Jumpstart Your CSM Configurable Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Jumpstart Your CSM Configurable Workspace

    The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator is designed to help ServiceNow Impact customers quickly understand and begin using the CSM Configurable Workspace. It offers a comprehensive overview, hands-on demonstration, and guided setup to showcase the workspace’s capabilities and value. This accelerator supports improved product adoption and usage through key resources and leading practices.

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    Available to customers with Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages, this accelerator provides a structured approach to learning and implementing the CSM Configurable Workspace.

    Key Features

    • Technical Accelerator Consultant Support: Provisioning of a temporary instance with activated plugins to facilitate setup and exploration.
    • Customer Coaching Sessions:
      • Session 1 (up to 90 minutes): Includes CSM Configurable Workspace overview, history, design rationale, key features, adoption benefits, installation, updates, guided setup walkthrough, agent experience, configuration guidance, and leading practice resources.
      • Session 2 (optional, up to 60 minutes): Q&A session to address specific customer questions.
    • Temporary Instance Access: Customers receive 30 days access to the provisioned instance for hands-on exploration.
    • Customer Resource Engagement: Defined roles such as Platform Owner, System Administrator, Process Owner, Contact Center/Service Desk Managers, Customer Service Agents, Developers, and Trusted Service Partners are involved to ensure successful adoption and governance.

    Customer Responsibilities and Participation

    Successful engagement requires participation from various customer roles to align with business strategy and platform governance, maintain platform stability, oversee processes, and manage user experience and agent productivity.

    Specific responsibilities include:

    • Platform Owner: Oversees platform accountability and governance.
    • System Administrators: Maintain platform usability and perform configuration tasks.
    • Process Owners and Contact Center/Service Desk Managers: Ensure process fit and agent experience quality.
    • Other Stakeholders: Include agents, team leaders, developers, and trusted partners to support adoption and customization.

    Limitations and Exclusions

    This accelerator or certain activities may not be available in restricted environments, self-hosted customers, or managed service providers with domain-separated instances. ServiceNow resources do not implement recommendations in customer sub-production or production instances.

    The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.

    Accelerator overview

    Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied  demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage.

    For additional information on the feature, see CSM Configurable Workspace.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.

    Offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    What you get

    Session preparation
    The Technical Accelerator Consultant:
    • Provisions a temporary instance
    • Activates related plugins
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of CSM Configurable Workspace:
      • History
      • Design reasoning
      • Features
      • Adoption benefits
    • Applied demonstration of CSM Configurable Workspace:
      • Installation and updates
      • How to use guided setup
      • Walk through of agent experience
      • Highlight of key features
      • Configuration guidance for admins
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to the CSM Configurable Workspace

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrators Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. ✓
    Process owners A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. ✓
    Contact center / Service Desk managers Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. ✓
    Other customer roles Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. ✓
    Developers Makes changes within the ServiceNow platform to meet process requirements ✓
    Trusted Service Partners Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested information / access

    Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    ServiceNow resources are not responsible for implementing recommendations on customer’s sub-production or production instances.