CSM CSDM - SOld Product and Service Offering?

[david_legrand]

Hey community,

In the "CSM Product view for CSDM 3", it is mentioned page 7:

Customer Service Agents can view the service offering details for sold products
• View the service offering associated to the sold product (documentation). Sold Product
references the Service Offering.

But when I look in an Vanilla + all CSM plugins activated (Quebec release), I cannot see how this link product (or sold product) is made towards the Service Offering. Am I missing plugins adding this logic?

Additionally, if we take the Boxeo example of "Network Monitoring", I would expect ACME to sell Boxeo the networking service via at least some dedicated equipment, which is confirmed by Demo data, we have a "Boxeo - Production" with a boxeo business service.

So how would an incident/change on "Boxeo Network Monitoring" impact the ENTIRE "Network Monitoring" sold by the company, specially when we see the outage part.

If an outage occurs of the service "Network Monitoring" and that outage impacts all customers using that technology stack with the magnitude indicated by the Service Offering the customer purchased, It means, in my opinion, that the "Network Monitoring" is a technical Service supporting the Application Service "Boxeo - Prod" and not an overall Business Service as indicated in the documentation.

Do I miss something? Because in my opinion, the most important link is between the Product -> Sold Product -> Install Base Item -> Application Service. And instead of linking the Sold Product directly to a "Business Service Offering", we should have indications under the product or the sold product to tell the Operations team "Please link the Application Service" to this or that Technical Service Offering.

[Paul Wike _FlyF]

Hi David,

do you have an application service that is linked to your Service offering ?  if so link the sold product to the application service.

Paul.

[david_legrand]

That is what I think yes, then the "Service Offering" would be dedicated to the given Application Service because a Service Offering can only have one parent Service.

While if we follow the logic from the ServiceNow CSDM document, we would have the same Service Offerings reused for all customers as all the Application Services would be linked to the same Business Service.

[Paul Wike _FlyF · Accepted solution]

Hi David,

In the scope of CSM (depending on what the end user sells) - I kind of see the App Service as an instance of the customer product / service sold associated to a service offering that they have taken as part of that sale.

Paul.

[david_legrand]

Perfect, I'm not the only one then, thanks 🙂