CSM + ITSM - possible for customers to work on Incident, Changes and Problems

[Community Alums]

Hi community,

I need your advice if something is possible OOTB or if someone maybe came across a similar scenario.

A provider A has a customer B this customer wants to work on Incidents, Changes and Problems via CSM, together with the provider.

So example, Customer B gets a Hosting Service for Infrastructure, but wants to have his Business Applications also in the ServiceNow Instance of provider A, maintain them, run Incidents and Changes on his own and similar things.

As I haven't looked into CSM for a longer time and couldn't find such a scenario in the community or latest release notes, is that possible at all? Besides the licence questions that might arise from it.

[Maik Skoddow · Accepted solution]

Hi @Community Alums 

as of my understanding, that is not possible OOTB because of the basic ACL concept of differentiating between external users (CSM customers) and internal users (so-called fulfillers). Also regarding the subscriptions you will get a problem because fulfillers are licensable, but customers are not.

I think you should have a discussion with your ServiceNow sales rep to check whether your requirement can be implemented or not.

Maik