Want to know the difference between CSM and TSM

[Naga14]

Hello ,
I wanted to understand why do we need Telecommunication Service Management (TSM) in ServiceNow when we already have Customer Service Management(CSM) .

[Ratnakar7]

Hi @Naga14 ,

Telecommunications Service Management (TSM) is a specialized version of ServiceNow's Customer Service Management (CSM) application, specifically designed for telecom companies to manage their unique workflows and processes.

While CSM is a general-purpose application for managing customer service interactions, TSM is tailored to meet the specific needs of telecom companies. For example, TSM includes functionality for managing network outages and service disruptions, tracking service level agreements (SLAs) for network performance, and managing the provisioning of telecom services.

Telecom companies have unique requirements around service management, including the need to manage complex networks, support a wide range of services, and maintain high levels of availability and performance. TSM is designed to meet these requirements and help telecom companies deliver high-quality services to their customers.

Telecommunications Service Management 

Customer service management (CSM) 

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Thank you!

Ratnakar

[Steve jhonson]

Is TSM built on ITSM ? or is it a separate product? Like do we have to purchase ITSM when we purchase TSM as we need ticket management, incident and problem management? Do they both use the same stack?

[AnkurJ]

Hi Steve

TSM is a separate module with its own license cost but TSM module do include ITSM module .