Customer Service Management and CSDM tables
Summarize
Summary of Customer Service Management and CSDM Tables
Customer Service Management (CSM) utilizes Common Service Data Model (CSDM) tables to enhance service delivery and management for accounts and consumers. This integration allows for better tracking of products and services, ensuring customers can easily manage their requests and services linked to their purchased products.
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Key Features
- Sold Product Table: Represents products purchased by accounts or consumers, linking to Product Model and Service Model tables.
- Install Base Item Table: Displays products in use by customers and references Application Services for SaaS products.
- Account and Contact Tables: Extend company and user tables to manage customer accounts and contact details effectively.
- Consumer Table: Represents B2C customers within the CSM framework.
- Service Model and Offering Tables: Help identify services available to customers based on products purchased.
- Product-to-Catalog Items Relationships: Connects catalog items to products, facilitating service requests related to purchased items.
Key Outcomes
By leveraging CSM and CSDM tables, customers can expect:
- Improved service management resulting in better customer support and tracking.
- Enhanced collaboration with other ServiceNow products, such as ITSM and ITOM, leading to streamlined operations and proactive customer service.
- Visibility into service ownership and accountability for subscribed service offerings.
- Informed decision-making through integrated data on service health and performance.
Customer Service Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Customer Service Management.
CSDM tables managed by CSM
- 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).
- 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_discovered_service] 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].
- A Service Model references the Service Offerings table [service_offering]. Multiple Service Offerings can be associated with a single Service Model.
- 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.
- 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].
- Account table [customer_account] in CSM
Extends the Company table. The Account table can be a customer account, a partner account, or both.
- 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.
- Consumer table [csm_consumer] in CSM
A consumer is a customer in the business-to-consumer (B2C) business model.
CSDM tables used by CSM
- Company [core_company], Business Unit [business_unit], Department [cmn_department], Location [cmn_location], Groups [sys_user_group], Users [sys_user]
- Product Model tables [cmdb_model], and [cmdb_service_product_model]
- Contract table [ast_contract]
- Mapped Application Service table [cmdb_ci_service_discovered]
- Configuration Item table [cmdb_ci_*]
- Business Service table [cmdb_ci_service_business]
- Business Service Offering table [service_offering]
- Request Catalog table [sc_cat_item]
Products that add value to CSM
- 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.