How to display a list of categories or service offering when choosing one Business Service ?

[Adil AZ]

Hi Team,

How can i display a list of categories or maybe service offering when i choose one business service from the incident form ? and how can i do this mapping between 2 CMDB tables and it is the good tables to use or not ? 

Currently i'm using the field " Business Service " in order to have all the list of the applications (SAP, Salesforce, for example), and the if i choose " SAP " i should have another list with the specific category or kind of request (Roles & autorisation, Invoice Processing, et cetera)

i shouldn't use the category and the sub-category fields because i use it already in the same form in order to know if the incident is related to the software and hardware category

If you can recommend me what is the good tables to use in this case from CMDB tables ? and if i want to continue using the "Business service" field, can i mape it with "Service Offering" table or "Application component " ? because i've seen lot of tables but i don't know what is the best tables and the best practice to implement

Thanks in advance. 

[SebastianKunzke]

I would suggest to have a look into the CSDM framework from Servicenow.

Your requirement could be achieved over service and service offering. The OOTB service_offering has a reference qualifier to the parent, which is a service. So you would only need to enable the service_offering field and create the necessary offerings.

But not always is an application also a service, so you would need some internal discussion, how to organize your IT in the future. And how you define, what is a service or a service offering.