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September 26, 2023 - 10:30 am to 1:30 pm UTC+2

The University of Customer Service Management (CSM)

Online event

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.


Petr Smejkal, Devoteam
Petr Smejkal

CSM Centre of Excellence Tech Lead, Devoteam ALPS & ICE

Petr is an EMEA expert lead for Customer Workflows at Devoteam. He has a wide experience with different ServiceNow products, but Customer Service Management is his specialty. Petr led small, medium and huge implementations as an architect and he always tries to find the most effective, yet simple solution, specifically designed to the client's needs.

KK Sharma, ServiceNow
KK Sharma

Director, Solution Consulting, Customer Workflow


Khadija Machhoud, Devoteam Luxembourg
Khadija Machhoud

ServiceNow Solution Leader

Devoteam Luxembourg

Kevin Radman, Devoteam
Kevin Radman

ServiceNow Pre-Sales Lead Consultant

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.

Layla Ait Laaraj, Devoteam Luxembourg
Layla Ait Laaraj

Solution Engineer - Lead Consultant

Devoteam Luxembourg

David Irvine, ServiceNow
David Irvine

Senior Sales Director


Christy Hrušková, Devoteam
Christy Hrušková

ServiceNow Consultant

Devoteam ALPS & ICE

September 26, 2023 - 10:30 am to 1:30 pm UTC+2

The University of Customer Service Management (CSM)