CSDM Diagram for Desktop Software

[RussLaPlante]

In the "CSDM Data Model Examples" deck, found on NowCreate, I'm looking at slide 40.

Is anyone or everyone registering INCs this way?

I like the idea, but don't know if I understand it well yet.

Here's my use case:

Caller is experiencing an Outlook issue on their PC. I can track the Service Offering to Outlook and the Affected CI to their PC.

But what if this issue is really an Outlook issue? Wouldn't I want that to be the Affected CI? Maybe I'm misunderstanding what "Affected CI"s intent is?

Let's say I take this issue to a Problem. Is Outlook the Service Offering and Affected CI? Are all of the PCs also Affected CIs, or Impacted CIs?

What are the ServiceNow best practices? What's the intent of the design of these fields and forms? I don't want to just make up a way to use it here at my employer - I want to use it as intended.

I HAVE been to "Implementing ITSM" and "CMDB Implementation" ... please don't tell me to take the class.

Thanks! Russ

[s4scott]

We ended up creating service offerings in the context of user support for endpoint support. For example if Microsoft 365 is supported by local facility tech teams, then a service offering is created for the facility - "MS 365 - Facilityname" and a Dynamic CI/CMDB Group is created (if needed) to associate the population of CIs,, e.g. PCs / Laptops running Microsoft 365, for that service offering up to it. The dynamic CI will drive the population of the affected CIs when, for example, you are patching or installing updates. Additionally, you can relate other service offerings, for say "Internet - Facilityname" as a dependency, so that "MS 365 - Facilityname" shows as an impacted service in a change or outage incident.