Technical Service Description of catalog Items

[Soufiane B]

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?

[ersureshbe]

Hi, In my view, the service description field should display complete details For example, if you take application service, pls refer this table 'cmdb_ci_service_auto_list.do' What are the field relavent to business you can show in the description field like

Name,

Business Criticality

Service Classification

Operational Status

Please mark as correct answer/helpful if it helped.

Regards,

Suresh.

[Soufiane B]

Thank you very much.

[Valor1 · Accepted solution]

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:

• What is CSDM
• Docs
• Executive Brief

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.

[Soufiane B]

Thank you very much Valor. Much appreciated.