Hi Community,
I currently have a usecase where I need to understand the link between Service offerings, accounts and contracts.
I followed a couple documents provided by servicenow and tried to figure it out on my own with the CSDM documents provided on Nowlearning. But still I'm unable to figure out completely how that link works or even if thats fully achievable with just ITSM and CSM, or will I require extra mandatory plugins to achieve this ?
I'm wondering because I came across this while looking into CSDM with CSM:
So I have 2 main questions :
- Imagine we do not have a Catalog (yet) where our customer can order those service offerings. Instead, we have our customers calling us and then we create all of these records manually in Servicenow.
=> What records do I need to create to stay in line with the CSDM framework ?
=> Will I be able to track this on contracts ? (as it seems that contracts are only for support according to the screenshot?)
- Let's suppose we have a Catalog on the CSM portal where our customers can order extra services or want to order new ones, when they proceed, I'm assuming this will create a request that we'll need to fulfill ? but then my first questions comes up again, how do we fulfill this request ? which record do we need to create ?
Thank you in advance if anyone could throw some light on this.
Kind regards,
Hi everyone,
Let me reformulate my question after my recent findings:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/csdm-implementation/concept...
This link contains following screenshot :
I came to understand that, according to CSDM, the accounts/contacts/consumers should have a 'many to many' relationship with Service offerings. But the screenshot above suggests that we require the 'Customer Service Install Base Management (com.snc.install_base)' plugin to manage that many to many architecture. Or am I missing something ?
So is that many to many architecture possible without that plugin ? And how do we see these on contracts ? (with and without the plugin ?)
I'd love a help on this one, anything is welcome !
