How does CSM use CMDB Business Services?

[Mike Stockman1]

We have a customer that is on ITSM and wants to add CSM.  My question is how do we leverage the work being done in CMDB around business services and CIs in relation to CSM products and entitlements?

[parag-mone · Accepted solution]

Hi Mike, 

CSM Asset Management is used to keep track of the product(s) purchased by the customer. Customer has visibility into Assets through the customer portal. An asset captures the following information -

Customer Information - customer name, primary contact, location etc.

Product Information - Product model, serial number, install date etc.

Contract Information - service contract and entitlements which customer has purchased.

Configuration Information - An asset can be linked to a CI, CI can be used to capture product configuration / BOM etc

Additionally, please take a look at this article.

How High Tech companies can leverage ServiceNow to effectively manage Customer Installed Base

Thanks,

Parag Mone

[Mike Stockman1]

i appreciate the response.  In particular, we have CI figured in, were specifically looking into how to utilize our business services such as a business service named 'Reboot server'.  I will read the article you posted. thanks again!

[deepmala_123]

CSM teams utilize the Configuration Management Database (CMDB) Business Services to map out a clear understanding of a client's IT landscape and service dependencies. This enables businesses like Entytle (explore at https://entytle.com/) to offer precise support, identify potential issues, and align solutions with client goals. By leveraging CMDB Business Services, CSM enhances communication, optimizes service delivery, and fosters lasting client partnerships.