With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms. 

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

With our services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

With the combined expertise of experienced consultants and educational professionals, we offer digital learning formats that are tailored to your needs. These include interactive learning experiences, knowledge nuggets and context-specific learning formats.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

ServiceNow® as a Service is the ideal product for a quick entry into the digital transformation of small and medium-sized enterprises: We take care of the setup and configuration of your ServiceNow® environment, map your processes there, and enable tailoring to individual needs without long-term contractual commitments.

With Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

Learn about the possibilities of ITIL®, PRINCE2® and DEVOPS in your company through playful simulations. Experience a fictitious space flight or increase the productivity of a pizza delivery company. In the process, many typical problems encountered in IT organisations become visible.

In our practical workshops, competent trainers support your organisation in integrating theoretical frameworks and software know-how into everyday practice.

Together with you, we develop solutions for the introduction, advise on the concrete design of processes

Our online training courses prepare you digitally, diversely and efficiently for your certification.

In the basic training courses for ITIL®, PRINCE2® and Security Awareness, you will be familiarized with the content with the help of case studies and quizzes and chapter questions - all you need is a computer or tablet with a stable internet connection.

Customer Service Management Introduction

The fast introduction to Customer Service Management

Your Benefits

Trainer:innen mit langjähriger Praxiserfahrung

Best Practices aus vielen Kundenprojekten

Available as webinar or classroom training

Auf Anfrage auch auf Englisch verfügbar

For classroom: Top locations with lunch and refreshments during breaks

from600 EUR520 EUR plus VAT. 80 EUR Savings

Price per participant

Unfortunately there are no dates planned for this training at the moment.

Please contact us for an individual arrangement or an inquiry for an in-house training.

 

The one-day introduction to Customer Service Management

In our Customer Service Management Workshop you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.

Thus, the course prepares even participants without previous knowledge of ServiceNow comprehensively for the handling of cases. Run through the lifecycle of a case using a ServiceNow instance and optimize your customer service from the inquiry to the solution.

Who is the course suitable for?

This workshop is aimed at employees of a company that wants to introduce or has introduced CSM. The target group of the workshop are agents working on cases or customer service managers. To participate in this workshop it is not necessary to have previous experience with ServiceNow. We will explain how to use the tool during the workshop.

The contents of the Customer Service Management Workshop

The roles

Learn which roles are required to work on cases, create new accounts and also which roles your customers need to create new cases.

Case lifecycle

Which different statuses are used on the case? How can I communicate towards the customer? How can customers create cases?

Platform functionalities

How can a knowledge base help me solve cases? How can I use Visual Task Boards to organize my cases.

Your benefits

You recognize the benefits of using CSM to improve the customer experience.

You will learn about the relationships between individual cases (parent and child) and their prioritisation.

They learn how to use the task boards to structure the work on cases.

You will get to know the Knowledgebase and learn how it supports case solving.

Our methodology: Learning ServiceNow practically

Our workshops are interactive and are supported by Power Point - because this is the only way to ensure sustainable learning success. For this reason, we will often work directly in a ServiceNow instance during these workshops to loosen up the learning content and at the same time simulate its application in practice.

Agenda

(Kopie 9)

All day 09:00 - 17:00

 

ServiceNow Walk Through

  • Basic understanding of user group roles and their management
  • Handling with lists and forms 
  • Use and creation/adaptation of dashboards & homepages
  • Creation of a knowledge base and its articles as well as working with a knowledge base in the customer service management environment

Case Management 

  • How to create and edit cases
  • How to communicate with the person concerned when working on a case
  • What has to be considered when closing cases and how is the person concerned informed about the solution

Case Handling 

  • How are cases assigned to the respective agents 
  • Show escalation of a case
  • Relationship to other cases using the example of parent and child relationships of cases

The mentioned end times are to be understood as guidelines. Changes in the schedule may occur, for example, due to smaller groups, a good basic understanding of the topic or similar. Times are also planned for the follow-up or preparation of topics on one's own. In addition to the morning and afternoon break of approx. 15 minutes and the lunch break of approx. 1 hour, there are also shorter screen breaks (5-10 min.) in between virtual trainings.