CSM for MSPEnterprise
April 01, 2025

CSM for MSPEnterprise

Tim Kikke | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ServiceNow Customer Service Management

As an overlay for the usual ITSM application to support our customers as an MSP. Customers use email, phone and the ServiceNow Customer Service Management portal to log cases to receive support and deliver requests. We also use the CSM to provide internal IT support to our employees. Support agents also use the included CSM Configurable workspace to manage their customer and internal cases.

Pros

  • Nice and much more modern looking interface than normal ServiceNow ITSM
  • Some OOTB workflows work well
  • Integration with ITSM suite (Incident, Change, Problem, CMDB etc.) all works well OOTB

Cons

  • Upgrades can be expensive
  • Some features don't work OOTB without requiring extensive development, which can be costly
  • Limited templates included
  • Enabled us to integrate multiple applications
  • Accelerated the deployment of our TOM to all aquisitions
  • Delivered contract and revenue base functionality
With a lot of configuration, the product can be come very usable - however you have to invest a lot of resources to achieve this. Sometimes the UI feels a bit dated, but workspaces have improved this.
ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.

Do you think ServiceNow Customer Service Management delivers good value for the price?

Not sure

Are you happy with ServiceNow Customer Service Management's feature set?

Yes

Did ServiceNow Customer Service Management live up to sales and marketing promises?

No

Did implementation of ServiceNow Customer Service Management go as expected?

No

Would you buy ServiceNow Customer Service Management again?

Yes

MSP supporting customers at an enterprise level. Much better suited to big complex organisations, rather than flexible smaller companies.

ServiceNow Customer Service Management Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.2
Customer portal
9
IVR
9
Social integration
8
Email support
10
Help Desk CRM integration
10

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