Good Afternoon,
I am currently looking for someone to discuss best practices and use cases for CSM. My company is using CSM for the IT team that faces our retail locations. We do this to keep cases visible in the Service Portal to everyone at one location. According to our internal ServiceNow department, this wouldn't be achievable in ITSM.
What I am currently curious is if anyone is using CSM for their IT department and would be willing to discuss how you are using it and anything you have learned.
One thing I am struggling with is the difficulty reporting off our tickets due to how we use 1 single ticket to triage/troubleshoot, ship equipment and fix equipment. If anyone has any better ways to handle shipping equipment and tracking that via ServiceNow please let me know! My team also isn't the initial point of contact, so I have no idea how much work is actually being sent to my team on any given day.
Any suggestions or anyone willing to discuss, please reach out! TIA
