Customer Service Management install base

[Sanjeev Kumar2]

We are currently working on modelling CSM + CSDM, and we are following the CSM + CSDM alignment model recommended by ServiceNow. As per the model, the Service Model (cmdb_model) and Sold Product should both be linked to the Service Offering.

However, in the platform we are facing a limitation:
A Service Offering can be linked to a Sold Product only when both share the same Service Model (cmdb_model).

I created a CMDB Model with the category “Service Application”, and I am attempting to select this model in the Service Offering. But in the Service Offering form, the model can be selected only if there is a corresponding mapping in Model Category.

Could you please advise how we can link a Service Offering with a CMDB Model of type “Application Service”?
Is there a configuration or CSDM-compliant approach we should follow to achieve this mapping?

Your guidance on this would be helpful as this is blocking our CSM + CSDM alignment work.

Model – Monitoring Service

Category - Application Service

Offering trying to link to model –

[Siddhesh Jadhav]

Hi @Sanjeev Kumar2 ,

In CSDM, a service offering should reference an Application Service from the CMDB, while a sold product should reference a product model (cmdb_model) representing the commercial subscription or entitlement. You should not use a CMDB model of category application service directly to link with a service offering. Instead create the application service as a CI (example monitoring service) create a separate product model for the commercial aspect (such as monitoring subscription) and then link the service offering to the application service and the sold product to both the product model and the service offering. This separation maintains proper CSM CSDM alignment and avoids dependency on model category mappings.

Thanks, and regards 

Siddhesh Jadhav