CSM - Implementing for the first time for a novice help

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06-16-2023 12:50 PM
Good day, everyone!
When implementing Case Management, is there any way you could provide me a list of what to do? What first thing do you do when implementing, or even share a checklist of what you have to do in order to implement Case Management in order from first to last?
As someone who is new and learning, I have the hardest time trying to figure out how to implement and what I should do first, middle, and last.
Your advice is helpful and appreciated! Thank you so much!
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06-16-2023 02:03 PM
CSM is a lot like ITSM but with customers and contacts instead of internal users. Usually, companies are migrating to CSM from some existing software which they use to manage support tickets. The first thing I would do in that scenario is gather screenshots of the existing UI, interview support personnel so you can diagram their workflow, and gather some spreadsheets of the existing customer and support ticket data so you can begin the process of importing and mapping this data into ServiceNow's CSM tables.