The Technology Provider Service Management product SKU entitles a license holder to the Customer Service Management and IT Service Management products plus four additional value-add Technology Industry applications:
- Account Lifecycle Events (ALE) which includes the following features -
- ALE Onboarding provides a purpose-built data model for enterprise account onboarding including an onboarding case type, playbook, and tailored user experiences.
- ALE Customer Success provides a user experience and data model supporting a Customer Success Manager in engaging with their customers and in managing/monitoring adoption, expansion, and renewal activities.
- Service Bridge simplifies the integration of a Provider’s ServiceNow instance with their customers’ instances; enabling the Provider to easily publish catalog items and provide field-level task synchronization to their customers.
- Proactive Service Experience Workflows (PSEW) – which includes the following features –
- PSEW for Incident Management and Change Management enables an ITSM engineering/support persona to quickly identify accounts impacted by an incident or change, automatically generate proactive cases for those customers, and communicate bi-directionally with the customer without leaving the Service Operations Workspace.
- With the Account 360 Dashboard features a Service Operations Workspace user can click on an Account name and see a view of the account details, contacts, service history, and performance across common Key Performance Indicators (KPIs).
- Technology Product Support Case introduces a case type, workflows, and experiences that are purpose-built for the Technology Industry Vertical.
After configuring Customer Service Management (see the CSM Product Checklist), choose the TPSM application(s) you wish to install based on your use case requirements.
- Account Lifecycle Events Onboarding
- Account Lifecycle Events Customer Success
- Service Bridge
- Proactive Service Experience Workflows
- Technology Product Support Case
