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How do I use ITSM with Customer Service Management?Questions addressed:Page 1: What I TSM productsare av ailable w ith myCustomer Serv iceManagement license? When should Iintroduce I TSM and/orCustomer Serv iceManagementproducts? How do I use I ncidentand ProblemManagement tosupport CaseManagement? How do I use ChangeManagement tosupport CaseManagement?Page 2: Why should I use I TSMproducts w ith CaseManagement?Pages 3–6: What are the standardw orkflows for CaseManagement andI TSM?Customer Service Management helps customers with a technical customer support function to use IT Service Management (ITSM)processes like Incident and Problem Management to resolve customer issues.When should I introduce ITSM and/or Customer ServiceManagement products?What ITSM products are available with my CustomerService Management license?Product/featureIncident ManagementChange ManagementProblem ManagementService Catalog and Request ManagementCMDBKnowledge ManagementCase ManagementAccount ManagementContract and Entitlement ManagementProduct and Asset ManagementCommunitiesIncludedin ITSMXXXXXXIncluded in CSMXXXXXXXXXXXXIf you have ITSM already: Introduce Customer Service Management when you havededicated teams providing support to external customers ora shared service team providing unified support to internaland external customers. Case Management (included in Customer ServiceManagement) will provide a single record type for managingcustomer support.If you start with Customer Service Management: Introduce ITSM to optimize technical support processes orwhen you have dedicated teams supporting employees withIT service issues. It’s ideal for supporting technical products and services.How do I use Incident and Problem Management to support Case Management?Technical support agents can create incidents from cases in the event of service disruptions and assign them to internaldepartments for resolution. Changes and problems can also be created by technical support as needed to resolve incidents.How do I use Change Management to support Case Management?Technical support agents can create change requests if they identify that the customer needs something requiring a change, an dthey can provide all the information needed to support the change. The support agent will need to notify the change implement erand agree to a date for the change. Changes can also be created as needed to resolve incidents or to address requests submitt edthrough request management.1 2022 ServiceNow , I nc. All Rights Reserved.
How do I use ITSM with Customer Service Management? (Cont.)Why should I use ITSM products with Case Management?Case Management helps your customer service agents track and manage customer interactions—but some issues require help from technical supportspecialists for fast resolution. ITSM products let technical support functions manage and resolve these issues effectively, w hile Case Management providesthe “connective tissue” between your customers’ issues and steps taken outside your customer service organization to resolve these issues. By using ITSM andCase Management together, you pair effective management and tracking with effective customer issue resolution.CustomerYou can create incidents, changes, requests, and problems from Case Management.CustomersupportagentCustomer support agentassigns cases totechnical support asincident, problem, orchange requests.Technicalsupport1Report issue/needReviewsolutionCreate andassign caseIncident ManagementResolve and restoreservice disruptions2ProposesolutionChange ManagementDeliver change toresolve customer needProblem ManagementInvestigate incidentroot causes3Solutions arecommunicated tocustomer support agentwho reviews and closesthe case with thecustomer.Cases can be resolved or may require additional investigation.2 2022 ServiceNow , I nc. All Rights Reserved.
How do I use ITSM with Customer Service Management? (Cont.)Case Management – Incident Management workflowTaskProcedureCreate caseCreate a case to capture an issueor a request submitted by thecustomer through a v alid supportchannel.Verify entitlementand assign caseRaise to technicalsupportAssign incidentResolve incidentReview resolvedincidentPropose solutionTroubleshoot caseClose case3Validate the customer andproduct information, determinethe lev el of support, and assignthe case.Identify that there is an issue witha technical product or serv iceand raise an incident.The technical support first line willdeal with the incident if possible,otherwise they will assign to asecond- or third-line supportagent. If automated assignment isimplemented, this will not requireagent inv olvement.Triage and inv estigate theincident. Identify and apply aresolution. A change may needto be raised to apply theresolution. A problem may needto be raised if there is a rootcause to be addressed.Rev iew the completed incident toconfirm the actions taken andsolutions applied.Notify the customer with theav ailability of the solution thatcan resolv e the reported issue.Rev iew reason for rejection.Reopen the existing incident orraise a new one if necessary.Close the case upon resolution.Capture closure information.RoleInputOutputCustomersupport riptionCaseCustomersupport agentCaseAssignedcaseCustomersupport solv edincidentCustomersupport agentResolv edincidentProposedsolutionCustomersupport omersupport rt agentSolutionacceptedClosedcaseautomation 2022 ServiceNow , I nc. All Rights Reserved.
How do I use ITSM with Customer Service Management? (Cont.)Case Management – Request Management workflow4TaskProcedureRoleInputOutputCreate caseCreate a case to capture anissue or a request submitted bythe customer through a v alidsupport pactedproduct,issuedescriptionCaseVerify entitlementand assign caseValidate the customer andproduct information, determinethe lev el of support, and assignthe case.CustomersupportagentCaseAssignedcaseRaise to technicalsupportIdentify that the customer isrequesting ssign requesteditem/catalogtasksRequested items and theassociated catalog tasks will beautomatically created andassigned to the correct og tasksComplete requestAssigned technical supportteams fulfil their catalog tasks tocomplete the alog tasksCompletedrequestReviewcompleted tasksRev iew the completed request toconfirm the actions take andsolutions edsolutionPropose solutionNotify customer with theav ailability of the solution thatcan resolv e the reported accepted/rejectedTroubleshootcaseRev iew the reason for rejection.Reopen the existing incident orraise a new one if tionacceptedClose caseClose the case upon resolution.Capture closure osed case 2022 ServiceNow , I nc. All Rights Reserved.
How do I use ITSM with Customer Service Management? (Cont.)Case Management – Change Management workflowTaskProcedureCreate caseCreate a case to capture a needsubmitted by a customer through av alid support channel.Verify entitlement,assign case,request customerapprovalProvide approvalRaise to technicalsupportImplement changeReview completedchange5Validate the customer and productinformation, determine the lev el ofsupport, and assign the case.Request approv al from the customerv ia the case.Prov ide approv al for the change toproceed.Identify that the customer needssomething that will require achange. Raise a change request ifyou’re able to populate all therequired information.* Note that the CSA will need tonotify the implementer and agree todates if they are not theimplementer themselv es since thechange will go straight into thelifecycle once raised.Change is implemented followingthe agreed plan at the approv edtime and tested for confirmation ofsuccess.Rev iew the completed change toconfirm the actions taken andsolutions applied.RoleInputOutputCustomersupport agentCustomerinformation,impactedproduct, issuedescriptionCaseCustomersupport agentCaseAssigned caseCustomerAssigned caseApprov edcaseCustomersupport agentApprov ustomersupport agentCompletedchangeProposedsolutionProposed solutionNotify the customer with theav ailability of the solution that canresolv e the reported issue.Customersupport agentProposedsolutionSolutionaccepted /rejectedTroubleshoot caseRev iew the reason for rejection.Raise a new change if necessary.Customersupport agentSolutionrejectedSolutionacceptedClose caseClose the case upon resolution.Capture closure information.Customersupport agentSolutionacceptedClosed case 2022 ServiceNow , I nc. All Rights Reserved.
How do I use ITSM with Customer Service Management? (Cont.)Case Management – Problem Management workflowTaskProcedureRoleInputOutputCreate caseCreate a case to capture an issue or arequest submitted by a customerthrough a v alid support channel.Customer supportagentCustomerinformation,impactedproduct, issuedescriptionCaseCustomer supportagentCaseAssigned caseCustomer supportagentAssigned ignedincidentTechnical supportAssignedincidentResolv edincidentCustomer supportagentResolv edincidentProposedsolutionTechnical supportResolv edincidentProblemTechnical supportProblemResolv edCustomer tedCustomer er supportagentSolutionacceptedClosed caseVerify entitlementand assign caseRaise to technicalsupportAssign incidentResolve incidentReview resolvedincidentIdentify need forproblemResolve problemPropose solutionIf you have any questions on this topic or youwould like to be a contributor to future ServiceNowbest practice content, please contact us.Troubleshoot caseClose case6Validate the customer and productinformation, determine the lev el ofsupport, and assign the case.Identify that there is an issue with atechnical product or serv ice and raisean incident.The technical support first line will dealwith the incident if possible, otherwisethey will assign to a second- or thirdline support agent. If automatedassignment is implemented, this will notrequire agent inv olv ement.Triage and inv estigate the incident.Identify and apply a resolution. Achange may need to be raised toapply the resolution. A problem mayneed to be raised if there is a rootcause to be addressed.Rev iew the completed incident toconfirm the actions taken and solutionsapplied.Multiple incidents show a trend towarda deeper cause that needsinv estigating, or an incident could onlybe resolv ed temporarily with aworkaround and requires furtherinv estigation to understand the cause.Problem record is raised.Problem inv estigated, root causediscov ered, and fix applied.Notify customer with the availability ofthe solution that can resolv e thereported issue.Rev iew the reason for rejection.Reopen the existing incident or raise anew one if necessary.Close the case upon resolution.Capture closure information. 2022 ServiceNow , I nc. All Rights Reserved.
Case Management -Incident Management workflow Task Procedure Role Input Output Create case Create a case to capture an issue or a request submitted by the customer through a valid support channel. Customer support agent Customer information, impacted product, issue description Case Verify entitlement and assign case Validate the customer and
