Hi All,

Attached is a new white paper around the topic of implementing the CSM “Shared Services” model (formerly referred to as “CIO As a Broker”), which describes the process of configuring CSM to allow a Central IT Services organization to enable multiple locally-based service desks, where each local service desk manages their own support structures. The use cases so far have been primarily state government but the strategy is also relevant for the private sector. Intended audience is employees/partners/customers.

As always, if there are comments/edit suggestions I’m happy to quickly incorporate them. Thanks again to my Product Success teammate Tom Ficarro for his help on this paper.

-Erik

p.s. Going forward I’ll be sharing new content in link form to another ServiceNow resource so that posts such as these will always contain an updated version of the white paper.