ServiceNow CSM Enhances External Customer Support

As a cloud platform provider, Virtustream was no stranger to the benefits of ServiceNow for ITSM. However, they were using the ITSM application to support both internal and external customers. Realizing the need to improve their external customer support, Virtustream made the decision to implement ServiceNow’s Customer Service Management (CSM) module. Veracity was selected to lead the implementation based on our deep knowledge of the platform and our enterprise architecture expertise. To meet Virtustream’s business-critical requirements, we configured the system to support a multi-tenant environment and designed a solution to synchronize data between the ITSM and CSM applications. The new solution created separation between Incident Management and CSM and provided a better system for managing both the customer service and IT process.