Customer Service Management examples

Release version: Zurich

Updated July 31, 2025

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Summary of Customer Service Management examples

This example illustrates how the fictional company ACME leverages Customer Service Management (CSM) integrated with the Common Service Data Model (CSDM) to manage network monitoring services for enterprise customers. The scenario demonstrates how different personas interact with the CSM system to efficiently deliver and support services such as network monitoring, credit checks, billing, digital printing, pharmacy management, and order management.

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Key Personas and Their Benefits

Customer Service Agents: Access customer purchased products (Sold Product) and installed service items (Install Base), view associated service offerings, and monitor the health status of installed items, enabling effective support and service delivery.
Network Operations Center (NOC) Engineers: Identify customers impacted by service issues by linking affected Install Base items to accounts and Configuration Items (CIs), create proactive cases from alerts, and communicate outages or issues to customer service teams for timely resolution.
Service Owners: Track customers subscribed to specific service offerings, facilitating service management and improvement.
Customers: Access detailed information about their installed base items, monitor outages and service issues, review purchased products, and request related services, enhancing transparency and control.

Practical Use Cases

Service with Multiple Packages: Customers select from tiered offerings such as Platinum, Gold, or Silver for services like Credit Check.
Service with Optional Components: Customers can purchase bundled services or individual components, such as invoices, payments, or discounts within a Billing Service.
Service with Physical Product: Bundle offerings may include physical items (e.g., printers) combined with service features like Scan and Email Monitoring.
Service Sold to Multiple Customers: Services like Pharmacy Manager are sold to different customers, enabling tailored support.
Service Used by Multiple Customers: Multi-tenant deployment models support multiple customers on the same production instance.
Service Used On-Premises: Services such as Order Management are tracked in ServiceNow but deployed on customer premises.

Additional Practical Guidance

ServiceNow customers can enhance their CSM usage by configuring form views for Service Portfolio Management, viewing product and install base details from both the Customer Service Portal and Agent Workspace, creating proactive cases from alerts, tracking service health and outages, and managing install base configurations. These capabilities support proactive customer service, efficient issue resolution, and comprehensive visibility into customer services and products.

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