Technical Service Description of catalog Items

Soufiane B · ‎02-03-2022

Hello,

I have been tasked to define criteria for what constitutes a satisfactory technical service description for the catalog Items we have in the catalog, I suggested Service Definition, Base Level Services, Services not included, Service Availability but I am still not convinced as it might not be sufficient to cover the required details.

The logic we have is that when the customer selects the sub-item (service) from the list, the field service description presents the service description that corresponds that sub-item (see example below).

So from your experience:

How are you designing the Service Description ? What criteria does it include?
Is there any other way how to present service description to the customers?

Valor1 · ‎02-21-2022

Soufiane -

If I understand correctly, you are looking to display a non-technical description of a service when a user goes to order it within a Catalog Item (proper term, ServiceNow specific).

Two ways to answer this -- I believe you're asking what information should be included in the description. For this, I would ignore the fields available in ServiceNow and answer from a user perspective, which is the true ITIL "Service Catalog" definition:

Non-Technical name: "SAP-Delete Expert Monitoring" doesn't mean anything to me. I don't even know if the below is anywhere close to what your service is actually doing, and I've been around a while

SAP Monitoring - Data Cleanup / Fat-finger alerting

Non-Technical description: Avoiding jargon, tell me what this thing is

Service provides data integrity and monitoring. This provides human oversight when SAP objects are deleted. In order to execute, the team takes an SID (please define), creates automated alerts, reviews deletion requests and contacts the named business owner when something looks amiss

Technical description
Response time: (SLA) This is useful to the business customer
Service Availability: Not terribly informative to the customer
Also included (non-technical)
Not included (non-technical)
Recommended companion services

A lot of this is taken care of with the (proper) implementation of the Common Service Delivery Model (CSDM) that ServiceNow is sinking lots of R&D into.

Here's info on that:

The other way to answer this is in technical terms, which doesn't sound like something you're asking about. However, if you are asking about technical implementation, pull field data from the Business Service Offering that you have.

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bammar · ‎02-07-2022

The main goal is to display the revelant information in a way the end users will understand it. So if the Catalog Item or area is for a small Group of Network Admins you can use different language than a catalog item is for a large group of Non Technical people. You should also be very clear if the item can be or is confused for other items often/ or if there is another situation or item they can be directed to as the correct alternative. I think the more helpful information the better as long as it does no hard. SO i would continue to use your instinct, and perhaps ask a few stakeholders to confirm the clarity of your descriptions.

Soufiane B · ‎02-23-2022

Thank you very much Bammar.

Rahul Priyadars · ‎02-15-2022

Technical Service Description for Catalog Item - I assume its consumer audience is more of IT users than end users. As user base whom catalogs are exposed decides the jargons and details used for its description.

Either it can used in Catalog Item description Text

or Hard code it in a Variable with Fixed values

or Maintain this information in Staging Table and dynamically populate it when some one open the Item for order. Maintenance of data is very easy here down the line. This way your Catalog description is just a data configuration away. For ecah catalog item there will be one entry in Staging table.

Hope i understood your requirement

Regards

RP

Soufiane B · ‎02-23-2022

Thank you very much Rahul. Much appreciated.