30-NOVEMBER 2022 I 10:00 AM- 16:30 PM

Mastering CSDM & CSM

Boost your service delivery

Event Organizers:


About The Event


This “C-event” ServiceNow crash-course is exclusive for ServiceNow customers – Enterprise Architects, IT leaders & decision makers who have a keen interest in the planning- & financial aspects of CSDM & CSM. The C-event stands for CSDM, CSM & CMDB.


In our exclusive C-Event by Einar & Partners and SEQUAL Consultancy, participants will learn all they need to know about CSDM and how it connects to processes like Customer Service Management & customer operations (including core-processes like CMDB & ITOM).

Engage and network with like-minded professionals in this informal setting around the challenges and topics of scaling and improving service delivery. Therefore, the goal is to share ready-to-use knowledge during the crash-courses and round table session.

This is a perfect opportunity for you to share your thoughts or even a current business issue. 


In the CSDM crash-course, we share the best practice view on how to use a common service model across the organization to run complex operations across multiple lines of business. Learn how to start and maintain the common approach to optimized service delivery. To digest this information, we will present an interesting use case that will help you visualize and understand the basics of the CSDM.

The value of CSDM is optimized service delivery by finding common frameworks to describe the service landscape. Regardless of the kind of services: Technical-, Application- or Business Services.

During the CSM crash-course, we will further elaborate on the use case and connect it to Customer Service Management (CSM) in optimal forma to improve customer satisfaction and optimize experiences for customers and agents by streamlining your processes. The aim is to increase customer satisfaction while reducing case volume and costs.

Let us change the game and proactively address customer issues, detect issues faster, or even prevent them. Surely our use case provides insights into best practices for your daily operations, helping you to address and automate recurring challenges and activities.

After the crash course, you will understand the power of CSDM and the added value of CSM combined. Furthermore, you will be able to explain it to the business and IT stakeholders while being able to take the first steps to get started.

We guarantee to deliver top knowledge along with practical experiences and interesting discussions!


10:00 - 10:45 - Event Opening

We will welcome you with delicious Italian coffee and small sweets such as muffins, croissants & brownies.

Where: Plenary Room

10:45 - 11:15 - Event Start & Welcome

The start off the day with an energizing introduction by our hosts. Attendees will also get a brief overview of the ServiceNow platform to set the stage for the day.

Where: Plenary Room

11:15 - 12:15 - CSDM Crash-Course

CSDM broken down and simplified. The data-model expert from Einar & Partners (Michel Conter) will give a complete overview of:

  • Business, Technical & Application Services
  • Planning aspects of CSDM Implementations
  • Real-life use-cases & examples
  • How to scale CSDM successfully

Based on over 20 CSDM projects & engagements tangible knowledge will be shared.

Where: Plenary Room

12:15 - 13:00 - Lunch

Lunch will be served with a wide assortment of food options. Home-made soups, smoothies and juices, delicious sandwiches, pastries, and more! Additionally, the lunch is a great opportunity to network with your peers and to speak to our experts.

Where: Breakout Room – Lunch-Tables

13:00 - 14:00 - CSM Crash-Course

David Kliffen from SEQUAL consultancy will give a comprehensive crash-course in CSM (Customer Service Management). You will be able to connect the dots and pieces from the previous CSDM crash-course and put it into a context.

  • Case Management & Improving Service Delivery
  • Increasing customer satisfaction and reducing case volumes
  • Connecting CSM to CSDM
  • Best practices related to CSM Module

Where: Plenary Room

14:00 - 15:00 - Break-out sessions (CSDM & CSM)

During the round table sessions it’s your chance to bring in your real-life cases. Bring work-related CSDM or CSM topics to the table, brainstorm with the group and get hands-on solutions.

Where: Breakout Rooms

15:00 - 15:15 - Presentation of round-table

Presentation of the results from the roundtable and break-out sessions. Get insights and knowledge from different perspective and how the groups have solved the various challenges at hand.

15:15- 16:30 - Drinks

Drinks & food will be served where you get a chance to network with other attendees, bring your business challenges, discuss real scenarios or just have some fun together. An excellent networking opportunity as well as a chance to engage 1-on-1 with our experts.

16:30 - Event Ending

The day and event will end with lessons learned, thank you and goodbyes. Before leaving all attendees will be receiving some goodie-bags and other fun surprises, and hopefully sign-up for our next event!


Leading Industry Experts

Alexander Ljungström

Founder @ Einar & Partners

Michel Conter

Lead Strategic Advisor AI- & IT Operations @ Einar & Partners

Jaap Brinkman

Business Unit Director
@ SEQUAL Consultancy

David Kliffen

Senior Business Consultant
@ SEQUAL Consultancy

How to get there and where

Event Location & Info

DIJKS AMSTERDAM, Kanaaldijk 119, 1454 AE Watergang

About the venue:
DIJKS is located in Watergang, on a dike with a view over water and meadows, near Amsterdam.

Parking Spaces:
21 parking spaces are available

Public Transport:
You can easiest reach the venue through bus 52 – check more on GVB