CSDM: Has anyone established or published a prescriptive Service to Service Offering mapping?

[MarissaC]

For example as a Use Case: If i am a Healthcare Organization, what are some of the common Service to Service Offering alignments; IT Service and IT Service Offerings, I should have available in the CMDB which may be logically leveraged by Catalog Service and/or Digital Portfolio Management functions for a Healthcare Organization, or an IT Services organization supporting any type of Organization which needs internal IT Service support. Instead of an organization having to start from scratch and build their own, they can start with a prescribed set of Services and Service Offerings which they can retrofit for their purposes.

[Mathew Hillyard]

Hi @Marissa 

What you're talking about are the portfolios of Business Services (BS) and Technology Management Services (TMS).

The TMS portfolio will look broadly the same for most organisations - every medium to large org needs data centre, compute, network, storage, application, data, security, operations, support, development and strategy/planning TMSes (and smaller orgs still have these components, but possibly grouped together under fewer taxonomy layers).

The BS portfolio is probably where things differ. EUC services will be common to all, as will shared services (e.g. Finance, Workforce, Health & Safety). It's in the unique Business Service part of the BS portfolio where the industry-specific services will belong.

Please review the post by @Barry Kant with the graphic of CSDM modelled in TBM for an example portfolio mapped using the TBM standard: https://www.servicenow.com/community/common-service-data-model-forum/should-end-user-services-be-rec...

For an industry like healthcare, I'm not aware of any specific collateral documenting typical business services, but this is usually an exercise in "what do we offer our customers and employees?". A quick Google brings up the broad headings of Primary Care (first point of contact), Secondary and Specialist Services, Allied Health and Support Services and Home Health Care Services, but you'd need to stratify these into actual delivered services to patients and employees.

One other way is to look at the industry-specific applications - for example, if you use the Epic platform, what capabilities does it provide? MyChart and Pharmacy might be examples of Service Offerings.

I hope this helps!

Mat

[SohamTipnis]

Hi @MarissaC,

I discussed your question with one of my CMDB friends who had knowledge about this, so this is what he told me:

For healthcare specifically, you'd typically see things like

• Objective services (EMR access, PACS, lab systems)
• Infrastructure services (endpoints, network, identity management)
• Business services (HR systems, finance apps)

This will help you with your doubt; also, make sure you imply this.

If you find my answer useful, please mark it as Helpful and Correct ‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10