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Arriving soon: ServiceNow CSM support

Picture of Greg Rudakov By  Greg Rudakov  ·  2 minute read

More MSPs are adopting ServiceNow Customer Service Management (CSM) as their primary customer service platform. CSM gives MSPs a structured way to run client-facing work, manage SLAs and branding, and keep communication consistent.

Support Fusion already supports incident, problem and catalog task synchronisation for ServiceNow ITSM. Today we are announcing the next step in that journey: adding full support for ServiceNow CSM case tickets.

This enables MSPs using ServiceNow CSM to work seamlessly with customers running any ITSM platform, including ServiceNow ITSM itself, Jira Service Management, ManageEngine, Freshservice, Zendesk and more.

CSM vs ITSM: why the distinction matters for MSPs

Although ITSM and CSM share the same platform, they solve different problems.

ITSM is optimised for internal IT

  • Incidents are often generated by monitoring or automation

  • Problems drive root-cause processes

  • Catalog tasks align to internal approvals and fulfilment

  • Not all activity should be exposed to the customer

Support Fusion already handles these objects for MSPs pairings today.

CSM is built for customer-facing service delivery

  • Cases are the primary customer-facing record

  • Communication, emails and portals all center on the case

  • Service offerings, entitlements and SLAs align to commercial agreements

  • Provides a clear layer between internal noise and the customer experience

For MSPs, CSM is often a better fit for how they serve external clients.

Support Fusion’s CSM support builds on our existing ITSM integrations, adding a customer-grade workflow on top.

Why MSPs running ServiceNow CSM need integration

When an MSP chooses CSM, the case becomes the customer’s single source of truth. But in practice, MSPs running ServiceNow CSM often need to integrate with customers using:

  • Their own ServiceNow ITSM instance (especially if avoiding ServiceNow’s Service Bridge)

  • Jira Service Management

  • ManageEngine, Freshservice, Zendesk

  • Or another external MSP using Halo, ConnectWise or Autotask

Across all these scenarios:

  • The MSP wants to stay in CSM

  • The customer wants to stay in their ITSM

  • Both sides need one consistent story

  • Neither wants duplicate tickets or manual updates

This is the problem Support Fusion solves.

And adding CSM case support makes it work for the full range of MSP deployments.

A simple example

An MSP runs ServiceNow CSM as its primary service platform. Their customer runs ServiceNow ITSM.

Customer logs an incident in their own instance → Support Fusion → MSP receives it as a CSM case.
MSP works the case, adds updates and resolves it → Support Fusion → customer’s incident updates automatically.

No Service Bridge.
No duplicating tickets.
No mismatched status or SLA data.
Both remain in their own systems with full visibility.

This same pattern works for customers on Jira, ManageEngine, Freshservice, and other ITSM platforms too.

What Support Fusion’s CSM support adds

1. Bi-directional sync for CSM cases

Cases sit alongside existing support for:

  • Incidents

  • Problems

  • Catalog tasks

CSM cases become a first-class mapped object with full status, comment and field syncing.

2. Support for key CSM fields

Including:

  • Service offering

  • Category

  • Contact / requester

  • SLA-relevant fields

 

 

Plus of course, any custom fields your implementation relies on.

3. Alignment to MSP service delivery

CSM support is designed for MSP-customer relationships:

  • MSP works in ServiceNow CSM

  • Customer works in their ITSM

  • Updates flow both ways

  • Customer-facing communication stays aligned to the CSM case

4. Support for MSP-to-MSP scenarios

While not the primary use case, the same design also allows clean collaboration between two service providers using different tools.

What this means for Support Fusion customers

If you already use Support Fusion to sync incidents, problems or catalog tasks with ServiceNow ITSM, nothing changes. That capability remains stable and continues to expand.

What’s new is that we are:

  • Adding CSM case synchronisation

  • Designed specifically for MSPs who use CSM as their customer-service layer

  • Enabling clean, contract-aligned integration across any ITSM or PSA your customers or partners use

Early access

If your MSP uses ServiceNow CSM and you want to reduce manual rekeying between you and your customers’ ITSM systems, we’d love to work with you in the early access group.

Book us in for a demo below and we'll show what we can do.


Support Fusion helps MSPs deliver great service from ServiceNow CSM, while every customer and partner continues working in the platform they prefer.