In the digital age, IT Service Management (ITSM) and Customer Service Management (CSM) are indispensable strategies for companies to effectively manage both internal IT services and external customer service processes. Although both systems use similar mechanisms, they pursue different goals and areas of application.
IT Service Management for internal IT services
With ITSM, companies strategically design their internal IT services so that they can quickly provide, manage and continuously improve them. The aim is to organize IT services in such a way that they meet business requirements and ensure smooth operations. ITSM solutions support various processes such as Incident Management, Problem Management, Change Management and Service Request Management, which companies can use to modernize IT services and IT operations:
- Incident Management — rapid resolution of IT problems to minimize disruption: Incident Management aims to quickly resolve disruptions in IT operations in order to restore normal operations as quickly as possible and minimize the impact on the business.
- Problem Management — long-term resolution of recurring IT problems through root cause analysis and prevention: Problem Management is concerned with identifying and analyzing the root causes of incidents in order to prevent recurring problems and improve the overall quality of IT services.
- Change Management — ensuring that changes are implemented in a controlled and efficient manner: Change Management helps to implement changes in the IT infrastructure in a structured and low-risk manner so as not to jeopardize ongoing operations.
- Service Request Management — managing service requests from employees: Service Request Management deals with the processing of requests from users that are not faults or problems, such as access requests or the provision of new hardware.
Customer Service Management for external customer services
The application focuses on the management and improvement of customer relationships and customer services. The aim is to solve customer problems efficiently and ensure a high level of customer satisfaction. It orchestrates activities between customers, customer service teams and other internal departments. A powerful customer service software includes, among other things:
- Case Management — managing customer inquiries and issues by centralizing and tracking them: Case Management enables efficient processing and resolution of customer queries and problems through structured processes and clear responsibilities.
- Self-service portals — enabling customers to help themselves by accessing knowledge bases and FAQs: Self-service portals allow customers to answer common questions and solve problems themselves, increasing service efficiency and customer satisfaction.
- Proactive problem-solving — identifying and solving customer problems before they escalate: Proactive problem-solving means identifying and resolving potential customer issues early to increase customer satisfaction and avoid escalations.
Difference and similarities between ITSM and CSM
Although the two applications pursue different goals, there are overlaps in their processes and technologies. For example, the use of Artificial intelligence (AI) to increase efficiency and user satisfaction. One common aspect is working with a central platform for managing service processes, which leads to uniform and efficient service provision. The main difference lies in the target group and process focus.
| ITSM | CSM | |
| Target group | Internal IT teams and their management: management and optimization of IT services within a company | External customer service: managing customer relationships, providing quality service experience and ensuring customer satisfaction |
| Process focus | IT service processes such as incident management, problem management, change management and service request management with the aim of operating IT services efficiently and continuously improving them | Customer interactions and their management through processes such as case management, self-service portals and proactive problem solving to efficiently resolve customer issues |
| Use of technology | Automation and AI to increase efficiency and improve service quality in IT processes | Automation and AI to optimize the customer experience, for example through self-service portals and proactive problem-solving mechanisms |
| Metrics and KPIs | e.g., Service Level Agreements (SLAs), Mean Time to Resolution (MTTR), number of incidents and change success rate | e.g., customer satisfaction, Net Promoter Score (NPS), First Contact Resolution (FCR) and average processing time |
| Strategic goals | Improving IT operating efficiency, reducing downtime, optimizing IT infrastructure and ensuring compliance | Increase customer satisfaction, improve customer loyalty, solve problems faster and create positive customer experiences |
Leading Service Management Platforms
With over 25 years of experience and as an official partner of ServiceNow and BMC Software, FROX provides comprehensive service management services. Find out more about our projects.
With our highly successful Fast Track methodology for ServiceNow ITSM and CSM, we enable companies to get started quickly and efficiently with ServiceNow’s market-leading service management platform. Within four to eight weeks, companies can implement ServiceNow applications such as Incident Management, Case Management, Change Management, Knowledge Management, Problem Management and Request Management. The fast-track offering includes configuration, implementation, testing support and training, enabling a quick go-live at a competitive fixed price.
