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September 26, 2023 - 9:30 am to 12:30 pm UTC+1

The University of Customer Service Management (CSM)

Online event

Many organisations struggle to deliver efficient customer service due to manual processes and siloed tools, which not only affect the customer experience negatively, but also incur a significant cost burden to the organisation. Efficient self-service tools are often a distant dream, resulting in an ever-increasing workload for customer service agents handling telephone calls, emails and web chats. 

Does this sound familiar? If so, you’ve arrived at the right place. Welcome to The University of CSM – an interactive workshop for customer and service management professionals who seek to get their organisation’s customer service back on track. 

Join us to hear how ServiceNow’s CSM solution, with customer experience at the forefront, can help your organisation to transform and optimise your customer service offerings, delighting customers and service agents alike. Hear from ServiceNow about the latest trends in the marketplace, along with practical real-world advice from Devoteam about implementation approaches and best practices. You will have an opportunity to engage with our subject matter experts via breakout rooms, polls, and Q&A.

This workshop is suited to organisations at all stages of their CSM journey – whether completely new to ServiceNow, using ServiceNow elsewhere in the organisation, or an existing CSM user looking for some help.

To secure your place please register today! 

The next workshop takes place on Tuesday 26th September 2023, 9:30 AM – 12:30 PM (BST)


Kevin Radman

Head of ServiceNow Pre-Sales

Kevin specialises in customer and employee workflow transformation, with a ServiceNow career spanning pre-sales, delivery and strategic consultancy. Kevin helps organisations of all sizes to scope and plan ServiceNow projects that are realistic and achievable, aligned to desired business and strategic outcomes.

Christy Hruskova

ServiceNow Consultant at Devoteam

Christy brings much experience in IT Support and Customer Service Management processes, with a specialised focus on ServiceNow ITSM and CSM as a technical consultant.

David Irvine

Senior Sales Director at ServiceNow

Khadija Machhoud

ServiceNow Solution Leader | CSM Trainer at Devoteam

ServiceNow Technical Manager and CSM trainer, currently living in Luxembourg. Have been working for Devoteam for the past 6 years and am passionate about ServiceNow with a focus on ITSM, CSM and ITOM.

KK Sharma

Director, Solution Consulting, Customer Workflow at ServiceNow

Layla Ait Laaraj

ServiceNow Tech Lead at Devoteam

Petr Smejkal

Customer Workflows Lead | Advisor at Devoteam ALPS & ICE

Petr is the expert lead and Devoteam's champion of Customer Workflows. Petr has wide experience with different ServiceNow products, but Customer Service Management is his speciality. Petr is an experienced architect for implementations of all sizes, and strives to find the most effective yet simple solution.

September 26, 2023 - 9:30 am to 12:30 pm UTC+1

The University of Customer Service Management (CSM)