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IT support operations

Customer Service Management integration with Service Management

ServiceNow Customer Service Management (CSM) can transform external custom support by applying Service Management principles. ServiceNow CSM provides the range of products to be utilized by the customer service function of your organization and is designed to support external customers.

Many organizations are aware of the Case Management process, but are typically unaware of the Service Management processes and the benefits these processes offer:

Case Management
Account Management
Knowledge Management
Contract and Entitlement Management
Product and Asset Management
Field Service Management

Starting with ITSM:

If your organization has been using ServiceNow ITSM to deliver technical support to external customers, you can now adopt CSM to deliver bother customer and technical support to these stakeholders.

Starting with CSM:

If you have or are looking to adopt Customer Service Management (CSM) for customer support using case management and other related process to track customers, their issues, products and entitlements you may decide to adopt ITSM.  Adopting ITSM processes will transform you technical support by implementing Incident, Change and Request Management into the Customer Service Management process.

Regardless where you are in your customer support journey, Xceltrait can assist you is designing and implementing your integrated customer service management vision.

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