Service Change Manager (SCM) is KBS's standardized process for submitting and processing service-related changes. In this course, you'll learn how SCM works, the role Customer Experience plays in supporting the process, and how to confidently assist Field Managers throughout the request lifecycle. Through real-world scenarios, you'll explore common request types, understand when approvals are required, and learn how to navigate exception situations. You'll also become familiar with the performance support resources available to help you quickly find answers while working.