K23 Customer Service Management (CSM) Implementation - Galileo 907 - Important links and info

[Ermal Llanaj]

This article is the digital forum for the K23 ServiceNow Customer Service Management Implementation pre-conference learning experience.

We are using this article for a few different functions:

1. Introduce yourself and connect with others
2. Ask questions and provide answers
3. Any resources you want to share

Classroom staff will be monitoring this conversation during class May 14-15, 2023 and will answer to the best of their ability. NOTE: This article will not be monitored post-conference, but feel free to continue the conversation.

Student Instance Reservation URL: https://clabs.link/csmi-k23-3020

[Christopher Nan]

Good morning!  My name is Chris Nanda, I am with a Partner (Veteran Enhanced Technology Solutions) and I have been working on the platform for 13 years and spent 5 of those in Engineering at ServiceNow.  Glad to pickup the CSM cert while here at Knowledge!

[amaury]

Hello, 

I am Amaury from France, I have been working as a developper in France for almost 7 years mainly on ITSM.

I want to open my range of skills to other modules.

Hope we all have fun while learning

[maheshladdha]

I am Mahesh Laddha. Working as ServiceNow Platform Architect at T-Systems International GmbH, Frankfurt.

I am here in this training to learn more about CSM as we are at start of implementation.

We will be using it for multi customer with domain separation so exited to know what we can best implement in that space.

Thanks

[RobertHayton]

I am here to learn I've been in the ServiceNow platform for almost 3 months now. i am working as a CSM and HRSD admin for Growmark out of Bloomington, IL. As many questions that i have for the system administrator exam I have just as many questions about the CSM module. i am a university training DBA major and i love seeing what the ServiceNow platform has to offer.

[qfawcett]

Quinn Fawcett - Solution Architect

Implementation specialist

Why am I here?  Want to understand CSM implementation and best practices

[Fadi Haddad]

Fadi Haddad, ServiceNow Administrator - Gallaudet University @ Washington DC. I have been working with ServiceNow for five years. Gallaudet University is looking to implement CSM, and I am here to gain knowledge and provide the implementation for Gallaudet University and pass the CSM exam also. 

[cbmarshall82]

Good Morning! I'm Crys Marshall and have worked with ServiceNow for just over 10 years as a customer and partner and have been working as a hybrid functional/solution architect for ServiceNow implementations and strategic advisory.

[Tracie Eisenber]

Good morning! My name is Tracie Eisenberg, and I am a Sr. Technical Business Analyst with MetaPhase Consulting (a ServiceNow partner). I have about two years working on the platform for various government clients. Looking forward to getting this cert!

[Prasad30]

Good Morning! Prasad Suryavanshi I'm lead Architect at WBD. I ServiceNow from Calgary and learning new things on day in day out.

Glad to be here for CSM.

[Diana Lewis1]

Diana Lewis, BizSolutions.Tech - VP Strategic Initiatives - 14 years experience with ServiceNow. Worked in ServiceNow's training department for 5 years. Now working for partner, BizSolutions.Tech. We do implementations, training development, teaching, SN public course teaching, and sustaining support. D.Lewis@BizSolutions.Tech

[Emily Infinger]

Good morning! My name is Emily Infinger. I work with a partner company, MetaPhase Consulting on the ServiceNow Team. I have been working with the platform since July 2022. My background is in UX/UI design and I am a developer on our team. I am excited to learn something new!

[Jo9]

Hi,

I'm Jo Kolanu from New Jersey. I've Servicenow customer from 2012.

Want to explore CSM module to explore options for external users and take cert

[Tanya D]

Good Morning,

Official title is Team Manager of our Service Center (I understand Gavin's background way too much 🙂 ). I've been a ServiceNow champion for our company and have lead our implementation for the Service Center as the CRM tool and have overseen the training for each department and created best practices for each department. Long story short I've accidently became the SME for ServiceNow.

[gibsjt]

Good morning! My name is Jason Gibson, and I am a ServiceNow architect for Evora.  I am happy to be here!!

[Steveneg]

Hi everone, glad to be here with you all ! 

I'm Steven, from Belgium. I recently started my journey with Servicenow (6 months ago) so I can't wait to enlarge my range of skills towards CSM with you guys. 

Have fun and do'nt hesitate to reach out !

[Heidi Presteen]

Hello I'm Heidi Presteen and an honored TA for this class! I led the curriculum development team that created this class and the exam! Find me on LinkedIn https://www.linkedin.com/in/heidi-presteen-59448132/

Please give us your feedback as we love to hear from our students. Good luck with the exam and enjoy K23!

[Jason Sturgeon]

Hi I'm Jason with the FDIC and I am here by choice. Like Gavin mentioned about implementations in government I am here to try and avoid a poor implementation from the start. I serve in many roles on our platform including Knowledge Management process owner, system admin, catalog and portal developer. Open to making connections in this community to keep the learning and sharing going even after K23.

https://www.linkedin.com/in/jasonrobertsturgeon/ 

[Bill Nolan]

Morning, 

I’m Bill N. I a long time SN architect since Berlin, 

I currently lead the team at Gallo wines managing our ITSM, HR, ESC, ITOM, ITBM, FSM, and now CSM 

[ryanelms]

Ryan Elms

ICT Senior Manager, Workplace Services

I work for a growing energy business that is interested in implementing SNOW for the benefit of the organization.

[lerwine]

I am a software developer who also supports ServiceNow. I have been doing development and implementation for on-premises instances, supporting public-sector customers in ServiceNow since 2011. My goal is to see how I can best implement CSM to better support our customer and the services that our IT department provides.

[Bridget Muntefe]

Bridget Muntefering - State of South Dakota

I have recently changed from a Scrum Master role to a Project Management Role. I have experience in both ITSM and our State Agencies are just getting started with CSM. I am interested in best practices within CSM, and how to create a smooth transition from old business models to new CSM models for agencies. 

[Joseph Zurawski]

Principle Architect for a small implementation shop in MA. I am taking this class because our boss wants us to take a class while here. We have a few CSM SOW projects coming up and it might make sense for some of us to get certified. I have already done some CSM implementations so maybe it's not a bad idea to learn to drive properly?

Started my career as a Java developer, moved through the IT ecosystem and ended up in SN. And here we are.

If I'm being honest, I would rather be mountain biking right now. But here we are. Hopefully you will entertain us. 

My question for you: Can you show us 1 of the pics you took while hiking the Great Wall to the bus?

I live in NJ. 

[RachelCampbell]

Hello! I'm Rachel, and I work for the US Department of State. My primary focus is on the processes we use to help our customers. We have multiple ways for our customers to contact us (which sends them to different offices), and this is problematic for many reasons - they get different answers because the people answering interpret the issues from their own lens. I need to better understand how other organizations structure their helpdesks/services taking multiple offices (with different functions) into consideration. 

[Anna Eklund1]

Hi! 

My name is Anna Eklund and I am working as Business Analyst at Netgain (Partner) in Sweden! Have been working for ServiceNow since 2018, mostly with HR and custom applications! Happy to be able to attend todays class 😀

[Alexander Versh]

Alexander - Global ServiceNow product owner at Syntax. We are planing to implement TPSM solution with the next year. We are looking for experienced architects to help us implement this solution. If you are interested to hear more, please, don’t hesitate to reach out.

[Matsen]

Hello!
Mats Bringefalk, Business Analyst from Netgain (Partner in Sweden). 
Working with ITSM and CSM-projects with customers, primary in Swedish healthcare and public sector.
Looking forward to do this course in class, to get more information, tips and good discussions, and good to be in Vegas.

[Thomas Mandel]

Good morning. My name is Thomas Mandel, Solution Specialist Public Sector at Media Solutions, Munich. I have been working on the platform for 1 year. Prepare demos: CSM, ITSM. I have already been able to gain experience, but I would like to deepen that.

[uniklee2]

Team, I am Koyum Olalere, an employee of a United State government Information Technology Services. I have been in the Platform for the past 7 years engaging in several applications. Love to connect, have fun and get certification after this training.

[CJ Hinton]

The guy that said low-code/no-code was better is a plant! (kidding)

[Tanya Stobbe]

Hiya! I'm Tanya Stobbe, Senior training and adoption lead at ServiceNow and one of your TA's. We do masses of custom training for our clients, and I've seen hundreds of CSM implementations out in the wild. Feel free to reach out! https://www.linkedin.com/in/tanyastobbe/

Hope you enjoy the class and K23! 🙂

[Richa2]

Hi! I am Richa Aggarwal, Business Analyst & Solution Architect at Procori SMC AB. We are a Servicenow Consulting firm based in Sweden. I also have Servicenow Developer experience. I have mostly worked with ITSM & CSM and is into Servicenow Platform for around 6 yrs now. Happy to connect!

You may find me here - https://www.linkedin.com/in/richa-aggarwal-278a004/ 

[Richa2]

I would like to hear your experience if you worked or faced challenge by the customer where customer wants to synch everything (Comments/Worknotes/States) from Case to Incident and viceversa. What is the process you have used when the customer is working with CSM integrated with ITSM?

[RobertHayton]

Good afternoon class,

Now that I know the serviceNow events app is a thing please add me so we can network!

 

[Richa2]

Same here. Please feel free to connect. My QR Code is BA0DC4. There is an option to enter the code manually as well.

[gavinsn]

[Martin Corona1]

Hello,
it was a pleasure sharing classroom with all of you, Thanks Instructors, great class.

Martin

https://www.linkedin.com/in/martincorona10/

[Venkatesh_Ramai]

Hello ! I'm Venkatesh from UK, Servicenow Developer & Solution Architect with 8 years of consulting experience.
Worked mainly for UK Banking and Government Clients.
Looking forward to add CSM to my profile. Happy to connect !
LinkedIn : http://linkedin.com/in/venrama