Need Help Defining Business Service Offerings

SNOWman2
Mega Sage

‎04-29-2024 04:47 PM

I have a customer that has put in work to catalog the Services they offer to customers (outside of the company) - around 200 rows that outline what is available to external customers. Their services are cataloged in a spreadsheet at a low-level (i.e submit a form to get product A, request a replacement product B, ect.). The system of engagement for these Services are other systems and not ServiceNow. 

 

A couple of questions: 

  1.  Should we be putting something like 'Submit a form to get a product A' as a Service Offering?
  2.  Is it OK to be putting 'Service Offerings' that are not going to be in a ServiceNow Service Catalog (the customer has other systems of engagement for their external customers)?

If so, does this look right?

  1. Sales (Business Service)
    1. Submit a form to get a product A (Service Offering)
    2. Request a replacement product B (Service Offering)
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1 REPLY 1

SteveMacWWT
Kilo Sage

‎04-30-2024 01:11 PM

For the question of having Service Offerings that are not going to be in ServiceNow Catalog: absolutely. These are meant to recognize and track all the Services and Offerings that the company provides, and many of SNs examples show Offerings that are implemented in other systems like Oracle, SAP, etc..

 

For Offerings, I would be genericizing those offerings a bit. In other words it would be "Sell Product" instead of 'Sell Product A', 'Sell Product B', etc. . Note that I do not have experience in tracking Services / Offerings for a Sales organization, so others may have more better insight. 

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