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ServiceNow CSM vs. ITSM: What’s the difference and which one should you choose?


Anuja Pawar

April 12, 2023

As a customer, have you ever experienced poor customer service that left you feeling unsatisfied? Maybe you had to call multiple times just to get a simple issue resolved, or you were passed around from department to department, never getting the help you needed. Companies that fail to prioritize customer service risk losing loyal customers and damaging the company’s reputation in the process.

That’s where ServiceNow comes in. ServiceNow is a cloud-based platform that offers, among others, two main modules: Customer Service Management (CSM) and IT Service Management (ITSM). Both of these services are designed to improve customer satisfaction, but they have different focuses.

In our previous blog posts, we covered ServiceNow ITAM. In this one, we’ll take a closer look at the differences between ServiceNow ITSM and CSM to help you decide which one might be right for your customer’s business. 

ServiceNow CSM – For the ultimate omni-channel customer experience

As a company, your customers are your biggest asset. ServiceNow CSM is all about making life easier for them. With CSM, you can create a self-service portal for them that allows customers to find the information they need and request help without having to contact your customer service team. 

CSM also offers case management tools that help your team track and resolve customer issues more efficiently. This can help reduce the amount of time it takes to resolve customer issues, which in turn can lead to higher customer satisfaction ratings.

One of the key features of CSM is the service catalog. With this service catalog, customers are able to quickly request the products or services that they would like. The greatest advantage of CSM’s service catalog is its ability to improve customer engagement.

Essentially, ServiceNow CSM helps you go beyond standard customer service. It helps you provide exceptional, seamless service to every single customer.

ServiceNow ITSM – Take Your IT Team to the Next Level

ServiceNow ITSM is focused on managing IT services within your organization. This can include everything from managing hardware and software assets to tracking and resolving IT issues. ITSM is designed to help IT teams work more efficiently and effectively, which can ultimately lead to higher customer satisfaction ratings.

One of the key features of ITSM is incident management, which allows your IT team to quickly and efficiently resolve IT issues as they arise. This can help reduce downtime and ensure that your systems are up and running as quickly as possible.

ServiceNow ITSM dashboard

Furthermore, ITSM comes with over 250 predefined, best practice KPIs and out-of-the-box dashboards for monitoring IT service management processes.

ITSM also offers change management tools that help your team manage changes to your IT infrastructure. This can help prevent issues from arising as a result of changes made to your system. Another feature is an intelligent AI-powered chatbot that understands natural language.

ServiceNow CSM vs. ITSM: Which one is right for your business?

So, which ServiceNow service is right for your business? The answer will depend on your specific needs and goals. If you’re looking to improve customer service and reduce the workload of your customer service team, CSM may be the way to go. On the other hand, if you’re looking to manage your IT services more effectively and efficiently, ITSM may be a better fit.

ServiceNow CSM and ITSM are two powerful tools that can help businesses improve customer satisfaction and streamline their operations. While both services offer unique features and benefits, the choice between the two will ultimately depend on your specific needs and goals. 

Regardless of which one you choose, investing in ServiceNow is a smart decision that can help you provide better service to your customers and improve your bottom line. If you’re not sure which one is right for you, it may be worth reaching out to a ServiceNow partner like InfoBeans for guidance. Click here to contact us now.

And here’s some exciting news! You can meet Team InfoBeans at Knowledge 2023 and hear stories of some of the most efficient IT implementations done for enterprise service management and operational transformation.

Come join us in Las Vegas. We’ll see you there!

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