What it is (plain English)
Turning a customer's product telemetry into action before they call. When a connected product reports trouble, ServiceNow can notify the customer, open a case, or dispatch a technician automatically — shifting support from reactive to proactive.
Problems it solves
- Customers discovering (and reporting) failures before you do.
- Telemetry from connected products that nobody acts on.
- Missed chances to prevent an outage or resolve it invisibly.
What must exist first
CSM Case Management — proactive workflows create and route cases, so the case foundation must exist. A telemetry/IoT data feed via Integration Foundation is required.
What the customer needs to provide
- The telemetry source: what your connected products report and how.
- Rules for what conditions should trigger which action (notify / case / dispatch).
- Customer-communication preferences and thresholds to avoid alert fatigue.
Where it can go next
Detected issues flow into Field Service Management (FSM) for on-site resolution and back into CSM Case Management for tracking; patterns can feed reliability and product-quality analysis.