The use cases for ServiceNow Customer Service Management were mainly for integration purposes, mid-server installations, and playbook configurations. I utilize ServiceNow Customer Service Management's automation for service requests by using integration hub, APIs, and third-party connectors.
I have reviewed ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) as a tech advisor. I have not worked on it directly.
There are two different modules that are actually interconnected: ITSM ( /categories/it-service-management-itsm ) in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) is that I do not need to expose all ITSM ( /categories/it-service-management-itsm ) data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) allows me to provide customers with the data they need while maintaining backend ITSM processes.
I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.
I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.
Project Manager at a consultancy with 10,001+ employees
Real User
Top 10
Jun 4, 2024
The solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using the standard copy.
Learn what your peers think about ServiceNow Customer Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.
Our clients' most common use case is integrating their IVR system with a robust ticketing solution. This allows for tracking customer complaints and requests. Typically, clients implement this solution to easily control and manage all customer tickets.
Business Process Architect at a tech services company with 501-1,000 employees
Real User
Nov 22, 2023
We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers.
When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases for our clients since ServiceNow does not provide help for the maintenance of the infrastructure. The maintenance of the solution is taken care of by a third party.
Chief Manager E&I at a wholesaler/distributor with 51-200 employees
Real User
Aug 16, 2022
I mainly use ServiceNow Customer Service Management as an IT CRM, for example, if I'm facing an issue in IT, I create an incident on the tool, then it will go to the concerned team that will deploy and resolve my issue.
Head of ITSM and Service Availability at Aon Corporation
Real User
May 19, 2022
We use ServiceNow Customer Service Management for our commercial risk business. We use it to support middle office, back office, and front office colleagues.
The use cases for ServiceNow Customer Service Management were mainly for integration purposes, mid-server installations, and playbook configurations. I utilize ServiceNow Customer Service Management's automation for service requests by using integration hub, APIs, and third-party connectors.
I have reviewed ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) as a tech advisor. I have not worked on it directly.
There are two different modules that are actually interconnected: ITSM ( /categories/it-service-management-itsm ) in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) is that I do not need to expose all ITSM ( /categories/it-service-management-itsm ) data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) allows me to provide customers with the data they need while maintaining backend ITSM processes.
I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.
I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.
The solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using the standard copy.
Our clients' most common use case is integrating their IVR system with a robust ticketing solution. This allows for tracking customer complaints and requests. Typically, clients implement this solution to easily control and manage all customer tickets.
We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers.
We use the product for incident, problem, release, and supplier management.
When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases for our clients since ServiceNow does not provide help for the maintenance of the infrastructure. The maintenance of the solution is taken care of by a third party.
I mainly use ServiceNow Customer Service Management as an IT CRM, for example, if I'm facing an issue in IT, I create an incident on the tool, then it will go to the concerned team that will deploy and resolve my issue.
We use ServiceNow Customer Service Management for our commercial risk business. We use it to support middle office, back office, and front office colleagues.