G2

Abhishek P.

Enterprise (> 1000 emp.)

10/20/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"CSM"

4.5/5

What do you like best about ServiceNow Customer Service Management?

I’ve been fortunate to work on solution design and implementations across multiple ServiceNow modules, but I have to say that CSM is one of the most powerful modules I’ve come across. It offers all the capabilities of ITSM, along with an external, customer-focused gateway, which, in my view, is essential for any large organization that interacts with multiple vendors or service providers while supporting external customers. CSM helps bring everyone together to work from a single front. It also gives customers the attention and the insights they’re looking for. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow Customer Service Management?

Case-to-ticket creation still feels quite manual. I think putting some more thought into this workflow would be very helpful. Review collected by and hosted on G2.com.

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

Well, incidents, problems, and changes usually contain a lot of information that may be internal to an organization, not relevant, or even confusing for partners. Also, it’s often not possible to provide external users with access to an internal service management tool. This is the bridge CSM introduced: it helps you reach partner accounts with the right level of information and the right access. Review collected by and hosted on G2.com.