The Technology Provider Service Management product SKU entitles a license holder to the Customer Service Management and IT Service Management products plus four additional value-add Technology Industry applications:

1. Account Lifecycle Events (ALE) which includes the following features -
   
   • ALE Onboarding provides a purpose-built data model for enterprise account onboarding including an onboarding case type, playbook, and tailored user experiences.
     
   • ALE Customer Success provides a user experience and data model supporting a Customer Success Manager in engaging with their customers and in managing/monitoring adoption, expansion, and renewal activities.
2. Service Bridge simplifies the integration of a Provider’s ServiceNow instance with their customers’ instances; enabling the Provider to easily publish catalog items and provide field-level task synchronization to their customers.
3. Proactive Service Experience Workflows (PSEW) – which includes the following features –
   
   • PSEW for Incident Management and Change Management enables an ITSM engineering/support persona to quickly identify accounts impacted by an incident or change, automatically generate proactive cases for those customers, and communicate bi-directionally with the customer without leaving the Service Operations Workspace.
     
   • With the Account 360 Dashboard features a Service Operations Workspace user can click on an Account name and see a view of the account details, contacts, service history, and performance across common Key Performance Indicators (KPIs).
4. Technology Product Support Case introduces a case type, workflows, and experiences that are purpose-built for the Technology Industry Vertical.

After configuring Customer Service Management (see the CSM Product Checklist), choose the TPSM application(s) you wish to install based on your use case requirements.

• Account Lifecycle Events Onboarding
  
  • Overview
    
  • Activation
    
  • Configuration
• Account Lifecycle Events Customer Success
  
  • Overview
    
  • Activation
    
  • Configuration
• Service Bridge
  
  • Overview
    
  • Activation
    
  • Configuration
• Proactive Service Experience Workflows
  
  • Overview
    
  • Activation
    
  • Configuration
• Technology Product Support Case