Hi there,
A simple understanding of ITSM vs CSM. I created the below article based on simple implementation. I hope, it will help to understand very high and low level.
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ITSM
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CSM
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Helps to internal organization.
Example – A is a company, if user having an issue, they can raise the ticket using ITSM internally.
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Helps to external organization.
Example – B, C, D, E are Customer of A. If customer having an issue, they can raise the ticket using CSM.
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End user is not required any specific role to access the portal. End user should have the account in Service Now.
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End User is required snc_external, sn_customerservice_case both roles to access the portal.
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The max Service Desk /Resolvers holds ‘Itil’ role and appropriate resolver group access.
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The max Agent/Resolvers holds the ‘snc_internal’ and ‘sn_customerservice_agent’ roles and resolver group access.
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End User can raise the incident, service request directly.
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End User can raise only case ticket.
1. If required Agent should convert the case to incident / case to service request etc.,
2. Once converted the incident / service request associated with case.
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Separate Service portal for ITSM.
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Separate Service portal for CSM.
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Service Desk / Resolver Group is playing vital role
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Agent / Resolver Group is playing vital role. Each business unit having separate agent to help the business users.
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End User and Support user are created directly in ‘sys_user’ table.
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End User and Agents are created in ‘customer_contact’ table. It’s a child table of ‘sys_user’ table.
1. In ‘sys_user’ table - OOB is having a field called ‘Class‘. It highlights the user as ITSM/Customer/Consumer.
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‘Core_company’ table is managing the business unit.
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‘customer_account’ table is managing the business units. It’s a child table of ‘core_company’ table.
1. In ‘core_company’ table OOB is having a field called ‘Class’. It highlights the user as ITSM /CSM Business units.
2. You have an option to define which one can act parent /child as well.
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There is no customer / partner relationship concept in ITSM.
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‘account_relationship’ table manages the customer/partner relationship.
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Notification – You can use OOB or Customize one based on business requirement under ITSM tables like Incident, Problem, Change, Service Request tables etc.,
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Notification – You can use OOB or Customize one based on business requirement under CSM table like sn_customerservice_case, sn_doc_task etc., CSM tables database name starts with ‘sn_’ as prefix.
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Configure the separate SLA’s for ITSM table as mentioned above point
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Configure the separate SLA’s for CSM table specifically ‘sn_customerservice_case’ table.
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There are no skills concept in ITSM.
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There is a concept called ‘Skills’ and it map it to Agents and groups.
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ITSM is running separate License
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CSM is running separate License and It covers ITSM functionality as well.
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Similarities,
1.Agent Workspace – It helps to see all ITSM, CSM tickets in one page. You can create/update the tickets in one page.
2.Data Separation – In end user aspect, they can see tickets which are created by them not other tickets. In Platform view, you should define the ticket which company should see, and which company shouldn’t. The below 3 things are going to help to achieve the data separation policies.
a.Query Business Rule
b.ACL
c.Domain Separation – License required.
‘a’ and ‘b’ are common approach to establish the data separation policies. But better go with ‘a’ option. It should reduce the effort when customer moving to domain separation plugin.
3.Advanced auto assignment – Auto assignment functionality is available for both modules. But simple difference – ITSM you should classify based table fields. CSM also same additionally you can auto assign based on agent / group skills.
4.Reports and Dashboards – You can create the ‘n’ number reports and dashboards based on business requirement. This is applicable Service Desk /Agent / Resolver Group does not end users. You can restrict the report/dashboard based on support user roles/ resolver groups.
Hope you like it. If any questions or remarks, let me know!
If this helped you in any way, I would appreciate it if you hit bookmark or mark it as helpful.
Regards,
Suresh.
