How to populate CSDM for SaaS provider?

[Jacob26]

We are a SaaS provider with multiple customers. We regularly deploy our software for customers (other businesses) to use via the cloud and we are interested in using ServiceNow to store information about customer deployments. We have service availability commitments for most production instances, so we would like to leverage this to report on whether our commitments were met.

I have been reviewing how our use case fits into CSDM, but I am struggling. I assumed that the software we deploy would be Business Applications, and then each instance/deployment would be an Application Service (i.e. <app name> - Prod, etc.), and then whenever we have a service availability commitment for an instance, we could create a Service Offering for that Application Service. But then I discovered that you cannot have service offerings linked to application services.

So my question is, without being able to create service offerings for application services, how can we track these availability commitments on each instance?

[EricDohr · Accepted solution]

Service Offerings do have a CI Relationship to an Application Service.  In this case, you most likely would first want a Business Service (given multiple customers are consuming this service) and correlating Service Offering(s).  The Service Offering would have a record showing that it has one or many commitments.  

The Service Offering would have a CI Relationship to the Application Service with the type "Depends on" 

Based on your screenshot, the Parent should be a Business Service record and not the Application Service.

The Business Service is a reference of the Offering, not a relationship.  Hoping this helps.

[Jacob26]

Is this to say that every customer instance should have its own business service offering associated with it so that we can have a service commitment for each instance?

[SN_Marcel Horn]

One thing to mention regarding the Business Service.

You´re right with a Business Service got a reference to its offerings.

We established in addition an Depends on :: Used by relationship to establish the correct up- and downstream relationships in the service map.

If you just put this auto created reference here, you would not see the entire stack what makes up your Business Service while selecting it.

[Rob Welsh]

We are at the other end of the process. We have Application Services who are or have a component that is an external Saas provision. We need to Service Map these. How do we represent that? What CI classes etc?