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One platform, one experience for your enterprise with ServiceNow CSM, ITSM & FSM

Unify experience for all your key stakeholders – your customers, IT teams and field technicians – and deliver the best possible customer service. To accomplish this – simply combine 3 fundamental ServiceNow products together: Customer Service Management (CSM), IT Service Management (ITSM) and Field Service Management (FSM). We will show you how they compliment each other to boost your service delivery and improve both customer & employee experience.

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Unleashing the Power of ServiceNow CSM, ITSM, and FSM
Unleashing the Power of ServiceNow CSM, ITSM, and FSM

Before we begin What are these 3 ServiceNow solutions?

You probably heard of the ServiceNow ITSM module and perhaps even of the CSM module. Did you know that instead of using just one of these modules individually, you can leverage your service delivery by taking what’s best from the all 3 above-mentioned modules, i.e. adding FSM (Field Service Management) on top of the ITSM and CSM modules?

Customer Service Management (CSM)

Allows you to manage your customer interactions and relationships across various channels, providing a unified and seamless omni-channel customer experience.

IT Service Management (ITSM)

Provides end-to-end management of IT services and infrastructure, including incident management, problem management, change management, and request management.

Field Service Management (FSM)

Helps with managing field service operations, including scheduling, dispatching, and tracking work orders, to ensure efficient and effective service delivery.

How do they all work together?


You may be wondering if using only one or two of the solutions is enough… Let us show you what you would be missing out on





It’s becoming more and more common for businesses to try this configuration in order to better serve their customers. Now it’s your turn to see its value and take your customer service to another level.

Get a clear answer If this is a right choice for your enterprise

Request a personalised demo and find out from our expert team.

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What’s in it for you? There are several benefits of using ServiceNow CSM, FSM, and ITSM together

Eliminate silos

Streamline processes across all three areas of service management, reduce duplication of effort and improve collaboration among teams

Ensure customer happiness

Deliver a seamless, end-to-end service experience to your customers and improve their satisfaction & loyalty

Become data-driven

Gain valuable insights into your service management operations, identify trends, track performance, make data-driven decisions and easily identify areas for improvement

Reduce costs

Lower the costs and complexity of managing multiple systems and integrations

How to apply this framework in different industries?

Each industry has different challenges and different needs. Let’s see a few examples of how the combination of ServiceNow ITSM, CSM and FSM can help!

Energy & utilities

The energy sector serves as the vital lifeblood of a modern economy, currently undergoing a significant transformation from a handful of major energy sources to a diverse array of smaller ones. To ensure the uninterrupted delivery of exceptional service, organisations require a streamlined and cohesive solution.



The telecommunications industry plays a pivotal role in connecting people and facilitating global communication. Customers have come to expect uninterrupted connectivity at ever-increasing speeds, demanding swift and efficient responses. Organisations must accelerate the implementation of cutting-edge technologies to maintain their competitive edge.


Public & private spaces

Modern cities are expected to provide exceptional services to their residents, although information technology alone cannot address all the challenges they face. Despite the existence of numerous initiatives, there remains ample room for improvement, particularly in supporting the needs of city workers.


Real-life examples of the ServiceNow CSM, ITSM & FSM power

As an an electricity distribution company, you can already use your customer service solution to provide all kinds of digital services to your customers, such as changing their current tariff or disputing over their last bill and then communicate it with your support to resolve the issues. However, by combining customer service with field service, you can do a lot more.

For instance, you can provide your customers with additional services, which will provide you competitive advantages, e.g. giving your customers ability to schedule a visit from technician who will do a regular maintenance. You can easily organise your teams to do even more complex, multi day activities, such as enabling customer’s solar panels to send electricity back into the grid. This activity will require two teams – one which will install the connection and also a review of an experienced worker, who will certify the completed solution. As it’s a bigger project for your teams and you have customers in large area, it is crucial to optimise the travel of your technicians.

Let’s have a look at the following scenario:

The city decides that it’s time to improve the ecology of council flats. A resident can therefore request their gas stove to be replaced by the modern, induction one. Within one platform, it is possible to communicate with the resident to schedule the visit, provide additional information and sign all necessary contracts.

Once all necessary arrangements are done, city can dispatch teams to replace the citizen’s stove, including a team with special skills to disconnect existing gas stove and the second one that will actually install the new stove. The process is clear and simple for all parties involved, saving a lot of time for everyone.

As mentioned, to stay competitive, companies in the telecommunications industry need to stay competitive. In order to do that, they need to be able to provide highest level of service possible and make sure their offer is as wide as others.

Let’s say that the customer is interested in upgrading the connectivity at their location by installing fibre optics. Within one platform, you can actually take this demand, guide the customer through all the red tape, such as building permit, and eventually give the customer ability to schedule the workers to come and install the fibre to the building itself. The process is clear and simple for all parties involved, saving a lot of time for everyone.

Get a clear answer

If this is a right choice for your enterprise

Request a personalised demo and find out from our expert team.

Request a demo

How did others benefit from an efficient Customer Service Management?



Why Devoteam N Platform? ServiceNow EMEA Elite Partner of the Year 2023

Devoteam has supported more than 1,000 clients on their workflow implementation journey. Here’s how you can benefit from our technical expertise, agile approach and creative vision.

15 countries served
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Your award-winning partner

With 25 years of service management expertise, we’ll streamline your strategic evolution in innovative and exciting ways.

And you’ll always receive the best bespoke solutions from our team of hundreds of experts across 18 countries – we’ve supported thousands of clients across EMEA and beyond.

With a firm focus on customer-centric design, our management consultants always work in synergy with our delivery experts to drive holistic transformation – so every element of your enterprise is aimed towards excellence.

Your full ServiceNow platform coverage and expertise is backed by the collective brainpower of our International Centres of Excellence (ICE) in Toulouse and Prague – as well as our status as ServiceNow Elite Partner and Global IT Workflow Partner of the Year 2021. With an award-winning partner by your side, there’s no limit to what you can achieve.

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2023 ServiceNow EMEA Elite Partner of the Year
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