ServiceNow is the most innovative application in the world largely because of its flexibility. This book will help you to unlock the power of ServiceNow CSM and to unlock the organization’s digital potential to deliver state of the art customer services.

This handbook is extremely different from any other book in the market, stores and libraries. In fact, a unique of its kind, giving a change to readers to quickly learn about the key concepts of ServiceNow CSM (Customer Service Management).

This book is the shortest way for the students and professionals who wants to enhance their knowledge, skills and expertise on the ServiceNow CSM, its Framework and Implementation. This book not only aims to provide quick career boost in a lesser time but also a smartest master piece to the ones who wants to appear in “Certified Implementation Specialist – Customer Service Management (CIS-CSM)” certification exam in near future or later.

The notes are deliberately designed in form of the points to keep the readers interest alive. 98% points are directly related to the CIS-CSM) exam but there are few which added to cover relevant knowledge.

The authors of this book have provided all the information based on their personal knowledge and experience with good intentions. However, we strongly recommend consulting other books and information material to maximize your chances of success in the CIS-CSM or any other ServiceNow exam.

This book will empower your resilient enterprise with risk-informed customer Service embedded in daily work. Connect the business, service delivery, and IT with Customer Services. This helps to manage the customers with more resilience in real time. As strong customer service can keep your operations aligned with your business objectives and desired outcomes. Once the strategy is set, governance can streamline decision-making. In this book, you will discover how to harness the power of digital customer service.