CSDM

[Jishnu Jayakris]

Technical service offering is a service offering type defined as a stratification of the technical service into options including localization/geography, environment, pricing, availability, capability, support group (for incident), assignment group (for change), technical approval group (for change), and packaging options (commitments).

Could someone help me know what does this actually refer to , much appreciated if someone describe it with a  real time use case. Thanks

[Andreas Borell]

The answer to your question is all of the above. What you have to remember is that Servicenow is SAAS only, and comes with new releases quite frequently. CSDM is a framework for how to work with master data objects in Servicenow following Servicenows recommendations. An organization can choose to interpret an object in another way than the way Servicenow recommends - for instance, you can model all your services as "business services". However, this will increase your legacy technical debt and make certain functionality in Servicenow deteriorate faster than necessary, or even give outright wrong results, as well as make it impossible to use new or enhanced features.

[Jishnu Jayakris]

Referring to Architectural Diagram , lets say I am creating an Incident or Change ticket.

Do the Incident form require fields like Business services or any attributes that has to relate the business capability?

How the Incident will be related to the CSDM process, what is the gateway to get into the CSDM?

[Andreas Borell]

Read the standard documentation. This is all explained. You will be better of reading it first before asking more questions!

https://docs.servicenow.com/csh?topicname=csdm-landing-page.html&version=latest

https://docs.servicenow.com/csh?topicname=itsm-incident-use-case.html&version=latest