Quick Start

Available to: Departments

Cost: See cost details, below.

ServiceNow Customer Service Management (CSM) provides case management functionality designed to address the customer service process needs for administrative organizations. Administrative agents can log, work on, and track cases in a single, fully integrated enterprise service management ticketing system that is configured to meet BU’s unique requirements and is supported by IS&T staff.


Customer Service Management ticketing systems provide a framework within which an organization can have the right people, tools, and processes in place to function optimally and provide excellent customer service.

Key Features

  • Case Management
  • Customer portal where customers can log and track progress on their inquiries
  • Knowledge Management for self service via the customer portal
  • Case metric reporting

What to Expect

This service normally will be available 24 by 7 except for standard change windows, as described in IS&T’s standard policies, procedures, and schedules for making changes.


  • BU login name and Kerberos password
  • A ServiceNow license is required to manage tickets (no license is required to submit a ticket).


  • Individuals using ServiceNow to manage a process and work on tickets require a ServiceNow license, which carries an annual fee.
  • Self-service clients incur no cost.

Getting Started