---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Integration with Event Management

# Integration with Event Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create cases proactively from alerts either manually or through automation. Track the
accounts and health status of the corresponding install base items affected by the alert to better
correlate customer issues and provide faster responses.

Customer Service Management provides an integration with the Event Management console in IT
Operations Management, which enables you to improve the customer experience by breaking down the
silos that exist between the processes and systems used by front line customer service and
back-office operations teams. By monitoring issues and creating cases proactively, you can be one
step ahead of your customers and solve issues faster.

Network Operations Center (NOC) operators monitor alerts from the Service Operations Workspace. For more information, see [Monitor service health](https://www.servicenow.com/docs/access?context=t_EMViewDashboard&version=xanadu&pubname=xanadu-it-operations-management&ft:locale=en-US).

When alerted to a service disruption, they can identify the accounts and corresponding install
base items affected and create a case for customer service to review. Customer service can view
the customers affected and notify  them.

Customer service agents and managers can also track the service health status of install base
items for an account to provide faster and more accurate support to customers.  
Figure 1. Overview of Proactive Customer Service Operations with Event Management  
Learn about Proactive Customer Service Operations with Event Management from the following video tutorial.  
Note:  
This video was recorded in the New York release.

## Activation information {#pcso-event-management__section_bmp_z3g_gjb}

To enable Proactive Customer Service Operations with Event Management, activate the Proactive
Customer Service with Event Management plugin (com.snc.proactive_cs_itom).