Customer Service Management examples

Release version: Yokohama

Updated January 30, 2025

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Summary of Customer Service Management examples

This content illustrates how the Common Service Data Model (CSDM) supports Customer Service Management (CSM) within the fictional ACME technology company to manage network monitoring services. It highlights practical use cases and personas involved in delivering and supporting various service offerings, enabling ServiceNow customers to understand how to apply CSM for managing complex service portfolios and customer environments effectively.

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Key Personas and Their Roles

Customer Service Agents: Access details about customer purchases (Sold Products) and installed services (Install Base Items), view service offerings linked to products, and monitor the health status of installed items.
Network Operations Center (NOC) Engineers: Identify customers impacted by service issues, manage affected Install Base Items and their relationships to configuration items (CIs) and alerts, and proactively create cases to notify customer service teams of outages or service disruptions.
Service Owners: Track customers subscribed to specific service offerings.
Customers: Review their installed base details, monitor outages and service issues, view purchased products, and request related services.

Practical Use Cases

Service with Multiple Packages: Customers can purchase tiered offerings such as Platinum, Gold, or Silver (e.g., Credit Check Service).
Service with Optional Components: Customers select bundles or individual components (e.g., Billing Service with invoices, payments, discounts).
Service with Physical Products: Bundles that combine hardware and services (e.g., Digital Printing Solution with printers and monitoring services).
Service Sold to Multiple Customers: Same service offerings sold to different customers (e.g., Pharmacy Manager Service to Boxeo and Avid Inc.).
Multi-Tenant Service Usage: Multiple customers sharing a single production instance.
On-Premises Service Usage: Services tracked in the ServiceNow AI Platform but deployed on customer premises (e.g., Order Management).

Benefits for ServiceNow Customers

By leveraging CSM and CSDM, customers can:

Gain visibility into customer purchases, installations, and service health, enhancing support and service delivery.
Enable proactive case creation and communication between NOC engineers and customer service agents, improving response to service issues.
Track subscriptions and service usage across multiple customers and deployment models, supporting flexible service management.
Facilitate customer self-service by providing access to product and service information, outages, and service requests.

Additional Resources

ServiceNow customers can explore further configuration and operational capabilities such as:

Integrating Service Portfolio Management with customized form views.
Viewing product and install base information via Customer Service Portal and Agent Workspace.
Creating proactive cases from alerts and managing service health and outage tracking.

In this example, the CSDM helps the fictitious ACME technology company use CSM to manage network monitoring services for customers.

Example scenario: Key personas and how they benefit

ACME offers a network monitoring service to its enterprise customers who can purchase either the Platinum, Gold, or Silver offering. A customer, Boxeo, has purchased the network monitoring Platinum offering (Sold Product) and is using it in development and production environments (Install Base Item).

CSM data model example. — Figure 1. CSM data model example

The key personas (customer service agents, network operations center (NOC) engineers, service owners, and customers) can complete the following tasks:

Customer service agents can:

View the products and services that the customer has purchased (Sold Product) and installed (Install Base).
View the service offering associated with the sold product. The sold product references the service offering.
View the health status of Install Base Items

NOC engineers can: View customers affected by a service issue and inform customer service. Specifically, they can perform the following operations:

View the affected Install Base Items and add it to or remove it from an Account. The Install Base item references the application service (CI). The CI it depends on should be one of the CIs affected. The CI should also be referenced in the Alert to show that Install Base Item (and therefore the Account or Consumer) as affected.
Create a proactive case from an alert and inform the customer service team of the service issue or outage.

NOC engineers can view the customers affected by the service issue.

Service owners can: View the customers that are subscribed to a service offering. Service owners can view customers subscribed to a service offering.

Customers can:

View the install base items and details.
View outages and service issues.
View products they have purchased.
Request services related to the products they’ve purchased.

Example CSM and CSDM use cases

Service with multiple packages

ACME offers a Credit Check Service to its enterprise customers. They can purchase the Platinum, Gold, or Silver offering.

Service with multiple packages.

Service with optional components

ACME offers a Billing Service to its enterprise customers. They can purchase the bundle or one or more of the component offerings (for example, invoices, payments, or discounts).

Service with optional components.

Service with a physical product

ACME offers a Digital Printing Solution. Customers can purchase either the bundle or the printer along with one more service offering (for example, Scan and Email Monitoring).

Service with a physical product.

Service sold to multiple customers