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What is the Difference between ITSM and CSM?

FROX AG
08.07.2024

IT Service Management for internal IT services

  • 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 issues, such as access requests or the provision of new hardware.

Customer Service Management for external customer services

  • 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 issues before they escalate: Proactive problem-solving means identifying and resolving potential customer issues early to increase customer satisfaction and avoid escalations.

Difference and similarities

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 For example, Service Level Agreements (SLAs), Mean Time to Resolution (MTTR), number of incidents and change success rate. For example, 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. Increasing customer satisfaction, improving customer loyalty, solving problems faster and creating positive customer experiences.

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Talk to an expert

Both solutions are essential components for companies to effectively manage internal IT services and external customer relationships. The choice of application depends on a company's specific needs and objectives. Our service management experts will be happy to provide you with more information on the best choice. Get in touch with us now!

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Franz Klingler – Senior Account Executive und Experte für die ServiceNow-Plattform bei der FROX AG

Franz Klingler

Senior Account Executive and service management expert

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