Using Both CSM and ITSM

TStark
Kilo Sage

‎04-10-2024 05:43 AM

Is anyone here currently using both CSM and ITSM? If so, can you provide your experiences:

 

Why you're using both? 

How you're using both (i.e. are your end users creating Cases and your fulfillers are converting those cases to Incidents, Requests, Problems, etc. or are your end users creating one of three: Cases, Incidents, or Requests)?

Thanks for your insight.
AJ

0 Helpfuls
  • 774 Views
1 REPLY 1

Amarjeet Pal
Kilo Sage
Kilo Sage

‎04-10-2024 06:13 AM

Hello @TStark ,

Using both ITSM and CSM can provide a comprehensive service management solution that caters to both internal and external customer needs.

  1. Why Use Both? Companies often use both because they cater to different aspects of service management. ITSM (IT Service Management) is primarily used for managing and optimizing IT services within the company, focusing on the delivery and support of IT services to employees. On the other hand, CSM (Customer Service Management) is designed to manage the company's interactions with its external customers, focusing on providing support for products or services sold by the company.

  2. How are Both Used? The usage varies based on an organization’s specific dynamics and requirements:

    • Some organizations might have their end users creating Cases in CSM which are then converted into Incidents, Problems or Requests in ITSM by fulfillment teams. This approach is often used if most user interactions occur through a customer-facing interface, such as a CSM portal.

    • Other organizations might have end users create Incidents or Requests directly in ITSM if they are internal employees needing assistance with an IT issue. At the same time, external customers might create Cases directly in CSM if they need assistance with a product or service.

Hope this helps.

 

Thanks

Amarjeet Pal
Advania UK

0 Helpfuls