Customer Service Management and CSDM tables

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Customer Service Management and CSDM tables

    Customer Service Management (CSM) integrates with Common Service Data Model (CSDM) tables to manage customer-related data effectively. This integration supports various ServiceNow products, enhancing customer service processes by linking products, accounts, services, and customer requests in a structured manner.

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    Key Features

    • CSM-specific CSDM tables:
      • Sold Product [sninstallbasesoldproduct]: Records products purchased by customers and links to product or service models.
      • Install Base Item [sninstallbaseitem]: Represents products installed or in use by customers, often linked to SaaS application services.
      • Installed Products [sninstallbasem2minstalledproduct]: Allows multiple sold products to be associated with an install base item.
      • Account [customeraccount]: Extends the Company table to represent customer or partner accounts.
      • Contact [customercontact]: Extends the User table, storing contact details for account users who can access portals.
      • Consumer [csmconsumer]: Represents business-to-consumer customers.
      • Service Offering [serviceoffering]: Linked to service models and sold products to identify subscribed customers.
      • Product-to-Catalog Items Relationships [snprodcatrelm2mproductcatalogitem]: Connects catalog items to product or service models to facilitate service requests.
    • Additional CSDM tables used: Company, Business Unit, Department, Location, Groups, Users, Contract, Configuration Items, Business Services, and Request Catalog tables.
    • Integration with other ServiceNow products:
      • IT Service Management (ITSM): Adds business context to services and links incidents, problems, changes, and requests to customer cases.
      • Event Management: Provides centralized service health monitoring, alert aggregation, and root cause analysis for services.
      • Service Portfolio Management: Documents and manages services in a standardized format, showing service ownership to subscribed customers.
      • IT Operations Management (ITOM): Identifies install base items and affected customers, enabling proactive service.

    Key Outcomes

    • Enables comprehensive tracking of customer purchases, service usage, and related service offerings.
    • Facilitates linking customer accounts and contacts to their transactions and service requests for better support.
    • Enhances visibility into product and service subscriptions, supporting accurate service delivery and customer engagement.
    • Improves service health monitoring and proactive issue resolution through integration with Event Management and ITOM.
    • Supports unified service management with contextual insights across ITSM, Service Portfolio Management, and CSM.

    Customer Service Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Customer Service Management.

    CSM references the following CSDM tables:
    1. Sold Product table [sn_install_base_sold_product in CSM

      Represents the product purchased by an Account or Consumer, and references the Product Model table [cmdb_model] or Service Model table [cmdb_service_product_model] for a Customer (Account or Consumer).

    2. Install Base Item table [sn_install_base_item] in CSM

      Represents the products installed or in use by an account or consumer. Install Base Items are CIs consumed by the customer and generally reference the Application Services table [cmdb_ci_service_discovered] for SaaS products.

      Multiple sold products can be used on a given Install Base Item by using the Installed Products table [sn_install_base_m2m_installed_product].

    3. A Service Model references the Service Offerings table [service_offering]. Multiple Service Offerings can be associated with a single Service Model.
    4. After the product is sold to a customer, the Sold Product table references the Service Offering table [service_offering]. This reference helps to identify the customers subscribed to an offering.
    5. Customers can request services related to the products they have purchased by linking the Catalog Items table [sc_cat_item] to the Product Model or Service Model by using the Product-to-Catalog Items Relationships table [sn_prod_cat_rel_m2m_product_catalog_item].
    6. Account table [customer_account] in CSM

      Extends the Company table. The Account table can be a customer account, a partner account, or both.

    7. Contact table [customer_contact] in CSM

      Extends the User table. A user is an employee of an account. A contact record stores information about a contact, such as the name, phone number, and email address. A contact can also have a user ID and can log in to the customer portal.

    8. Consumer table [csm_consumer] in CSM

      A consumer is a customer in the business-to-consumer (B2C) business model.

    CSDM tables used by CSM

    1. Company [core_company], Business Unit [business_unit], Department [cmn_department], Location [cmn_location], Groups [sys_user_group], Users [sys_user]
    2. Product Model tables [cmdb_model], and [cmdb_service_product_model]
    3. Contract table [ast_contract]
    4. Mapped service instance table (formerly application service) [cmdb_ci_service_discovered]
    5. Configuration Item table [cmdb_ci_*]
    6. Business Service table [cmdb_ci_service_business]
    7. Business Service Offering table [service_offering]
    8. Request Catalog table [sc_cat_item]

    Products that add value to CSM

    When you use CSM with other ServiceNow products, you increase the value you get from CSM. These other ServiceNow products include:
    IT Service Management (ITSM)

    Services have the context of the business, applications, information, and technologies layered beneath them.

    Event Management

    Enables organizations to identify service health-related issues on a single management console. Event Management provides alert aggregation and root cause analysis (RCA) for discovered services, application services, and automated alert groups.

    Service Portfolio Management (Service Portfolio Management)

    Enables organizations to document and manage services using a standardized, structured format.

    Products that benefit from CSM

    IT Service Management (ITSM)

    Enables organizations to link incidents, problems, changes, and requests to cases, and have the context of the customer (consumer or account) reporting the issue.

    IT Operations Management (ITOM)

    Enables organizations to identify the Install Base Items and the customers affected by service issues. Helps organizations to provide proactive customer service.

    Service Portfolio Management (Service Portfolio Management)

    Enables customers that have subscribed to the Service Offering to see who owns the service.