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IT Service Management uses variety of tools including ServiceNow platform and is a well-defined process. It is always advisable to use best or most suited ServiceNow module to support needs of a business rather than putting efforts to customize the platform. ServiceNow releases new features during its upgrades and a business may have to lose out on certain new features, if there is too much of customization done to begin with. ServiceNow platform offers 2 different modules – ITSM (IT Service Management) and CSM (Customer Service Management).
“The ServiceNow ITSM module provides scalable workflows to manage and deliver IT services to business users whereas ServiceNow CSM module helps to drive customer loyalty with connected digital workflows that join customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end.”
While there are many similarities between both these two modules, like – knowledge management, service portal technology, surveys to measure customer satisfaction, integrated chatbots, use of AI and machine learning to improve service quality by reducing the workload of the service agents, automation of work flows etc. – they both were created to meet different business needs. Of course, a business can combine both ITSM and CSM to suit its needs.
How ITSM and CSM are different?
ITSM is recommended to be used by the businesses for internal IT service desks to deliver IT services to employees. Businesses can adopt CSM to transform their customer support using case management and other related processes to track customers, their issues, products, and entitlements. Some businesses can start with ITSM and later adopt CSM or vice versa. A more detailed explanation about this topic can be found here - https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/itsm-customer-service-management-whitepaper.pdf
Aress is a ServiceNow Technology Partner and has rich experience in implementation of ServiceNow solutions across different sectors, we understand the exact needs and provide a tailored solution to all our clients. I am available at firstname.lastname@example.org Please feel free to get in touch with me with your questions and requirements.