all technical components align with business strategies, scalability, and security requirements, providing a roadmap for successful CSM implementation.
Key expertise:
- System architecture design
- Integration strategy
- Security and compliance planning
- Leading development teams
ITSM Engineer
An ITSM Engineer focuses on implementing and maintaining IT Service Management processes using ServiceNow ITSM modules. They configure incident, problem, change, and asset management workflows to improve IT service delivery and support internal business operations.
Core tasks:
- ITSM module configuration
- Workflow automation
- Incident and problem management
- Performance monitoring and reporting
Hyderabad is a prime IT hub with multiple ServiceNow hiring companies including TCS, Cognizant, Infosys, Tech Mahindra, Accenture, and Capgemini, offering competitive salaries to certified ServiceNow professionals.
Certification Guidance
Our trainers help you prepare for the ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam. You will receive:
- Exam guidance
- Sample questions
- Certification tips
- Mock assessments
With proper training and guidance, you can confidently pass the CSM certification and enhance your professional credibility.
Why Choose Online IT Guru for ServiceNow CSM Training?
- Expert Trainers: Real-time professionals with 10+ years of experience
- In-Depth Curriculum: Aligned with industry and certification needs
- Real-Time Projects: Work on use cases from telecom, IT, and BFSI sectors
- Career Support: Resume writing, mock interviews, job referrals
- Flexible Learning Options: Online classes with LMS access
- Trusted by 50,000+ Learners
FAQs–
1. What is Knowledge Management in ServiceNow Customer Service Management?
Knowledge Management in ServiceNow CSM is the process of creating, organizing, and sharing information like FAQs, solutions, and documentation to help both customers and agents quickly resolve issues. It improves support efficiency and customer satisfaction by providing easy access to accurate information.
2. How does ServiceNow CSM integrate with other ServiceNow modules?
ServiceNow CSM integrates with modules such as IT Service Management (ITSM), Field Service Management (FSM), and Asset Management to streamline workflows, share customer data, and enable end-to-end service delivery across departments.
3. What functionalities does the ServiceNow CSM Portal provide to customers?
The CSM Portal allows customers to log and track their cases, search the knowledge base, request services, and communicate with support teams through an intuitive and user-friendly interface.
4. Is there a mobile app available for ServiceNow Customer Service Management?
Yes, ServiceNow offers a dedicated CSM Mobile App, enabling customers and support agents to manage cases, receive notifications, and access knowledge articles from their mobile devices for convenient, real-time support.
5. Why is Knowledge Management important in customer service?
Effective Knowledge Management helps reduce case volume by empowering customers with self-service options, speeds up issue resolution, and ensures consistent communication by providing accurate and updated information.
6. How does integrating ServiceNow CSM with ITSM improve service efficiency?
Integration ensures smooth data flow between customer service and IT teams, automates case escalations, and allows IT incidents to be resolved faster by sharing relevant information, which ultimately improves customer satisfaction.
7. Can customers submit and track cases through the ServiceNow CSM Portal?
Yes, customers can easily submit new cases, track the status of their existing cases, and view updates directly via the ServiceNow CSM Portal, enhancing transparency and engagement.
8. What types of knowledge articles can be created in ServiceNow Knowledge Management?
Knowledge articles can include FAQs, troubleshooting guides, how-to documents, policy information, and best practices, all designed to help users find solutions without needing direct support.
9. How does the ServiceNow CSM Mobile App enhance customer experience?
The mobile app provides on-the-go access to case management, real-time notifications, and knowledge base articles, allowing customers to get support anytime and anywhere, increasing responsiveness.
10. What are Service Level Agreements (SLAs) and how do they relate to ServiceNow CSM?
SLAs define the expected response and resolution times for customer cases. In ServiceNow CSM, SLAs are configured to ensure timely service delivery and help monitor team performance against customer expectations.