CSM

TLDR: ITSM to CSM in higher education is the single biggest leverage move in the ServiceNow lifecycle for an institution that has earned it. Most higher ed institutions know in theory that ServiceNow extends beyond IT into student services. Very few know how to read the signals that say their institution is operationally ready. The institutions that succeed do not extend ServiceNow because a vendor demo makes it compelling. They extend because their ITSM operation has produce

ITSM modernization is not one project at most R1 institutions. It is three. The first is moving onto ServiceNow from a legacy ticketing system. The second is maturing within IT, which means consolidating service desks, unifying knowledge, completing the CMDB, and producing the metrics that IT leadership actually needs. The third is what happens after IT works. The move from ITSM-only to ITSM-plus, where Customer Service Management or HR Service Delivery joins the platform and