For the last six years, I’ve had the privilege of implementing Customer Service Management (CSM) for over 20 customers. Each project has brought its own unique challenges, but some lessons have consistently stood out. Like any product that’s relatively new to the market, CSM hasn’t always come with a clear-cut “best practice” playbook. Over time, I’ve developed my own set of best practices—shaped by successes, setbacks, and everything in between. With CSM now the fastest-growing product line in ServiceNow, I’m sharing some of the key insights I’ve gained, hoping they’ll help others navigate their own implementations more effectively.