---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Setting up CSM integration with IT Service Management

# Setting up CSM integration with IT Service Management {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Integrate Customer Service Management with IT Service Management that includes the Request, Incident, Problem, and Change Management applications. With this integration, users can create request, incident, problem, and change records from customer
service cases. External users can view these records from the Customer and Consumer Service Portals.
{#setting-up-csm-integration-with-itsm__table_sqn_y5f_nlb__entry__2}

| Task | Description |
|-|-|
| [Integrate with IT Service Management using Guided Setup](https://servicenow-prod.fluidtopics.net/XdanNR1TjPvFpiwXsOXIbw "Use the Guided Setup to integrate Customer Service Management with the Request, Incident, Problem, and Change Management applications.") | Use the Guided Setup to integrate CSM with IT Service Management. |
| [Install Customer Service Management with Service Management](https://servicenow-prod.fluidtopics.net/913mI8K_8gT6_p7frEAMWA "You can install the Customer Service with Service Management application (com.sn_cs_sm) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") | Activate the CSM with Service Management plugin (com.sn_cs_sm) to enable the integration the following applications: * Incident Management * Problem Management * Change Management {#setting-up-csm-integration-with-itsm__ul_wqm_dlk_cmb} |
| [Install Customer Service Management with Request Management](https://servicenow-prod.fluidtopics.net/ulhwv_QEGHJ1my5HzOHESg "You can install the Customer Service with Request Management application (com.sn_cs_sm_request) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") | Activate the CSM with Request Management plugin (com.sn_cs_sm_request) to use the integration with the Request Management application. |
| [Assigning CSM/ITSM integration roles](https://servicenow-prod.fluidtopics.net/ueyMdK12GSWR3C4A7OAdjg#assign-csm-itsm-integration-roles "To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.") | Assign the required roles to the customer service agents and managers who will be creating the request, incident, problem, and change records from customer service cases. |
| [Enable external customers to access problem, change, and request records](https://servicenow-prod.fluidtopics.net/lpKjVQ3eHzBzPketP02vxg "With access to problem, change, and request records, external customers can view these records associated with their customer service cases from the Customer and Consumer Service Portals.") | Assign access controls (ACLs) to the external user roles to provide visibility to case-related request, problem, and change records from the Customer and Consumer Service Portals. |
| [Enable external customers to create requests](https://servicenow-prod.fluidtopics.net/SW4OUzpqHxyCWZrSuYWuRw "Enable your external customers to create and track requests from the Customer and Consumer Service Portals.") | Assign roles to external customers which enable them to create requests. |
| [Enable external customers to approve requests and changes](https://servicenow-prod.fluidtopics.net/Zl0NBaxZhZJBYaRlZ_eoQw "Enable your external customers to approve change and request records related to customer service cases from the Customer Service Portal.") | Enable external customers to approve changes and requests: * Add external users to approval groups or assign roles for approval users. * Add the necessary ACLs to the snc_external role for the following table: * Change Request (change_request) * Request (sc_request) * Request Item (sc_req_item) {#setting-up-csm-integration-with-itsm__ul_wgp_1hk_bmb} {#setting-up-csm-integration-with-itsm__ul_tgd_wgk_bmb} |
| [Enable the Create Request UI action for case types](https://servicenow-prod.fluidtopics.net/gfpqrjg7xmiJGCQsxDQazw "Enable the Create Request UI action for case type tables that extend the Case [sn_customerservice_case] table.") | Enable the Create Request UI action for case type tables that extend the Case \[sn_customerservice_case\] table. |
[Tabela 1. IT Service Management configuration tasks]

{#setting-up-csm-integration-with-itsm__table_sqn_y5f_nlb}