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.

[Samuel von Hofs]

Hi Paul,

In examples where the same infrastructure is providing for multiple Business Services and Business Service Offerings, how would I know what Service Offering to select in for example case management?

If the Application Service is seen as an instance of the product bought by the customer, doesn't that overlap a lot with the intention of the Sold Product? It sounds like a risk of creating multiple identical Application Services where only the related objects in the CSM- and Sell/Consume domains differ.

[Mary Vanatta]

The Service Offering and the Sold Product connect once you purchase SPM.  

[david_legrand]

That is very interesting, thanks. I guess I'm going to activate all plugins on a demo instance to see more about it and then how the solution should be proposed to a customer who doesn't have SPM originally but who could purchase it later.

[Ferdi Weiner]

I had the same situation and found a answer for me at this post.

Relationship between Service Model and Service Offering - CSDM - Common Service Data Model - Questio...

Actually you don't have to purchase SPM.
If you have the CSM subscription you can use the Integration with Service Portfolio Management (SPM)

This integration will add the missing relationship between Sold Products an service offerings.

See the description:

Customer Service Management provides an integration with the Service Portfolio Management (SPM) application. This integration gives customer service managers, customer service agents, and service owners visibility into sold products and their service offerings.

I recommend to use the Customer Service Management --> Guided Setup --> Integration with Service Portfolio Management (SPM)

because there are some custom steps you have to do. Showing fields and related lists at the correct places. (Forms and Lists)

And these steps are described perfectly in the Guided Setup.

Ferdi

[glenn_pinto]

Just checking if anyone has done this successfully and has recommendations on how best to create  the linkage between sold product and a business service offering?