The Problem and the Goal ExComverse had a vastly customized tool with limited functionality that affected the business. Moreover, some functionalities couldn ´t pause SLA, causing penalties, and with no flexibilities, didn ´t allow personal configuration, all of which made easy tasks more difficult. Solution: Moving from ITSM to CSM Mavenir decided to make a decision to solve its problems: moving from ITSM to CSM and migrate exComverse to ServiceNow. ServiceNow ´s Customer Service Management reduces customer effort and increase their satisfaction thanks to the Customer Portal and the connection among the customer’s people, workflow and process. It also provides real-time metrics and real-time collaboration mechanisms that drives a better service and understanding of the custome

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