Customer Service Management

Deliver Personalized Customer Service at Enterprise Scale.

Improve Customer Satisfaction. Reduce Costs.

Elevate your customer service by engaging your customers and connecting them with other departments throughout your organization thus resolving issues quickly and proactively:


  • Increase Customer Satisfaction through Personalized Self-Service Options and Automation
  • Boost Resolution Efficiency
  • Improve Product and Service Quality
  • Enhance Agent Productivity with Multitasking and Optimized Layout
  • Manage Customer Interactions and Visually Track Activities, Case Status and Engagements
  • Automate Assignments and Tasks with Simple Drag-and-Drop Interface
  • Mobile: Manage Cases on the Go 

Certified, Experienced Team.

Infocenter is your Certified ServiceNow CSM Partner for Planning, Implementation and Support. Our team of experts are Certified in CSM Implementation.

Featured Application

Taurus™ Quality Management System (QMS)

Taurus™ provides robust, closed-loop insights into the quality process, giving you the ability to tie returned products back to the original piece. This app helps you avoid costly product shortages and recalls to improve customer satisfaction and increase customer retention. The Taurus™ QMS app also integrates with 3rd party systems.

Global Model. 24/7 Support.

Once you own ServiceNow Customer Service Management (CSM) we simply support the product by leveraging our Global Center of Excellence (CoE), our team of highly-experienced former Customer Service, Sales and Marketing executives and Certified ServiceNow experts to reduce cost, solve problems and achieve engagements. Our ServiceNow CSM Services include:

 •  Planning
 •  Implementation
 •  Managed Services

One Stop Customer Service Management With ServiceNow®

ServiceNow CSM connects you to all other ServiceNow applications. You get a combined platform for Customer Service, IT and other departments – in addition to a shared Knowledge Base, Employee & Customer Service Portals and only Javascript to support.

Explore Customer Service Applications

Apps for ServiceNow® Customer Service Management.

Agent Workspace

Improve agent efficiency with a single workspace built to facilitate resolutions.

Case Management

Manage interactions and SLAs, model account relationships, and support outsourced service.

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.


Support customers across phone, messaging, chat, web, email, in-person, and social media.


Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.

Virtual Agent

Resolve issues fast with an intelligent chatbot that understands simple, human language.

Advanced Work Assignment

Boost customer satisfaction by providing an efficient in-person service experience.

Engagement Messenger

Embed rich self-service experiences in third-party websites via configuration.


Guided Decisions

Help agents resolve cases with contextual next best action recommendations.

Workforce Optimization

Manage teams effectively with real-time visibility into agent scheduling and performance.

Process Optimization

Improve outcomes by optimizing process flows to streamline work.

Knowledge Management

Improve business efficiency with easy knowledge sharing and collaboration.

Task Intelligence

Boost agent efficiency and customer satisfaction with intelligent service automation.

Field Service Management

Create and manage work orders based on technician skills, availability, and inventory.

Customer Project Management

View your entire project lifecycle and empower customers and agents to manage tasks.

Service Management for Issue Resolution

Identify, diagnose and permanently resolve customer issues.

Request an App

Have an app or feature request? Let us know and we’ll see what we can do to help!