Customer Service Management and CSDM tables

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

    Customer Service Management (CSM) leverages Common Service Data Model (CSDM) tables to manage customer interactions, products, and services effectively. It integrates with various ServiceNow products to enhance customer service by providing detailed product and service data linked to customers, accounts, and consumer profiles.

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    Key Features

    • CSM-specific CSDM Tables:
      • Sold Product [sninstallbasesoldproduct]: Represents products purchased by customers, linked to Product or Service Models.
      • Install Base Item [sninstallbaseitem]: Represents products currently installed or in use by customers, typically linked to SaaS application services.
      • Installed Products [sninstallbasem2minstalledproduct]: Connects multiple sold products to an installed base item.
      • Service Offering [serviceoffering]: Linked to Service Models and Sold Products, identifying customer subscriptions.
      • Catalog Items and Product Relationships: Enables linking of service catalog items to product or service models for service requests.
      • Account [customeraccount] and Contact [customercontact]: Extend the Company and User tables, managing customer and contact details including login capabilities.
      • Consumer [csmconsumer]: Represents business-to-consumer customers.
    • CSDM Tables Used by CSM: Includes core company, business unit, department, location, user groups, product models, contracts, configuration items, business services, and service offerings.
    • Integration with Other ServiceNow Products:
      • IT Service Management (ITSM): Links customer context to incidents, problems, changes, and requests.
      • Event Management: Provides centralized service health monitoring, alert aggregation, and root cause analysis.
      • Service Portfolio Management: Documents and manages services, showing service ownership and subscription details.
      • IT Operations Management (ITOM): Identifies installed products and affected customers to enable proactive service.

    Key Outcomes

    • Comprehensive visibility into customer products and services through structured data models.
    • Enhanced customer service capabilities by linking product ownership to service requests and issues.
    • Improved service health monitoring and proactive issue resolution by integrating with Event Management and ITOM.
    • Clear service ownership and subscription tracking via Service Portfolio Management integration.
    • Ability to manage both business-to-business (B2B) and business-to-consumer (B2C) customer relationships effectively.

    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.