Best approach to store user-service relationships with Service Offerings and custom attributes

[mohamedouattara]

Hello Community,

I am looking for advice on how to properly design and implement the following use case:
• My end users consume services (onboard or subscribe) through catalog items on the Employee Center portal.
• For each user that consumes a service, I need to store the relationship between the user and the Service Offering.
• Along with the Service Offering, I also need to store some custom information and additional attributes that may vary depending on the Service Offering.
• A user may have multiple attributes per Service Offering.
ex : Infra as a service : Service offering Iaas C2+ User+Billing account+start date +end date+ attribute A + Attribute B
OR
Landing zone : Service offering KaasC2 + User +Billing account+start date +end date + attribute C+ Attribute D and E
What would be the best practice or recommended data model in ServiceNow to handle this? Should I extend the existing CMDB/service tables, or would it be better to create a custom table to store these user-service relationships with attributes or can i store it in service_subscribe_sys_user and add all attribute i want ?

Thanks in advance for your guidance.

[Mathew Hillyard]

Hi @mohamedouattara 

Service offerings are related to users as subscribers. I believe that if you relate your catalog item to a service offering, users whose requests complete are added as subscribers to that offering. You may have to add the necessary related lists to see the data.

The other data doesn’t seem to be directly related to the offering itself but more to the requested item attributes. Typically these form part of a request to enable it to be fulfilled. What do you need this data for? This will help you decide where to store it.

I hope this helps!

Mat

[mohamedouattara]

Hello Mat, and thanks for your response 🙂

To give you a bit more detail regarding the other data:

Basically, for a given service such as a landing zone, the subscription is done via a catalog item which can be linked to a service offering.
Once the subscription is made, I want to store somewhere the following relationship:
User / Service Offering / Billing Account (custom) / URL / Instance Name / Environment / IP, etc.
Each service has a common core (User / Service Offering / Billing Account), and the other attributes depend on the service.

I hope this is a bit clearer?
Thanks for your Help

[Mathew Hillyard]

Hi @mohamedouattara 

Is this billing/URL etc. data unique to a specific Service Offering?

If so I would place the data here - some attributes such as "Environment" are available on the Service Offering table already. The billing data can either be stored directly on the Service Offering or via a custom related record (assuming you are not using CSM and accounts etc.)

You can make the link with subscribers to that Service Offering and this data on the record.

I hope this helps!

Mat