**Customer Service Management** (CSM) is a [[ServiceNow|ServiceNow]] product that provides capabilities for managing customer service operations, case management, and external customer engagement within the ServiceNow AI Platform. CSM leverages tables from the [[Service Consumption (CSDM domain)|Service Consumption domain]] of the [[Common Service Data Model|Common Service Data Model]] (CSDM), enabling organizations to deliver and support services to external customers while tracking service impact and customer relationships. CSM integrates with CSDM through several key connection points. The Install Base Item (IBI) provides a referenceable link from CSM to [[Configuration item|configuration items]] in the [[Service Delivery (CSDM domain)|Service Delivery domain]], enabling customer service agents to understand the products and services associated with customer cases. [[Contract (CSDM)|Contracts]], particularly service contracts, support CSM operations for SLA management and customer entitlements. [[Business Service (CSDM)|Business Services]] and [[Business Service Offering (CSDM)|Business Service Offerings]] in the Service Consumption domain identify services that may be sold to external customers, with CSM tracking service impact and customer subscriptions. CSM also leverages [[Common Data (CSDM)|Common Data (CSDM)]] including [[Company (CSDM)|Company]] records with the Customer flag to identify external customers, and [[Knowledge Management (ServiceNow)|Knowledge Management (ServiceNow)]] for providing self-service support content. This integration enables organizations to connect customer-facing service operations to the underlying technical infrastructure across the [[CSDM Service Life Cycle|CSDM Service Life Cycle]].