Business Services and Offerings - CSDM

[LF080291]

We are implementing ServiceNow and we are trying to map out all of our business services and services offerings - and one minute it makes sense and the next I find myself questioning if this is going in the right direction. 

Example One

Refraining from using the software/application name within the offering

Business Service = Documentation and Content Services

Business Service Offerings = Document Editing, Document Reader, Document Storage

And then the below CI's would be selected:

Adobe Acrobat DC

Adobe Acrobat Reader

DocuSign

Nitro PDF Pro

SharePoint

Business Service = Manufacturing Management

Business Service Offerings = Performance Monitoring, Label Printing...

And then the actual software again would be linked via CI selections. 

Or...

Example Two

Using the software/application name within the offering

Business Service = Documentation and Content Services

Business Service Offerings = Adobe Acrobat DC, Adobe Acrobat Reader, DocuSign, Nitro PDF Pro, SharePoint

But then I assume the CI selection would be duplicating the offering?

Business Service = Communication Services

Business Service Offerings = Email, Conferencing, Direct Messaging

And then the CI's would be selected:

Outlook

Teams

Teams Meeting Rooms

Outlook Mobile

But then i guess Teams Meeting Rooms would not be a CI?

As you can probably tell i am starting to overthink every little detail and i need to be set back on the right track, any help, advice and guidance would be appreciated from those who have successfully implemented this. 

[jack76]

It’s great that you’re taking the time to carefully structure your business services and offerings instead of rushing into an overly complicated setup. Since you're in the early stages, keeping things simple and practical is key. Looking at your list, I’d suggest focusing on avoiding redundant vendor names. In cases where the service is well-defined, like "Document Editing" under "Document and Content Services," adding vendor names such as Adobe Acrobat DC or DocuSign might be unnecessary since the CI will handle that association. However, for tools that provide distinct services, such as "Diagramming - Microsoft Visio," the name might be necessary. You may also want to group similar offerings. Some of your categories, especially under "Document Management Services," have a long list of localized applications like Q-Pulse for different regions. If these applications serve the same purpose but vary by location, structuring them differently, perhaps under "Document Control (Region-Specific)," could simplify things. Consistency in naming would also help. Some offerings use a format like "Time and Attendance - UK," while others just list the service name. Standardizing this across all business services could make navigation and reporting easier. Lastly, consider future scalability. Given your 90 sites and localized applications, will this model scale well as new tools or regions are introduced? A structured approach now can help avoid unnecessary restructuring later. Your approach is solid, and it's great that you're thinking critically about how to categorize everything. The key is to ensure your setup remains practical and flexible enough to evolve with your organization’s needs