Final answer:
Performance analytics availability and cost depends on the platform and licensing model. It's commonly included in higher-tier packages but may require a separate license. Verify with the vendor to determine if it comes free with CSM like ITSM.
Step-by-step explanation:
Whether performance analytics comes for free with Customer Service Management (CSM) similar to how it does with IT Service Management (ITSM) depends on the specific platform and the licensing model it operates. Generally speaking, performance analytics tools are often included in the higher-tier packages of software platforms, allowing for advanced reporting and data analysis. For specific platforms such as ServiceNow, which offers both ITSM and CSM applications, performance analytics is an additional feature that may require a separate license, and may not be included in the base version that comes free with either ITSM or CSM. It is essential to review the product documentation or contact the vendor directly to understand the licensing arrangement and whether performance analytics is included with CSM without extra costs.
Performance analytics in the context of ITSM focuses on monitoring and analyzing the performance of IT services and processes. It helps identify bottlenecks, optimize resource allocation, and improve overall efficiency.
On the other hand, CSM primarily focuses on customer service and support, thereby requiring different metrics and analytics to measure and improve customer satisfaction, agent performance, and other related factors. CSM solutions may come with their own analytics features, but they may not be inherently bundled for free like in ITSM.