Professional training – ERP, CRM & Business Software

ServiceNow Customer Service Management

Get confident with ServiceNow Customer Service Management in 6 hours: focus on Cases, accounts and contacts, Service definitions and SLAs and Workflows with Flow Designer, live with a trainer, online or on-site.

Duration
6 hours, one session
Level
Expert
Format
Online or on-site
Language
German or English
Certificate
Certificate of attendance

Overview

“ServiceNow Customer Service Management” is designed for roles such as Sales, service and marketing staff who use a CRM every day and Accountants, controllers and HR staff using business software daily. In 6 hours you work your way through Cases, accounts and contacts, Service definitions and SLAs and Workflows with Flow Designer in a structured way – with plenty of practice and time for your questions.

Whether sales team, accounting, HR or online shop, business software determines how smoothly data and processes flow through the company. In our courses you learn ServiceNow Customer Service Management along real workflows, from creating master data and running standard processes to reports, roles and automations. We show how to set the system up cleanly, which settings save time every day and where typical mistakes arise. You practice in a test environment with sample data and receive templates for your own rollout. Delivered online or on site, at a fixed price per participant.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Focus areas of the course

Cases, accounts and contactsService definitions and SLAsWorkflows with Flow DesignerCustomer Service PortalKnowledge base and virtual agentReports and Performance Analytics

Who is this course for?

  • Sales, service and marketing staff who use a CRM every day
  • Accountants, controllers and HR staff using business software daily
  • Administrators and key users who set up and maintain systems
  • Managers and project leads involved in software selection and rollout

What you will be able to do

  • You know the key topics of ServiceNow Customer Service Management – Cases, accounts and contacts, Service definitions and SLAs, Workflows with Flow Designer, Customer Service Portal, Knowledge base and virtual agent and Reports and Performance Analytics – and can apply them in practice.
  • You set up ServiceNow Customer Service Management so that master data, roles and workflows match your team’s practice.
  • You run the key work processes confidently and efficiently.
  • You build reports and automate recurring tasks.
  • You identify weaknesses in the current setup and fix them in a targeted way.

Course outline

Module 1 Structure and master data in ServiceNow Customer Service Management
  • Interface, objects and navigation logic of ServiceNow Customer Service Management
  • Creating, importing and maintaining master data
  • Setting up users, roles and access rights
  • Data quality and duplicate prevention from day one
Module 2 Focus areas: ServiceNow Customer Service Management
  • Cases, accounts and contacts
  • Service definitions and SLAs
  • Workflows with Flow Designer
  • Customer Service Portal
  • Knowledge base and virtual agent
  • Reports and Performance Analytics
Module 3 Daily processes in ServiceNow Customer Service Management
  • Typical workflows from first entry to completion
  • Using documents, activities and links effectively
  • Applying templates, text blocks and default values
  • Teamwork and handovers
Module 4 Reporting and automation
  • Building reports, dashboards and list views
  • Setting up workflows, rules and notifications
  • Interfaces and import/export options
  • Keeping audit trails and data protection in view
Module 5 Practice project and rollout
  • End-to-end scenario in ServiceNow Customer Service Management for your industry
  • Typical pitfalls in rollout and migration
  • Training concept for colleagues
  • Action plan for the next 30 days
Module 6 Transfer to your daily work
  • Exercise based on a realistic case
  • Typical mistakes and how to avoid them
  • Checklist and templates to take away
  • Open questions, outlook and resources for further learning

Prerequisites

No special prior knowledge is required; experience with the business processes in your area helps. For levels 2 and 3 we recommend hands-on experience with the system. Solid hands-on experience with the topic is expected.

Technical requirements

Laptop with a current browser; test access and sample data are provided by us.

Dates & locations

For every location we suggest a date roughly four weeks ahead. Your preferred date is always possible.

  • Munich Mon, 14 December 2026 6 hrs Request
  • Salzburg Mon, 14 December 2026 6 hrs Request
  • Berlin Thu, 10 December 2026 6 hrs Request
  • Augsburg Tue, 15 December 2026 6 hrs Request
  • Hanover Wed, 16 December 2026 6 hrs Request
  • Bremen Wed, 16 December 2026 6 hrs Request
  • Stuttgart Tue, 15 December 2026 6 hrs Request
  • Kaiserslautern Thu, 10 December 2026 6 hrs Request
  • Online Wed, 16 December 2026 6 hrs Request

Frequently asked questions

Can I do the ServiceNow Customer Service Management course with my own data?

By default we use sample data in a test environment so you can practice without risk. You are welcome to bring your own processes and requirements as case studies, which we discuss anonymized. Production data should not be brought into the training.

Do I need my own license for ServiceNow Customer Service Management?

Usually not. For the duration of the course we provide a trial account or demo environment, as far as the vendor allows. If you already run a system, we clarify beforehand how to use it as a useful complement.

How much does “ServiceNow Customer Service Management” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 6 hours of live training with a trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. For every location we suggest a date roughly four weeks ahead. In the request form you can always describe your preferred date or period in free text – we check availability and get back to you within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run the course exclusively for your team.

Can the course be tailored to our team?

Yes. Tailor-made courses cost approx. €4,500 more, depending on the topic and by arrangement. We agree content, examples and exercises with you in advance.

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