{"id":123370,"date":"2019-09-18T16:45:37","date_gmt":"2019-09-18T20:45:37","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=123370"},"modified":"2019-09-25T14:36:23","modified_gmt":"2019-09-25T18:36:23","slug":"servicenow-csm","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/services\/cccs\/service-management\/servicenow-csm\/","title":{"rendered":"ServiceNow Customer Service Management"},"content":{"rendered":"<div class=\" bu-callout alignright\"><\/p>\n<h3><span class=\"tw icon-mapmarker\"><\/span> Quick Start<\/h3>\n<p><strong>Available to:<\/strong> Departments<\/p>\n<p><strong>Cost:\u00a0<\/strong>See\u00a0<a href=\"#Cost\">cost<\/a> details, below.<\/p>\n<ul>\n<li>See <a href=\"#GettingStarted\">Getting Started<\/a>, below.<\/li>\n<\/ul>\n<p><\/div>\n<p>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\u2019s unique requirements and is supported by IS&amp;T staff.<\/p>\n<h2>Benefits<\/h2>\n<p>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.<\/p>\n<h2>Key Features<\/h2>\n<ul>\n<li>Case Management<\/li>\n<li>Customer portal where customers can log and track progress on their inquiries<\/li>\n<li>Knowledge Management for self service via the customer portal<\/li>\n<li>Case metric reporting<\/li>\n<\/ul>\n<h2>What to Expect<\/h2>\n<p>This service normally will be available 24 by 7 except for standard change windows, as described in <a href=\"http:\/\/www-staging.bu.edu\/tech\/about\/service\/change\/\">IS&amp;T\u2019s standard policies, procedures, and schedules for making changes<\/a>.<\/p>\n<h2>Requirements<\/h2>\n<ul>\n<li>BU login name and Kerberos password<\/li>\n<li>A ServiceNow license is required to manage tickets (no license is required to submit a ticket).<\/li>\n<\/ul>\n<h2><a id=\"Cost\"><\/a>Cost<\/h2>\n<ul>\n<li>Individuals using ServiceNow to manage a process and work on tickets require a ServiceNow license, which carries an annual fee.<\/li>\n<li>Self-service clients incur no cost.<\/li>\n<\/ul>\n<h2><a id=\"GettingStarted\"><\/a>Getting Started<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.bu.edu\/tech\/contact\/\">Contact us<\/a> for more information<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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\u2019s unique requirements and is supported by IS&#038;T staff&#8230;.<\/p>\n","protected":false},"author":872,"featured_media":0,"parent":63275,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"service.php","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/123370"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/872"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=123370"}],"version-history":[{"count":2,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/123370\/revisions"}],"predecessor-version":[{"id":123542,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/123370\/revisions\/123542"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/63275"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=123370"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}