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Customized Application Vs CSM

The document compares customized ServiceNow applications versus the Customer Service Management (CSM) application. It lists many features that would need to be customized in another application but which CSM provides out-of-the-box, such as case management, entitlement verification, portals, and analytics. The conclusion is that customizing out-of-box solutions leads to upgrades being more difficult and environments becoming more complex, inefficient, and expensive. It recommends identifying and implementing available Now workflows to quickly enable accurate business processes rather than customizing out-of-box applications.

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ARUN VEVO
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98 views6 pages

Customized Application Vs CSM

The document compares customized ServiceNow applications versus the Customer Service Management (CSM) application. It lists many features that would need to be customized in another application but which CSM provides out-of-the-box, such as case management, entitlement verification, portals, and analytics. The conclusion is that customizing out-of-box solutions leads to upgrades being more difficult and environments becoming more complex, inefficient, and expensive. It recommends identifying and implementing available Now workflows to quickly enable accurate business processes rather than customizing out-of-box applications.

Uploaded by

ARUN VEVO
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customized Application vs CSM

The Now platform is highly configurable to meet business needs. Many customers have
customized ServiceNow application suites to fulfill requirements of non-IT business units like
the Customer Service department. Such customized applications may meet initial business
requirements but in long run can inhibit the ability to adopt baseline business processes,
utilize new features and upgrade to more recent versions.

The following pages provide an overview of features that would need be built from scratch
or either highly customized in another ServiceNow application to achieve what CSM can
provide out-of-box solutions (OOB). The IT Service Management baseline solution has been
used as an example, however, this principle also applies to other applications across the
platform.
Customized Application vs CSM
Features *Customized App CSM

Support business (B2B) customers User Management

Support consumers (B2C)

Effectively capture customer issues Incident Management Case Management


Resolve internal service disruptions Incident Management Incident Management
Resolve underlying problems Problem Management Problem Management
Implement changes in structured way Change Management Change Management

Effectively manage customer and partner info Account Management


Manage service plans and entitlements Contract Management
Manage customer products (Install Base) Asset and CMDB Asset and CMDB
Setup dedicated account teams for customers Account Management
Define relationships, hierarchy b/w customers Account Management
Manage issues impacting multiple customers Major issue Management

*ITSM based custom application


Customized Application vs CSM
Features *Customized App CSM

Provide context sensitive information to agents Special handling notes

Perform entitlement verification Contracts


Quickly display status changes, issue updates Case timeline
Automated intelligent triage Predictive intelligence for CSM

Email to Case, multiple support email addresses Email channels

Support Portal for customer support B2B / B2C Support portal


Customer self registration and management Customer onboarding
Service catalog

Support chat (Authenticated and Anonymous) Chat

Chatbot for for customer support Virtual Agent for CSM


Targeted communication with customers Targeted Communications
Social customer support Social profiles

*ITSM based custom application


Customized Application vs CSM
Features *Customized App CSM

Manage parts, fields dispatch, field service Field Service Management

Customer Community, Online Forums Customer Communities


Customer Support - Analytics and Reporting PA for CSM

*ITSM based custom application


Conclusion: Avoid Customizations of OOB Solutions
Challenge Impact

Upgrades are more difficult, which Cost increases and resource


results in service impacts misallocation

Low performance and low customer


Environments are more complex
satisfaction

Processes become cumbersome and


Inability to innovate
inefficient + licensing

The main conclusion is to identify and implement available Now workflows, as early as
possible, to quickly and efficiently enable the most complete, accurate business value
chains. Therefore, avoid customizations of any out-of-box solution with the purpose of
fitting it into the customer service business space or to use it for customer engagement.

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