CSM with ITSM

[JackieZhang]

If we purchase the CMS standard， we can also use ITSM for free or need more fee for it？

[shibasou · Accepted solution]

Hi.

Yes, I understand that an additional fee (separate contract) is required.

This is because ServiceNow has separate licensing systems for each module, and CMS and ITSM are treated as separate products.

Contracting with a CSM does not include ITSM functions (such as incident management, problem management, or change management).

To use ITSM, you need a license agreement specifically for ITSM. Depending on the contract type, the fee may vary depending on the number of users and their roles (administrator, approver, etc.).

Mark Helpful if you accept the solution.Thank you. 

[JackieZhang]

Same as me, I just wanted to confirm it again

[GlideFather]

@JackieZhang when it comes to licensing, there is no price sheet applicable for all clients, it will be calculated differently for Company A than for Company B or Company X :))

ITSM is for your internal users and there is no chance to have ServiceNow instance without ITSM, so if you get CSM (external) license the ITSM will be included but of course with higher price.

Example of ITSM vs CSM on Netflix - ITSM is for your employees that work in your company and make your product deliverable to clients, CSM is to communicate with end users (people who paid for subscription) when they have any issue...

For this topic, there is always dedicated persona for communicate it with ServiceNow as it strongly depends on your contracts and the deals that are made. 

[Mexiprince]

@JackieZhang ,

 Contact your Account team for licensing requirements. Your able to see the CSM Standard applications package, and then you need the CSM with Service Management which has the ITSM integrations all included or you buy as an add on. Speak to your account team.