Service Cloud ITSM — Core Processes

Use This Skill When

• Designing an ITSM implementation that goes beyond Incident (see sf-service-incident-management).
• Modeling Problem → Change → Release lifecycle and their linkage to Incidents.
• Wiring Broadcast communications from incidents to affected users.
• Setting up Swarming as a collaboration surface for major incidents (Slack-based).
• Structuring the Asset hierarchy and mapping incidents/cases to CIs.
• Publishing KCS (Knowledge-Centered Service) knowledge alongside ITSM records.
• Standing up a Service Catalog for request fulfilment.

Core Workflow