Customer Service Management and ITSM

How do I use ITSM with Customer Service Management?

Questions addressed: Customer Service Management helps customers with a technical customer support function to use IT Service Management (ITSM) processes like Incident and Problem Management to resolve customer issues. Page 1: • What ITSM products What ITSM products are available with my Customer When should I introduce ITSM and/or Customer Service are available with my Service Management license? Management products? Customer Service Management license? Included If you have ITSM already: Product/feature Included in CSM • When should I in ITSM • Introduce Customer Service Management when you have introduce ITSM and/or Incident Management X X dedicated teams providing support to external customers or Customer Service Change Management X X a shared service team providing unified support to internal Management Problem Management X X and external customers. products? Service Catalog and Request Management X X • Case Management (included in Customer Service CMDB X X • How do I use Incident Management) will provide a single record type for managing Knowledge Management X X customer support. and Problem Case Management X Management to Account Management X If you start with Customer Service Management: support Case Contract and Entitlement Management X • Introduce ITSM to optimize technical support processes or Management? Product and Asset Management X X when you have dedicated teams supporting employees with • How do I use Change Communities X IT service issues. Management to • It’s ideal for supporting technical products and services. support Case Management? How do I use Incident and Problem Management to support Case Management? Page 2: • Why should I use ITSM Technical support agents can create incidents from cases in the event of service disruptions and assign them to internal products with Case departments for resolution. Changes and problems can also be created by technical support as needed to resolve incidents. Management? How do I use Change Management to support Case Management? Pages 3–6: • What are the standard Technical support agents can create change requests if they identify that the customer needs something requiring a change, and workflows for Case they can provide all the information needed to support the change. The support agent will need to notify the change implementer Management and and agree to a date for the change. Changes can also be created as needed to resolve incidents or to address requests submitted ITSM? through request management.

Why should I use ITSM products with Case Management?

Case Management helps your customer service agents track and manage customer interactions—but some issues require help from technical support specialists for fast resolution. ITSM products let technical support functions manage and resolve these issues effectively, while Case Management provides the “connective tissue” between your customers’ issues and steps taken outside your customer service organization to resolve these issues. By using ITSM and Case Management together, you pair effective management and tracking with effective customer issue resolution.

You can create incidents, changes, requests, and problems from Case Management.

Report issue/ Review need solution Customer 1 Customer support agent 3 Solutions are assigns cases to Create and Propose communicated to technical support as assign case solution customer support agent agent support

incident, problem, or Customer who reviews and closes change requests. the case with the customer. Incident Management Change Management Problem Management Resolve and restore Deliver change to Investigate incident

support service disruptions resolve customer need root causes Technical

2 Cases can be resolved or may require additional investigation.

Case Management – Incident Management workflow Task Procedure Role Input Output Customer Create a case to capture an issue information, or a request submitted by the Customer impacted Create case Case customer through a valid support support agent product, channel. issue description Validate the customer and Verify entitlement product information, determine Customer Assigned Case and assign case the level of support, and assign support agent case the case. Identify that there is an issue with Raise to technical Customer Assigned a technical product or service Incident support support agent case and raise an incident. The technical support first line will deal with the incident if possible, otherwise they will assign to a Technical Assigned Assign incident second- or third-line support support/ Incident incident agent. If automated assignment is automation implemented, this will not require agent involvement. Triage and investigate the incident. Identify and apply a resolution. A change may need Technical Assigned Resolved Resolve incident to be raised to apply the support incident incident resolution. A problem may need to be raised if there is a root cause to be addressed. Review the completed incident to Review resolved Customer Resolved Proposed confirm the actions taken and incident support agent incident solution solutions applied. Notify the customer with the Solution Customer Proposed Propose solution availability of the solution that accepted/ support agent solution can resolve the reported issue. rejected Review reason for rejection. Customer Solution Solution Troubleshoot case Reopen the existing incident or support agent rejected accepted raise a new one if necessary. Close the case upon resolution. Customer Solution Closed Close case Capture closure information. support agent accepted case 3 © 2021 ServiceNow, Inc. All Rights Reserved. How do I use ITSM with Customer Service Management? (Cont.)

Case Management – Request Management workflow Task Procedure Role Input Output

Customer Create a case to capture an information, Customer issue or a request submitted by impacted Create case support Case the customer through a valid product, agent support channel. issue description Validate the customer and Customer Verify entitlement product information, determine Assigned support Case and assign case the level of support, and assign case agent the case. Customer Raise to technical Identify that the customer is Assigned support Request support requesting something. case agent

Requested items and the Assigned Assign requested associated catalog tasks will be requested item/catalog Automation Request automatically created and items/ tasks assigned to the correct team. catalog tasks

Assigned Assigned technical support Technical requested Completed Complete request teams fulfil their catalog tasks to support items/ request complete the request. catalog tasks

Review the completed request to Customer Review Completed Proposed confirm the actions take and support completed tasks request solution solutions applied. agent Notify customer with the Customer Solution Proposed Propose solution availability of the solution that support accepted/ solution can resolve the reported issue. agent rejected Review the reason for rejection. Customer Troubleshoot Solution Solution Reopen the existing incident or support case rejected accepted raise a new one if necessary. agent Customer Close the case upon resolution. Solution Close case support Closed case Capture closure information. accepted agent

Case Management – Change Management workflow Task Procedure Role Input Output Customer Create a case to capture a need Customer information, Create case submitted by a customer through a impacted Case support agent valid support channel. product, issue description Validate the customer and product Verify entitlement, information, determine the level of Customer assign case, support, and assign the case. Case Assigned case request customer support agent approval Request approval from the customer via the case. Provide approval for the change to Approved Provide approval Customer Assigned case proceed. case Identify that the customer needs something that will require a change. Raise a change request if you’re able to populate all the required information. Raise to technical Customer Approved Change support *Note that the CSA will need to support agent case notify the implementer and agree to dates if they are not the implementer themselves since the change will go straight into the lifecycle once raised. Change is implemented following Technical Completed Implement change the agreed plan at the approved Change time and tested for confirmation of support change success. Review the completed change to Review completed Customer Completed Proposed confirm the actions taken and change support agent change solution solutions applied. Notify the customer with the Solution Customer Proposed Proposed solution availability of the solution that can accepted / support agent solution resolve the reported issue. rejected Review the reason for rejection. Customer Solution Solution Troubleshoot case Raise a new change if necessary. support agent rejected accepted

Close the case upon resolution. Customer Solution Close case Closed case Capture closure information. support agent accepted

Case Management – Problem Management workflow Task Procedure Role Input Output Customer Create a case to capture an issue or a information, Customer support Create case request submitted by a customer impacted Case agent through a valid support channel. product, issue description Validate the customer and product Verify entitlement Customer support information, determine the level of Case Assigned case and assign case agent support, and assign the case. Identify that there is an issue with a Raise to technical Customer support technical product or service and raise Assigned case Incident support agent an incident. The technical support first line will deal with the incident if possible, otherwise Technical they will assign to a second- or third- Assigned Assign incident support/ Incident line support agent. If automated incident automation assignment is implemented, this will not require agent involvement. Triage and investigate the incident. Identify and apply a resolution. A change may need to be raised to Assigned Resolved Resolve incident Technical support apply the resolution. A problem may incident incident need to be raised if there is a root cause to be addressed. Review the completed incident to Review resolved Customer support Resolved Proposed confirm the actions taken and solutions incident agent incident solution applied. Multiple incidents show a trend toward a deeper cause that needs investigating, or an incident could only Identify need for Resolved Technical support Problem problem be resolved temporarily with a incident workaround and requires further investigation to understand the cause. Problem record is raised. Problem investigated, root cause Resolve problem Technical support Problem Resolved discovered, and fix applied. Notify customer with the availability of Solution Customer support Proposed Propose solution the solution that can resolve the accepted/ agent solution If you have any questions on this topic or you reported issue. rejected Review the reason for rejection. would like to be a contributor to future ServiceNow Customer support Solution Solution Troubleshoot case Reopen the existing incident or raise a best practice content, please contact us. agent rejected accepted new one if necessary. Close the case upon resolution. Customer support Solution Close case Closed case Capture closure information. agent accepted