How are you using Service + Service offering + CI on the Incident form for Assignments?

[Suggy]

Hello,

People who have experience on implementing CSDM for Incident management, and where the customer has started their CSDM journey focussing on 'SERVICES', please share your inputs.......

1. Which all fields have you used on incident form: Service + Service offering + CI ?

2. Have you made any of those fields as mandatory? If yes, which all?

3. How are you asking the support agents to fill the fields? Any order like fill the 'Offering' first then then the service and CI

or

fill the Service, then offering, then CI

or any other order?

Thank you in advance 🙂

I am looking 

[Barry Kant]

I am in favor of Chris explanation in the above link. Specially if you use Subscription that make sense, as subscriptions are made on offering level (so it limits the offering you can see). Based on a selected offering the service is simply its parent. 
The CI for sure is not always known on creation.

Also from a portal ticket this would be an option, however it depends what you ask from the end user. 
Sometimes a description is asked, and magic needs to do the rest..

BR,
Barry

[CFrandsen]

Incident Intake, seen from my perspective is quite reliant on the organizations maturity. 
As mentioned in this post: Which variables to show on Incident record produce... - ServiceNow Community 
I would again argue that it relies on the intake channel (End-user, Agent or System reported).

As @Ravi Peddineni points out, it's about setting the default. 
Start simple: mandate Business Service, gradually mature to Service Offering + CI. Use dependent filtering to guide agents naturally. Don’t allow CI selection to drive service fields — the linkage should always flow top-down.

Then you can start implementing these rules for mandatory fields:

• Business Service — should be mandatory to ensure service attribution.

• Service Offering — strongly recommended as mandatory if offering structures are defined.

• Affected CI — often optional but highly encouraged for technical investigations.

Start by making Business Service mandatory, and phase in Service Offering and CI once users are more mature.