Servicenow Cis Csm 168 Questions And Answers Set 02
1 / 10
Terms in this set
168
Is CSM a Scoped Application
Yes
Benefits of CSM as a Scoped Application
1. CSM teams can move at their desired pace, independent of IT
2. Provides CSM teams the autonomy and control needed to configure and manage all aspects of CSM related applications
3. CSM application data and business logic can be protected from changes made by other applications
2. Provides CSM teams the autonomy and control needed to configure and manage all aspects of CSM related applications
3. CSM application data and business logic can be protected from changes made by other applications
Plugin to integrate CSM with ITSM
com.sn_cs_sm
Plugin to integrate CSM with Request Management
com.sn_cs_sm_request
Plugin to provide actionable case flows by integrating CSM with Request Management
com.snc.csm_action_status
Plugin for CSM
com.sn_customerservice
CSM vs. ITSM
Focus: CSM solely focused on external customers B2B and B2C while ITSM focuses on supporting IT of the same organization or IT services consumed by external customers
Purpose: CSM provides services to customers throughout the whole product and/or service lifecycle, while ITSM implements and manages IT services designed to align and meet needs of the business
Objectives: CSM is all about retaining customers while ITSM supports and enables IT used by business
Purpose: CSM provides services to customers throughout the whole product and/or service lifecycle, while ITSM implements and manages IT services designed to align and meet needs of the business
Objectives: CSM is all about retaining customers while ITSM supports and enables IT used by business
ITIL Roles with CSM
sn_x_read = can view information about related records associated with a customservice case in the X related list
sn_x_write = can create a x record for a customer service case
sn_x_write = can create a x record for a customer service case
CSM Business Models
Identify the product or service a business plans to sell, its identified target market, and any anticipated expenses
Accounts & Contacts
Account - supported external customer
Contact - User who is an employee of an account
Contact - User who is an employee of an account