What is ServiceNow CSM & How It Works?

Customer experience breaks quietly.

Not with one big failure, but with small moments that build frustration.

• “I already explained this.”
• “Can someone update me?”
• “Why is this taking so long?”
• “Who owns this now?”

These aren’t service quality problems. They’re service consistency problems.

In most organizations, the customer journey is designed on paper. But once a case enters the system, resolution depends on human follow-ups and internal coordination that customers never see.

That’s where ServiceNow CSM changes the game.

It gives service teams a system built around one objective: make every customer issue feel owned, tracked, and progressing, regardless of how many internal teams are involved.

In this session, Vishwajeet and Surbhi will walk you through what ServiceNow CSM actually is, how it works behind the scenes, and why it is becoming the operating layer for modern customer operations.

You’ll explore:

• How ServiceNow CSM creates one consistent service experience across every channel.
• How ownership stays clear even when cases involve multiple teams.
• How Now Assist supports faster, more accurate responses with the right controls.
• Why integrating CSM with ITSM helps resolve issues quicker and more reliably.

We’ll also show you the ServiceNow GRC in action, so you can see exactly how it fits into your world, not just the ideal one.

Make service predictable, measurable, and scalable. See how ServiceNow CSM runs resolution through workflows instead of manual chasing.