CSM provides an Out-Of-The-Box (OOTB) solution to support the following service desk processes:
- Incident/Service Request Management
- Service Portfolio/Service Catalog Management
- Problem Management
- Service Asset and Configuration Management (CMDB)
- Change Management
- Knowledge ManagementNote: CSM also provides Business Objects that support Multi-Sourcing Service Integration (MSI) and Service Integration and Management (SIAM). For more information, see The Relationship between CSM and Multi-Sourcing Service Integration and Service Integration and Management.
The following figure shows how the CSM components work together to support your service desk processes.
Note: The following sections provide a high-level description of our default processes and content. For detailed information, see the CSM Starter Database Schema Guide. Also, note that CSM is highly configurable so your processes and content will vary, especially if your system utilizes integrations and Cherwell mergeable applications (mApps).