Hello,
This is a very complex question to ask, but i will try to give you a short overview. Please go through this documentation anyways, it will give you a better & in-depth overview.
I short, ServiceNow introduces its own quadrant for CSM (making it 5 in total now, so it should be called a quintrant now?). The main objects here are Sold Products and Install Base items.
The following is an (over-)simplification
Sold products cover what you have sold a customer. Depending on what they can order, a sold product is created when something is bought (e.g. through a catalog item). It is relatively speaking similar to a business service offering. Customers can open tickets on their sold products (the stuff they bought).
Install base items are the highest layer of IT stuff that the customer can see. They resemble (more or less closely) application services. Install base items ALWAYS belong to a sold product. A customer can also open tickets on their install base items.
Even more compact: Sold products are similar to business service offerings. Install Base item are close to application services.
There is way more to it, but i think this can give you a great entry point.
Regards
Fabian
ps.: if this helped/is the answer you were looking for, leave a like or make it the correct answer. It helps other to find what they are looking for more easily and keeps me motivated 🙂
