CSDM Alignment - Business and Technology Management Services not selectable from incident

[ahbrook]

Hello everyone! I feel like I'm missing something obvious in terms of ServiceNow usage, so feel free to point me in the right direction. I wanted to ask here before opening a support request with ServiceNow directly.

I am working on an architectural model for my institution, and am trying to follow CSDM v5. To demonstrate how I understand things will work, I wanted to show how the business services and technology management services could be used in ITSM incident creation and service requests. I wanted to do this by using my personal development instance. 

However, when I went to try and test what a help desk user would be able to do, the system only displayed the demo services included in the PDI - and it reported that security constraints blocked my elements from being viewable. 

My question has 2 parts: 

1. Am I correct in assuming that help desk workers (or customers) would be able to select the business and technology management services when creating an incident, or is there some other mechanism that ties these services to the "Day to day" operations of ITSM?

2. Assuming I'm correct above, can anyone give me pointers on what I'm doing wrong to have the services visible?

Here is the steps I've taken, starting with a fresh personal development instance: 

• Requested a Zurich PDI
• Activated the "ITSM Roles" plugin without demo data (using the Manage instance interface)
• Logged in to PDI as admin
• Used the Application Management dashboard to install the following:
  • Digital Portfolio Management (product)
  • Service Portfolio Management (product)
  • CMDB And CSDM Data foundations Dashboards (plugin)
  • CMDB CI Class Models (application)
• Created and switched to a unique updat set (scope of global)
• Used the "Service Portfolios" view to create a unique service portfolio
• Created 8 nodes under the primary Service Portfolio
• Used the "Service Builder" application to create business services and technology management services
  • All of the services are owned by the "System Administrator" user, and other details are not filled out
  • Most of the services have service offerings under them
  • All services are listed as published
• Switched off of the update set (without completing it)
• Confirmed the admin user could see all business and technology management services when creating an incident
• Created a sample user
• Assigned the sample user to the pre-built "Help Desk" and "Service Desk" groups
• Assigned the role "itil" to the "Service Desk" group
• In a private browsing session, logged onto the sample user
• Accessed the Service Operations Workspace
• Created a new incident
• Attempted to select a non-demo business service or technology management service from the lookup tool and failed.

I should note that initially, I did not set any assignment groups, change groups, or management groups to any of the services or offerings I created. However, this does not seem to be affecting anything. I suspect I am missing some fundamental permission, but I am not sure where to look for that or what controls exactly how the "service" and "Service offering" lookups interact with the Service Builder.

[ahbrook]

Digging a bit more, it looks like my issue is that the `service_viewer` role doesn't appear to be assigned to the "itil" role or associated groups.

At this moment I'm getting "Access Denied" prompts trying to open the documentation, but I have found multiple community posts that hint at "service_viewer" not being included in any of the ITSM related roles. However, it did appear to be part of the "Service owners workspace" that has been depreciated since the San Diego release, and therefore replaced by Digital Portfolio Management. 

So this seems to imply that service viewer (and these services) are not something the average user should see, but rather should be part of portfolio management. I'm not sure if that fits my conception of the topic. 

[AndersBGS]

Hi @ahbrook ,

1. Yes, when an incident is created the SD or whoever working the incident can select the impacted service in the service and in the technical service:

I would recommend you to look into the dictionary of the fields to understand which filter is used on the different fields to chose data.

[VijayaMannapura]

@ahbrook You should be able to select the 'Service/Business Service' on the Incident and other ITSM Modules. In the PDI, there is no 'Technical Management Services' field OOB on the incident form. If you are planning to do a demo, I would suggest you to complete this course on Servicenow University:

https://learning.servicenow.com/lxp/en/now-platform/common-service-data-model-csdm-fundamentals?id=l...

They have a training instance and after you implement all the lab documents provided in this course, you will be able to demo on that instance. 

[ahbrook]

Thanks, Vijaya, I did go through that but it's been about 8 months ago now. I think that there weren't labs associated with it back then, only videos, but I can see the labs now. I'll review those and see if there's a step I missed.