Key considerations when implementing ServiceNow CSM

Picking the right approach for your maturity model

Organizations considering implementing ServiceNow Customer Service Management (CSM) solution tend to fall into one of two buckets:

  • Mature Organizations: These organizations already have a network of systems and processes that have been refined over time to support their CSM initiatives. These organizations typically consider ServiceNow CSM to assist them in either replacing end of life systems, or to develop customer self-service capabilities and assist with getting to the next step in their maturity model.
  • Evolving Organizations: These organizations have a relatively newer CSM department and are considering ServiceNow to help them migrate from using manual processes managed through antiquated systems like Excel or homegrown applications.

This paper explores challenges and considerations that are unique to either category. While some of the considerations discussed here may apply to both types of organizations, you must evaluate which of these two types of organization you are.

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